Scaled Partner Enablement Manager

Intercom•San Francisco, CA

2d•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? Intercom is rapidly scaling its Partner Ecosystem, and the effectiveness of this growth depends on our ability to train hundreds of partners efficiently and consistently. We are looking for a highly motivated Scaled Partner Enablement Program Manager to own the end-to-end enablement content strategy, creation, and delivery for our entire partner base through digital channels. This role is the engine behind our partner's readiness and growth, ensuring every partner, regardless of tier or location, has access to world-class learning assets across Sales, Technical, and Services competencies.

Requirements

5+ years of progressive experience in Enablement or Learning & Development, preferably in a B2B SaaS or Partner/Channel environment.
Proven expertise in designing and developing scalable digital learning content (e.g., e-learning modules, video scripts, certification programs).
Deep familiarity with managing and administering a Partner LMS (e.g., Docebo) and a content management system (CMS) or sales enablement platform (e.g., Highspot) for content distribution.
Strong analytical skills with experience using platform data to measure content effectiveness and drive engagement improvements.
Exceptional written and verbal communication skills, with the ability to translate complex product/technical concepts into clear, action-oriented partner training.

Nice To Haves

Experience with PRM tools like Impartner or Partnerize is a plus

Responsibilities

Design, develop, and maintain high-quality enablement content and learning paths across three core partner competency areas: Sales Enablement, Technical Enablement, and Services Enablement.
Manage the Partner Learning Management System (LMS) and Partner Enablement Hub as primary delivery mechanisms, ensuring content is current, intuitive, and engaging.
Establish and manage a scaled content calendar, working with subject matter experts (SMEs) across Partner Management, Product Marketing, and GTM teams to transform complex information into digestible training modules.
Own and optimize partner engagement metrics: including the number of partners completing modules, completion rates, and click-through rates (CTRs) on key assets to demonstrate the impact of the scaled motion.
Continuously audit, update, and retire obsolete content to maintain a high level of content hygiene and partner experience.
Report to the Senior Director of Enablement, providing regular updates on scaled program performance and engagement analytics.