Solutions Operations Manager - Scaled Customer Experience

Intercom • San Francisco, CA

43d • 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 looking for an analytical and experienced Solutions Operations Manager to join our Revenue Operations department, supporting our growing Scaled Customer Experience organization. Our mission in RevOps is to empower Intercom's go-to-market teams with the systems, insights, and strategies that drive predictable revenue growth and exceptional customer experiences. In this role, you'll be a pivotal strategic and operational partner to Scaled Customer Experience leadership - which encompasses Scaled Customer Success, Customer Education, Digital Customer Success, and other strategic programs. You will bring clarity, structure, and data-driven insight to how these teams plan, deliver, and scale. The work you do will directly shape how we operate across the customer lifecycle, helping Intercom grow efficiently while delivering meaningful value to customers.

Requirements

• Bachelor's Degree.
• 5+ years of experience in Solutions Operations, ideally directly supporting Scaled & Digital teams within a high-growth SaaS or AI company.
• Salesforce Skills: Reporting, dashboards, data integrity, user administration, etc.
• Tableau knowledge: Experience providing business requirements for dashboards.
• Customer Success Platform Experience: Vitally or similar.
• Advanced Data Modeling & Analytics: Expert Excel/Google Sheets; translate complex data into actionable insights.
• Strong Project Management: Manage multiple projects from scope to delivery; organized & detail-oriented.
• Clear Communication: Concise written/verbal skills; adept at presenting insights to leadership.
• Strategic Business Acumen: Translate solutions strategy into operational plans; proactive problem-solver.

Nice To Haves

• Experience using Gong, SQL.

Responsibilities

• Design, refine, and manage scalable processes that improve how our Scaled teams plan, deliver, and measure impact.
• Build data-driven frameworks and dashboards that bring visibility to performance, forecasting, risk identification, and business outcomes - including metrics that quantify customers' Fin performance (our AI Customer Support Agent), and customer retention.
• Quantify the impact of scaled programs (e.g., webinars, academies, in-product education) by tracking adoption, engagement, and their effect on Fin performance and commercial outcomes.
• Partner with the Scaled, Digital and Voice of Customer (VOC) teams to ensure program execution and reporting are tied to key targets.
• Analyze trends and surface insights that influence strategic decisions and operational priorities.
• Partner with cross-functional teams (Sales, Analytics, Finance, RevOps) to align strategy, goals, and execution.
• Own and continuously improve operational systems and tools - such as Vitally, Salesforce, and our internal VOC tooling - that power day-to-day execution.
• Serve as a trusted advisor, providing clear points of view, recommendations, and structure in a fast-changing environment.

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: Professional, Scientific, and Technical Services
• Number of Employees: 501-1,000 employees