Intercom was founded in 2011 to change the standard of customer service online. Our AI-first customer service platform is a totally new way to deliver customer service and is designed to transform the way businesses interact with their customers through AI. We all know that customer service on the internet sucks. It’s slow and impersonal. We help businesses provide instant and exceptional service to their customers and maximize their support agents’ productivity, efficiency, and performance—all through our single AI system. More than 25,000 businesses use Intercom to send millions of messages to millions of customers each month.Intercom has been a long-standing product leader and cultural icon in the technology and startup worlds for more than a decade. We set the pace for our industry and live by our values that allow us to push boundaries, build with speed and intensity, and deliver incredible value to our customers.Join us on our mission to redefine customer service and make internet business personal.
What's the opportunity? 🤔
The Enterprise Systems organization is responsible for the selection, architecture, governance and administration of all SaaS applications and data sets that power our Enterprise teams (Finance, People and Legal). Reporting to the Director of Enterprise Systems, we’re in search of an experienced Manager to lead our People Systems team, owning all systems and data engineering for our People Systems and Processes Portfolio. We have a modern People Systems stack that includes: Workday, Greenhouse, Pave, etc.
What will I be doing? 🚀
- Partner with VPs and Directors in the People organization to design and continuously improve our People systems architecture and processes.
- Collaborate with peer leaders to establish your team’s annual strategy and quarterly roadmaps, focusing on automation and scalability to support the company's growth goals.
- Own the technology strategy and operations for the People systems portfolio.
- Build and manage the People Systems team, fostering a high-performing, supportive environment to effectively execute on the strategic roadmap.
- Promote a culture of innovation by introducing new software, systems, and programs.
- Gather and document cross-functional requirements (from business, reporting, analytics) to analyze business needs and select optimal system solutions.
- Oversee and streamline ticket management to provide efficient, global end-user support for People Operations.
- Develop strategic roadmaps and maintain a prioritized project backlog to guide the team’s focus and execution.
- Configure and manage system components including fields, forms, workflows, reports, dashboards, integrations, and other complex modules.
- Support the People organization during critical cycles such as open enrollment, performance reviews, and compensation planning.
- Collaborate with Systems team leaders to implement best-practice People processes, architectures, and integrations that enhance adoption, usability, and operational efficiency.
- Manage external consultants as needed to meet project demands.
- Drive adoption and optimize value by recommending improvements for new People SaaS platform features and functionality, focusing on process enhancements and ROI.
- Develop and maintain policies, standards, and procedures to ensure consistency and compliance.
What skills do I need? 📖
- 6 - 7+ years of experience in a similar role with a strong focus on Workday, other People Systems and data quality management.
- 2+ years of people management experience
- Passionate about driving adoption and maximizing value from Intercom’s People system.
- Proven track record of creating and executing strategies and roadmaps that enable teams to scale effectively while managing day-to-day technical operations for fast-growing stakeholder groups.
- Exceptional collaboration, communication, and stakeholder management skills, with a history of achieving positive outcomes through teamwork and influence.
- Proficient in Workday, Greenhouse, and other leading People/HR SaaS platforms, with experience architecting complex solutions.
- Strong problem-solving and technical skills, combined with excellent program, project, and operations management abilities.
- Skilled in both verbal and written communication, with a natural curiosity for understanding complex systems and a passion for learning.
- Thrives in a fast-paced, high-growth startup environment.
Benefits 😍
We are a well-treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us! :)
- 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!
Policies
Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least two days per week.
We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.
Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.
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Top Skills
What We Do
Intercom is the next generation customer service platform, built for an AI-first world. Intercom is the only platform that combines an AI Bot + AI Help Desk + Proactive Support tools into one seamless platform.
Founded in 2011 and backed by leading venture capitalists, including Kleiner Perkins, Bessemer Venture Partners and Social Capital, Intercom is on a mission to make internet business personal.
Our products are great to sell, because they're loved by our customers. We received a “Top Rated” for Live Chat on Trustradius, and we’re a Top 50 product for Small Businesses on G2 - we think these awards speak for themselves.
Why Work With Us
We're a more established company that still feels like a start-up environment. We operate and innovate quickly. Employees have the opportunity to take big bets, make signficiant impact, and advance in their careers.
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