Manager, Recruiting Operations

Intercom Agency

325d • $155,400 - $180,600 • Remote

About The Position

Intercom is on a mission to help our customers provide incredible customer experiences online. We enable businesses to provide instant and exceptional service to their customers while maximizing the productivity, efficiency and performance of their support teams—all through our single seamless platform. Intercom is leading the market in AI customer service with Fin by Intercom, the most powerful AI customer service agent available, and Helpdesk by Intercom, a fully featured AI enhanced helpdesk for human support. Today, more than 25,000 businesses use Intercom's platform to send millions of messages to millions of customers each month. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers. Join us to help define and lead the AI revolution for customer service.

Requirements

• 5+ years in a highly analytical role interfacing cross functionally.
• 2+ years leading high performing teams.
• Proven track record in planning, executing, and managing large-scale initiatives and programs in a fast-paced environment.
• Exceptional ability to analyze complex data, identify trends, and translate insights into strategic recommendations.
• Hands-on experience with modeling, forecasting, and creating complex analytical reports.
• Able to understand complex business drivers, produce high-quality analytics, develop insights and communicate clearly and succinctly to different audiences.
• Highly adept in Google Sheets, Excel and Google Slides.
• Proficiency with Applicant Tracking Systems (ATS) and HRIS platforms.
• Strong communication skills, stakeholder management, and a collaborative mindset.
• Comfortable with writing Executive and Board quality slide decks.
• Comfortable with data and ambiguity; able to both delve into the details and operational tactics, and engage meaningfully on the big picture or overall strategy.

Responsibilities

• Oversee and optimize the end-to-end recruiting operations process to ensure efficiency, compliance, and alignment with business goals.
• Collaborate with recruiting teams, hiring managers, and business leaders to understand talent needs and implement process improvements.
• Develop and maintain operational playbooks, workflows, and documentation to standardize practices.
• Design, implement, and manage dashboards and reports to track recruiting metrics (e.g., time-to-fill, cost-per-hire, pipeline conversion rates).
• Provide actionable insights through detailed analysis of recruiting data to support decision-making and strategy formulation.
• Ensure data accuracy, integrity, and consistency across tools and systems.
• Collaborate with HR, Finance, and Leadership to model and forecast workforce needs based on business growth and hiring trends.
• Create dynamic headcount planning models to align with budgetary goals and resource allocation.
• Analyze historical data and market trends to refine recruiting forecasts and capacity planning.
• Design and manage initiatives such as Values-Based Interviewing, Cognitive Testing Programs, and Quality-of-Hire Measurement.
• Create project plans, set milestones, and manage cross-functional teams to deliver on time and within scope.
• Monitor the effectiveness of implemented programs and adjust strategies based on feedback and data insights.
• Evaluate, implement, and maintain recruiting tools, ATS systems, and analytics platforms to enhance operational efficiency.
• Partner with IT and vendors to optimize system integrations and ensure data flow across platforms.
• Train team members on utilizing technology and tools for maximum effectiveness.
• Lead cross-functional projects aimed at improving recruiting efficiency, scalability, and candidate experience.
• Identify opportunities to automate repetitive tasks and streamline processes.
• Stay informed about industry best practices and emerging trends in recruiting operations, analytics, and program management.

Benefits

• Competitive salary and meaningful equity
• Comprehensive medical, dental, and vision coverage
• Regular compensation reviews - great work is rewarded!
• Flexible paid time off policy
• Paid Parental Leave Program
• 401k plan & match
• In-office bicycle storage
• Fun events for Intercomrades, friends, and family!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Telecommunications