Senior Workplace Experience Associate

Intercom was founded in 2011 to change the standard of customer service online. Our AI-first customer service platform is a totally new way to deliver customer service and is designed to transform the way businesses interact with their customers through AI. We all know that customer service on the internet sucks. It's slow and impersonal. We help businesses provide instant and exceptional service to their customers and maximize their support agents' productivity, efficiency, and performance-all through our single AI system. More than 25,000 businesses use Intercom to send millions of messages to millions of customers each month.Intercom has been a long-standing product leader and cultural icon in the technology and startup worlds for more than a decade. We set the pace for our industry and live by our values that allow us to push boundaries, build with speed and intensity, and deliver incredible value to our customers.Join us on our mission to redefine customer service and make internet business personal.

What's the opportunity?

The Workplace Experience (WE) team focuses on enhancing Intercom's employee experience and culture by creating high performance environments that nurture excellence, growth and fun. We're looking for an exceptional Senior Workplace Experience Associate to join our team in San Francisco.

This role is the perfect mix of office operations and employee experience. As such, the Senior WE Associate will be expected to focus on end-to-end workplace experience, while ensuring that the office runs smoothly and efficiently. They will be the local WE representative in our San Francisco office, as well as being the driver of and contributor to our global Workplace programs, which include Facilities, Security, Food, Events, Visitor Experience & Customer Service. This person will collaborate with global peers in the other Intercom offices to share experiences and brainstorm new ideas to ensure consistency of brand and culture.

The ideal candidate is an energized self-starter who cares deeply about creating personal, meaningful employee experiences that support employees to do their best work. We are looking for a people person, who enjoys undertaking unique projects, takes pride in attention to detail and thrives in a fast paced environment.

What will I be doing?

• Drive Workplace Experience in San Francisco, serving as the local liaison to our employees, conveying a "get-it-done" attitude of intelligent service, tracking and responding to employee queries and requests.

• Own the condition of your local office at all times, managing on-site vendors and building management to make sure it is always tidy, professional, presentable, clutter-free & comfortable.

• Manage vendor relationships (catering, janitorial, maintenance) to ensure office services are always delivered to the highest standards. Track SLAs, budgets and vendor performance on an ongoing basis.

• Set the tone for the office. Oversee the guest experience and ensure a consistent, personal and friendly experience for anyone coming into the office.

• Build relationships with internal stakeholders including EAs, IT, Onboarding & People Operations.

• Be a trusted partner to the San Francisco leadership team to optimize office use and support productivity.

• Bring employees together in ways that champion Intercom's culture & values.

• Execute engaging, creative events for San Francisco, in partnership with the global Workplace Experience team, including: monthly office events, company celebrations, holiday parties, summer BBQs, happy hours.

• Act as WE team point-of-contact for new hires in San Francisco and any visiting employees.

• Take ownership of global Workplace programs, as assigned. To include: Food, Events, Facilities, Visitor Experience. Implement processes to keep programs on track, monitor progress and feedback back to the wider People Org.

• Lead with data. Collect and share insights on tracked metrics to drive decision making.

• Maintain physical security by following internal procedures and liaising with building management as needed.

• Ensure the office is compliant with all Health & Safety regulations. Organizing First Aid & Fire Warden training for Intercom staff. Working with building management in relation to health and safety issues, such as fire drills.

What skills do I need?

• 5+ years of related experience (Workplace Experience, Office Management), preferably in a tech environment.

• Consistent track record of building & nurturing workplace experience in a fast-paced, scrappy environment.

• Experience driving and delivering employee engagement initiatives, including ownership of employee events from ideation to execution.

• Strong project/program management experience, ideally within a Workplace team.

• Vendor management experience within an office/workplace environment.

• Collaborative working style, passionate about sharing ideas & feedback and working towards a common goal.

• Demonstrably self-motivated and autonomous. Comfortable with ambiguity.

• Proven ability to build relationships cross-functionally and across all levels of the business.

• Digitally-minded, experience with GSuite (mail, calendar, drive, docs) and Slack are essential. Coda, Asana, Envoy & OfficeSpace would be a big plus.

Bonus skills & attributes

• Proactive and autonomous - takes initiative to go above and beyond. Looks for new ideas and creative solutions to overcome challenges. Sees what needs to be done and does it.

• Passionate about people - warm and personable. Genuinely cares about creating spaces where people love to work. Finds opportunities to surprise and delight employees.

• Excellent communicator - both written and verbal.  Loves face-to-face interaction, but equally strong over email or Slack. Comfortable creating & presenting slide decks and documentation.

• Highly-organized multitasker - able to prioritize and manage multiple projects at once. Works well under pressure with excellent attention to detail and strong bias for action.

• Positive make-it-happen attitude - quick to pivot to meet changing needs. Thrives in an environment where needs and priorities can change unexpectedly.

• A team player - loves working as part of a global team and collaborating with teammates to drive results and win as a team.

• Highly ambitious - holds themselves and others to a high bar. Shares and receives feedback openly.

• Local expert - need a restaurant recommendation, information about local transport options or ideas for team off-site events - you've got it covered. You have your city dialed in and you're happy to share your knowledge!!

Benefits

We are a well-treated bunch, with awesome benefits! If there's something important to you that's not on this list, talk to us! :)

• Competitive salary and meaningful equity

• Comprehensive medical, dental, and vision coverage

• Regular compensation reviews - great work is rewarded!

• Open vacation policy and 10 corporate holidays

• Paid Parental Leave Program

• 401k plan & match

• In-office bicycle storage

• Fun events for Intercomrades, friends, and family!

• Proof of eligibility to work in the United States is required.

The base salary range for candidates within the San Francisco Bay Area is $110,500 - $149,500. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs). 

Policies

Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least two days per week.

We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values. 

Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.

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