Senior Business Operations Manager, Intercom
$165.7-192.5k
+ Equity.
More information about location
2 days a week in office
The modern customer communications platform
Open for applications
The modern customer communications platform
1001+ employees
Open for applications
$165.7-192.5k
+ Equity.
More information about location
2 days a week in office
1001+ employees
Company mission
Intercom's mission is to make internet business personal.
Role
Who you are
- We’re looking for someone who exhibits intellectual curiosity and analytical rigor to take on challenges that span the breadth of our business
- You should enjoy variety in your work, be very comfortable with ambiguity, have an insatiable drive to make an impact, and not just willing, but excited, to get your hands dirty
- You have 5+ years of experience in technical or quantitative fields including significant operating experience within a technology company, with a mix of management consulting, Finance, Analytics, Operations, Go To Market, and / or Product roles
- You should have a good understanding of subscription-based businesses and SaaS metrics such as ARR, GRR, NRR, Expansion, Churn, CAC, and LTV. Additionally, you should have some familiarity with general GTM funnel concepts and metrics including Self-serve vs Sales-led, PLG, Sales pipeline
- You love to immerse yourself in, and think deeply about, new problem spaces and aren’t afraid to ask “why?”, “why not?”, and “what if…?”
- You have an appetite to absorb data (quantitative & qualitative) from a variety of sources (SQL, customer interviews, Sales rep data, competitors, product behavior, dashboards, meetings, etc.); connect it; and be able to draw a “so what?” conclusion
- You communicate effectively in written (documents and emails), visual (charts and decks), and verbal forms, and are able to calibrate communications for audiences of all levels
- You have a proven commercial sense, i.e., be able to connect a course of action that Intercom takes to the impact on top or bottom line figures and other leading indicators of business performance
- You are comfortable writing intermediate SQL from scratch and performing data analysis to define key performance indicators; use them to better understand our business; identify opportunities and threats; and persuasively communicate findings to cross-functional stakeholders at all levels
- You have a basic working knowledge of statistical concepts (but you don’t have to be a data scientist)
What the job involves
- As part of the Business Operations team, you’ll drive key decisions and initiatives in collaboration with stakeholders across the company
- You’ll get your hands dirty in the process
- You'll construct persuasive cases for and against certain courses of action and follow through with execution
- You'll have executive-level visibility and a finger on the pulse of the overall business
- You’ll act as an example and mentor to both people on the team and outside the team
- This role presents a significant opportunity to influence the trajectory of a rapidly expanding company
- Business Operations works on the highest impact business problems we face
- You’ll collaborate with stakeholders across the company to steer key initiatives designed to address these problems
- Build consensus and deliver a commitment on the right course of action. Partner with cross-functional stakeholders (Finance, Marketing, Sales, Support, R&D, etc.) to operationalize that commitment and see the resulting initiative through to a successful outcome
- Develop business cases for Intercom to invest in new markets or steer new initiatives by gathering relevant context/data and building sound financial models to inform the right course of action
- Assess Intercom’s business and identify opportunities for improvement to support our company strategy and organizational priorities. Develop corresponding action plans and lead cross-functional partner teams to address the opportunity and demonstrate meaningful improvement
- Some examples of the projects you could work on:
- Become a subject matter expert in one or more of our business areas; in particular, Marketing, Sales, or Finance; contribute to the creation of the “winning strategies” for those areas; and provide insights and opinion on those areas on an ongoing and proactive basis
- Establish and run an ongoing cadence of business performance reporting, i.e., Monthly Business Reviews (MBRs), including recommendations on what can be improved and coordinating with stakeholders on the ownership and actions
- Collaborate with key initiative teams to determine the best KPIs for measuring success; work with Finance and analytical teams to set KPI targets; and design an efficient process for tracking and reporting progress to leadership
- Closely partner with our finance, business analytics, and data teams to assess the health of our business systems and revenue reporting infrastructure for an executive audience. Deliver a unified dashboard that concisely communicates in which areas of our business we are doing well and in which areas there are opportunities
- Develop business cases for Intercom to invest in new markets, new product offerings, or deliver improved business performance through other channels; working with teams across the business to drive strategies and recommendations all the way through to reality
- Produce research pieces based on a deep interrogation of the wider customer service market, Intercom’s and competitors’ positions in it, and identifying short- and long-term threats and opportunities
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
Some candidates hear
back within 2 weeks
41% female employees
-7% employee growth in 12 months
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 values
- We're optimistic & positive
- We obsess about our customers' success
- We're confident, yet humble
- We think big and start small
- We go further together
- Make every day count
Company HQ
Financial District, San Francisco, CA
Articles
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.
People progressing
Joined as a Manager in Product Analytics. Made it to VP of Research & Data Science after 6 years and 3 promotions
Salary benchmarks
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