Director, Global Solutions & Success Operations

Intercom•San Francisco, CA

13d•Hybrid

About The Position

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent. Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers. What's the opportunity? We’re seeking an experienced strategy and operations leader to head Global Solutions and Success Operations within our Revenue Operations organization. This role will ensure our go-to-market (GTM) engine runs seamlessly as we continue to scale worldwide. As Director, Solutions Operations you oversee core strategy and operations for our Customer Success, Solutions Engineering, Professional Services, and R&D Services teams. You’ll serve as a strategic partner to the VP of Customer Success & Solutions and their leadership team. This is a new role at Intercom, giving you the opportunity to scale a high-impact team that enables Intercom’s GTM organization to achieve ambitious growth targets for our Fin AI Agent product and our customer support helpdesk. This is a unique opportunity to join a fast-growing, AI-driven company, and play a pivotal role in shaping its growth trajectory while building a world-class operations function.

Requirements

Bachelor’s degree required; MBA or equivalent certifications a plus.
8+ years of leadership experience in Sales, Success, Business Operations, or Consulting (ideally in high-growth SaaS or AI).
Deep expertise in Solutions and customer delivery (customer success, sales engineering, professional services, etc.), segmentation, territory design, and incentive compensation.
Proven track record leading and developing global teams, and influencing at all organizational levels.
Exceptional analytical skills with advanced Excel/Google Sheets proficiency; ability to design dashboards, reporting, and executive presentations that turn complex data into clear insights.
Strong project management and change skills; highly organized with the ability to manage multiple priorities in a fast-paced environment.
Strategic thinker with strong business acumen and a proactive, problem-solving mindset.

Nice To Haves

Experience with Tableau, Gong, Salesforce, SQL, and Professional Services Automation (PSA) tools
Background in customer service, AI applications, or revenue operations within a scaling SaaS environment.

Responsibilities

Strategic Partnership : Act as a trusted advisor to Solutions, Services, and Success leaders, identifying opportunities for improvement across multiple roles and motions, and aligning initiatives with global GTM goals.
Team Leadership : Lead, mentor, and develop a high-performing operations team, fostering a culture of accountability, excellence, and growth.
Program & Project Delivery : Drive company-level GTM initiatives from conception to execution including role design, solution delivery processes, global expansion, and adoption of internal AI tools.
Capacity & Staffing Modeling: Own capacity planning and workload modeling across functions to ensure resourcing meets demand.
Analytics & Insights : Oversee analysis of performance data, maintaining dashboards and reporting frameworks that provide actionable insights on customer health and maturity, rep productivity, conversion rates, delivery progress, and more.
Operational Excellence : Establish process governance, standardization, and playbooks across functions and customer engagement motions to ensure global consistency and scale.
Cross-Functional Leadership : Partner with Sales Ops, Marketing, GTM Analytics, Business Systems, Data Engineering, and Finance to design and deliver end-to-end GTM processes.
Embrace AI: Leverage AI to build a scalable, next-gen RevOps function and contribute to Intercom’s overall vision of an AI-first customer engagement model.