Project Manager - R&D Operations

The job overview for the Operations Manager role in the R&D organization at Intercom is to provide direction and alignment to the day-to-day operations of the team. The Operations Manager will work closely with the R&D Leadership team to bring efficiency and effectiveness to all aspects of how the organization operates. This role will involve advocating for process improvement, managing a roadmap of improvements, ensuring smooth working rhythms and communications, and partnering with external stakeholders to support their success. The Operations Manager will have the opportunity to make a wide-ranging impact by bringing clarity, cohesion, and operational rigor to a high-performing organization that is scaling rapidly.

Act as a trusted advisor and partner to the R&D Leadership team in all aspects of operations

Direct activities aimed at continuously improving the effectiveness and efficiency of the R&D org

Advocate for process improvement, while managing a roadmap of improvements in alignment with R&D partners

Ensure "Business As Usual" working rhythms, tasks, and communications run seamlessly

Partner with external R&D stakeholders in CS, Sales, Marketing, and other functions to support and enable their success

Facilitate R&D wide alignment on strategic priorities

Lead setting priorities and enforcing accountability

Help create and enforce decision-making responsibilities and processes at all levels across the organization

Define and run regular operating rhythms covering all aspects of organizational health (product, profit, people)

Surface operational issues and facilitate discussions around them

Deliver solutions/process improvements aimed at improving how we work

• Operations background and hands-on experience in managing projects aimed at improving organizational health, effectiveness, and efficiency
• Action-oriented and able to work fast and to high standards
• Highly trusted and able to work autonomously
• Excellent communication and influencing skills
• Natural facilitator with the ability to bring cohesion and drive others to the right outcomes
• Pragmatic and flexible
• Strong stakeholder management skills, able to partner with leaders and managers at all levels
• Experience in operations and project/program management

• Competitive salary and equity in a fast-growing start-up
• Regular compensation reviews
• Life assurance
• Comprehensive health and dental insurance for you and your dependents
• Open vacation policy and flexible holidays
• Cycle-to-Work Scheme with secure bike storage
• MacBooks and necessary equipment provided
• Mentoring and feedback from teammates and manager
• Trusted advisor and partner to the R&D Leadership Group
• Learning opportunities from Group Managers and leads of partner teams and functions
• Hybrid work model with two days in the office per week
• Equal Employment Opportunity policy
• Permanent residence hiring in Australia, Ireland, England, and applicable US states