Senior People Operations Generalist, Intercom
Plus equity
The modern customer communications platform
Job no longer available
The modern customer communications platform
1001+ employees
Job no longer available
Plus equity
1001+ employees
Company mission
Intercom's mission is to make internet business personal.
Role
Who you are
- A minimum of 5+ years experience in a Human Resources/People Operations function, preferably in a tech start-up environment
- Experience handling sensitive employee relations matters
- Able to combine great people's intuition, business judgment and discretion in your decision-making
- Experience providing business partnership and support to a diverse group of managers
- Demonstrable experience of cross collaboration and partnership with key internal stakeholders such as Legal, Finance, IT etc
- Successful track record of implementing HR processes, employee resourcing, performance management and change management
- Excellent communication skills (written, verbal, presentation, and interpersonal), exemplary client service skills, the ability to handle multiple projects and competing priorities and adapt to a fluid, high-growth environment
- Strong knowledge of local HR compliance regulations, employment laws, and industry best practices
- Team player with a sense of ownership and “get things done” attitude - self-motivated and able to thrive in a fast-paced and self-directed environment
- Deep comfort level with technical systems and software, experience with Workday. Experience working in an environment with Workday integrations in place and previous experience with Workday reporting is highly desirable
- Values and respects confidentiality
- Excellent attention to detail and organizational skills
- Bachelor degree or equivalent from an accredited university, highly desired
What the job involves
- Be an operationally focused and commercially minded Senior Generalist, supporting managers and employees on executing matters related to personnel transactions
- Conduct and support the new hire onboarding and offboarding experiences and programs, looking for ways to enhance and personalize it
- Partner with the People Ops team to evaluate and improve processes and programs around employee lifecycle and benefits
- Conduct offboarding and exit processes, including managing sensitive exits and preparing separation agreements, always seeking to improve processes that ensure compliance
- Keeping up to date on employment law and current best practices to help better facilitate the employee experience
- Partner closely with People Systems in order to introduce Workday improvements, investigate issues and implement solutions
- Support the US payroll, benefits and leaves programs but with opportunity and scope to lean into our global processes
- Manage and oversee Intercom’s global Consultant Management Program in partnership with Procurement and Legal
- Oversee systems quality control and internal audits. Partner with Finance, Legal, Security and Recruiting Operations teams to understand requirements and lead the annual SOC2/ISO People team deliverables
- Drive People Operations projects and oversee US People Operations programs ensuring operational efficiencies are in place and a positive employee experience throughout the employee lifecycle
- Develop and produce reports as required leveraging Workday and Ms. Excel
- Support complex onboardings, ranging from Employer of Record hires, conversions, inter-office transfers, executive hires, re-hires, etc
- Other projects as needed
Our take
If you've ever seen a chat pop up on a business' website, it was probably provided by Intercom. Though ubiquitous now, it used to be a major challenge for companies to communicate swiftly with their customers. Intercom's Messenger allows a company to instantly reach out with human or automated support, improving customer service and greatly increasing conversion rates for sales.
While the Messenger is its most visible product, Intercom provides a service similar to Salesforce, as an advanced customer relationship management system. However, Intercom doesn't see Salesforce as a major rival, as Intercom specialises in the online market while Salesforce is more suited for traditional retail. Intercom is used by more than 25,000 businesses including Amazon, Meta and Atlassian, and reaches an estimated 600 million end users monthly.
Intercom has primarily served the US and Irish markets but has been expanding its presence globally in recent years. Despite having a commanding market position, it is continuing to develop its product, most recently delivering a major functionality upgrade to its Messenger software, greatly increasing its ability to carry out ticketed support requests.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 7 rounds)
Mar 2018
$125m
SERIES D
Apr 2016
$50m
SERIES C
Total funding: $240.8m
Company benefits
- We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
- Generous public transport allowance for commuting
- Wellness programme that allows you to expense gym and other sports activities up to £90 quarterly
- Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
- Open vacation policy and flexible holidays so you can take time off when you need
- Work from home opportunities
- Health insurance
- Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
- Regular compensation reviews - we reward great work
- MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done
Company HQ
Financial District, San Francisco, CA
Leadership
Eoghan McCabe
(Co-Founder & CEO)Previously CEO of Contrast and Exceptional. Is also the Chairman of Intercom.
Des Traynor
(Co-founder & CSO)Previously worked in software development and is an expert in User Experience (has lectured on the topic and was UX Lead at Contrast)
Ciaran Lee
(Co-founder)Previously Lead Engineer at RateMyArea.com and CTO of Exceptional. Was Intercom's CTO until 2021.
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