Senior Support Operations Manager, DeepIntent
$110-120k
+ Annualized bonus plan
More information about location
Healthcare advertising platform
Be an early applicant
Healthcare advertising platform
201-500 employees
Be an early applicant
$110-120k
+ Annualized bonus plan
More information about location
201-500 employees
Company mission
To measurably improve the lives of patients through innovation at the heart of advertising technology and healthcare.
Role
Who you are
- 5+ years of experience in Operations, CX Ops (Customer Experience Operations), or Support Operations with demonstrated leadership responsibility
- Hands-on expertise with Intercom or a comparable helpdesk platform (e.g., Zendesk, Salesforce Service Cloud), including workflows, reporting, automation, and AI-driven capabilities
- Proven ability to operate strategically while executing with attention to detail
- Strong analytical, communication, and stakeholder management skills
- Experience in SaaS or high-growth technology environments
- While the role is based in NYC, we are open to candidates who are remote and willing to work in EST
What the job involves
- We are seeking a Senior Support Operations Manager to provide strategic and operational leadership for the support systems and processes that power DeepIntent’s customer experience
- In this role, you will be responsible for the success of the DeepIntent helpdesk solution powered by Intercom—driving the implementation and continuous improvement of scalable support workflows, translating data into actionable insights, and building AI-powered customer experiences
- Institute Support Operations best practices within DeepIntent, initially for our Platform Operations team, but with the potential to expand to other customer-facing teams over time
- Own the roadmap for enhancements to DeepIntent’s use of Intercom, leading the design, maintenance, and continuous improvement of workflows, automations, integrations, and customer journeys
- Own and lead the customer support analytics strategy, delivering clear, recurring KPIs and data-driven insights to senior leadership
- Lead the training, optimization, and governance of Intercom’s AI tools to improve accuracy, deflection, and customer satisfaction
- Partner with Support, Ops, Product, Marketing, and Engineering team leaders to align the helpdesk solution’s capabilities with company-wide priorities
- Act as the senior subject matter expert for Intercom, establishing best practices, documentation, and change management
Our take
Pharma companies have been slower to adopt programmatic advertising due to unique targeting and regulatory challenges. this has hindered their ability to effectively communicate their wellness services and engage the right audiences. DeepIntent was founded to address this gap with technology that enables better communication and more targeted advertising.
The platform is developing a marketplace that integrates offline health data with online identity, creating a privacy-safe environment for media buyers and sellers. This allows pharma companies to connect with target audiences while meeting regulatory standards and making their advertising more efficient.
DeepIntent has a number of awards to its name, including recognition for its HealthFirst Vaccine Audiences solution, which was named one of 2024's most innovative products by PM360. With this and continuing growth, the company is well-positioned to lead in health advertising for years to come.
Steph
Company Specialist at Welcome to the Jungle
Insights
12% employee growth in 12 months
Company
Company benefits
- 401(K) Matching: Our 401(k) program includes a 4% company match
- Referral Bonuses: Since great people know great people, we offer referral bonuses up to $5,000
- Generous Benefits: Our top-notch healthcare benefits include free dental and vision
- Pet Insurance: With Fetch, our top-notch health insurance also extends to your pets
- Parental Leave: We offer up to 16 weeks of paid leave to new parents
- Wellness Benefits: We care about your whole health and offer free fitness, family planning, and meditation resources
- Flexible PTO: We offer a flexible PTO program
- Tech Stipend: DeepIntent provides a monthly stipend for Wi-Fi and cellular service
- WFH Allowance: We want to help you set up your home workstation for success
- Team Events: We have a fun team and offer plenty of opportunities to connect
Company HQ
Theater District, New York, NY
Leadership
Chris Paquette
(Founder & CEO)Previously worked as a Data Scientist at the Memorial Sloan Kettering Cancer Center.
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