Solutions Operations Manager - ProServ/Solutions Engineering

Who you are

You have a strong background in operations management, ideally with 5+ years of experience in a similar role. Your analytical skills are top-notch, allowing you to derive insights from data that drive strategic decisions. You understand the importance of customer experience and have a passion for improving operational processes to enhance service delivery. You are a collaborative partner, able to work closely with leadership teams to align on goals and strategies. Your communication skills are excellent, enabling you to convey complex ideas clearly and effectively to various stakeholders. You thrive in a fast-paced environment and are comfortable managing multiple priorities while maintaining a focus on quality and results.

Desirable

Experience in a technology or SaaS company is a plus, as is familiarity with customer service operations. You may have worked with cross-functional teams in the past, giving you a well-rounded perspective on how different departments contribute to overall success. A background in revenue operations or sales support would be beneficial, as it aligns closely with the goals of this role.

What you'll do

In this role, you will be a key strategic partner to the Professional Services and Solutions Engineering teams, helping to shape how they operate across the customer lifecycle. You will analyze current processes and identify areas for improvement, ensuring that the teams can scale efficiently while delivering exceptional value to customers. You will collaborate with leadership to develop and implement strategies that drive predictable revenue growth. Your insights will help inform decision-making and operational planning, allowing the teams to focus on delivering high-quality service. You will also be responsible for tracking performance metrics and reporting on progress towards goals, ensuring transparency and accountability within the teams. Your work will directly impact how Intercom engages with its customers and enhances their experiences.

What we offer

Intercom provides a dynamic work environment where innovation is encouraged. You will have the opportunity to work with a talented team that is dedicated to transforming customer service through AI technology. The company values collaboration and supports professional growth, offering resources for continuous learning and development. You will be part of a mission-driven organization that is committed to delivering exceptional customer experiences and driving meaningful change in the industry.