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.
What's the opportunity?
We are seeking a highly skilled Recruiting Operations Manager with a strong analytical mindset, technical expertise, and proven experience in workforce modeling, forecasting, and reporting. This role requires exceptional program management skills to lead and execute strategic initiatives, such as implementing values-based interviewing frameworks, cognitive testing programs, and quality-of-hire measurement systems. You will optimize our recruiting processes, develop insightful reporting tools, and drive strategic workforce planning to support our talent acquisition goals.
What will I be doing?
- Recruiting Operations Management
- 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.
- Data Analytics & Reporting
- 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.
- Headcount Forecasting & Workforce Planning
- 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.
- Program & Project Management
- Design and manage initiatives such as:
- Values-Based Interviewing: Develop and implement an interview framework that evaluates candidates for cultural and organizational alignment.
- Cognitive Testing Programs: Partner with vendors and internal stakeholders to introduce and integrate cognitive assessment tools into the hiring process.
- Quality-of-Hire Measurement: Define and track key metrics to assess long-term hiring success and inform continuous improvement.
- 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.
- Design and manage initiatives such as:
- Technology & Tools Management
- 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.
- Strategic Initiatives
- 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.
What skills do I need?
- Experience:
- 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.
- Analytical Acumen:
- 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 a different audiences.
- Technical Skills:
- Highly adept in Google Sheets, Excel and Google Slides
- Proficiency with Applicant Tracking Systems (ATS) and HRIS platforms.
- Soft Skills:
- 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.
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!
*Proof of eligibility to work in the United States is required.
The base salary range for candidates within the San Francisco Bay Area is $155,400 - $180,600. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).
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.
Is this role not quite what you're looking for? Join our Talent Community to stay connected with us.
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.
Gallery
.png)
