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 looking for a Senior HCM Program Manager with a strong background in HR systems, specifically Workday, to join our People team and drive operational excellence across our teams. This role is a unique opportunity to shape the way we leverage Workday to streamline processes for Recruiting Ops, People Ops, Compensation, and other key teams, ensuring efficient, scalable, and user-friendly systems and processes. Operational excellence in this context means creating systems and workflows that reduce manual effort, minimise errors, and empower teams to focus on strategic work by leveraging Workday’s capabilities to their fullest potential. The scope of this role will encompass the full breadth of the hire-to-retire business process, ensuring alignment across all stages of the employee lifecycle. By aligning and prioritising needs across the People organisation (as internal stakeholders) and Finance (as an external stakeholder with dependencies on People), you’ll ensure that Workday becomes a cornerstone for data-driven decision-making, compliance, and improved employee experiences. You’ll also play a critical role in defining and maintaining a cohesive Workday roadmap in collaboration with our People Systems team.
What will I be doing?
- Collaborating with stakeholders across the People organisation (internal stakeholders) and Finance (external stakeholder) to understand operational challenges and opportunities.
- Acting as the single point of contact between the People org and the People Systems team within Intercom’s IT organisation.
- Gathering and prioritising functional requirements based on input from teams like Recruiting Ops, People Ops, and Compensation, while considering Finance’s dependencies on People-related processes.
- Developing and maintaining a functional Workday roadmap in partnership with People Systems to align system capabilities with organisational needs and dependencies.
- Identifying opportunities to streamline and automate manual processes.
- Ensuring processes and configurations align with best practices and meet the functional needs of the People organisation and dependencies of Finance.
- Driving program management initiatives, coordinating cross-team efforts, and tracking progress on Workday-related projects.
What skills do I need?
- Strong functional knowledge of Workday and understanding of broader people processes.
- 6 - 8 years experience working with cross-functional teams and key stakeholders, including People Ops, Recruiting, Compensation, Finance, and IT.
- Excellent program management skills, with a proven ability to prioritise and execute multiple initiatives involving many stakeholders with competing priorities.
- Strong analytical and problem-solving abilities to translate operational needs into system solutions.
- Exceptional communication, collaboration and influencing skills to align diverse stakeholders and ensure clarity across teams.
Bonus skills & attributes
- Previous experience in a similar role within a fast-paced, scaling organisation.
- Familiarity with Workday’s advanced modules
- Background in People process improvement and operational streamlining
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 equity in a fast-growing start-up
- We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
- Regular compensation reviews - we reward great work!
- Pension scheme & match up to 4%
- Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
- Flexible paid time off policy
- Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
- If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
- MacBooks are our standard, but we also offer Windows for certain roles when needed.
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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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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