Job Description
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, strategic, and impact-driven Sales Strategy & Operations Manager to join our Revenue Operations team, supporting Intercom’s Partnerships organization.
Our departmental mission is to empower Intercom’s go-to-market teams with the systems, insights, and strategies that drive predictable revenue growth and create exceptional customer experiences. In this role, you will be the primary strategic and operational partner to our Partnerships leadership team.
You will operate at the intersection of strategy, analytics, deal support, and operational execution, owning how we scale our partnerships motion, measure its impact, and continuously optimize how we go to market with and through partners. This is a high-visibility role with direct exposure to executive stakeholders and the opportunity to significantly shape Intercom’s ecosystem strategy and growth trajectory. This is a chance to significantly influence Intercom’s growth trajectory, deliver improved efficiencies for Partnerships, and work in a dynamic, AI-first, data-driven environment.
What will I be doing?
- Strategic Collaboration & Stakeholder Management: Act as a trusted advisor to Partnerships leadership. Translate high-level ecosystem and revenue strategy into clear operational plans, measurable goals, and scalable processes. Support executive decision-making through structured analysis, business cases, and strategic recommendations.
- Process Design & Optimization: Design, refine, and scale partnership go-to-market models, including coverage, role design, incentives, and engagement motions. Continuously evaluate performance and recommend improvements to increase partner-sourced and partner-influenced revenue.
- Strategic Project Leadership: Own and drive cross-functional projects, leveraging industry best practices in areas such as sales forecasting methodology, account coverage models, and Salesforce enhancements. Bring structure and momentum to complex, cross-functional initiatives.
- Operating Rhythm & Performance Management: Build and run the Partnerships “business engine,” including forecasting processes, QBRs, pipeline reviews, and performance scorecards. Establish clear KPIs to measure partner productivity, ROI, ecosystem impact, and revenue contribution. Ensure leadership has visibility into performance trends and risks.
- Forge Strong Partnerships: Lead high-priority, cross-functional initiatives across Sales, Finance, Product, Marketing, Legal, and Business Systems. Bring structure and momentum to ambiguous projects such as partner program redesigns, tooling enhancements, and portfolio optimization efforts.
- Data Analysis & Insight Generation: Develop dashboards and reporting frameworks that track partner performance across sourced pipeline, influenced revenue, adoption metrics, and productivity. Translate complex data into compelling narratives and actionable insights for senior leadership.
- Innovate with AI: Identify opportunities to leverage AI to enhance existing processes, automate manual workflows, and improve the quality and accessibility of insights. Optimize relevant content and prompts for our internal AI content repository.
- Drive Operational Excellence: Maintain high standards across all deliverables, documentation, and stakeholder engagements. Proactively document methodologies and frameworks so processes are scalable, repeatable, and resilient as the Partnerships organization grows.
What skills do I need?
- 5+ years of experience in Sales Operations, Revenue Operations, Partnerships Strategy & Operations, Management Consulting, or Corporate Strategy, ideally within a high-growth SaaS or AI company
- Advanced Salesforce expertise: reporting, dashboards, data integrity, user administration, etc.
- Exceptional analytical and data modeling skills: expert in Excel/Google Sheets; able to translate complex data into actionable insights
- Strong project management skills: able to manage multiple projects from scope to delivery; organized and detail-oriented
- Exceptional communication: clear and compelling written and verbal skills; adept at presenting insights and recommendations to leadership
- Partnerships expertise: Experience supporting Partnerships, Business Development, or Ecosystem teams; Familiarity with partner-sourced and partner-influenced revenue models
- Strategic business acumen: able to translate sales strategy into operational plans; proactive, structured problem-solver with good judgment
- Bachelor’s Degree
Bonus skills & attributes
- Experience with Tableau, Gong, Outreach, SQL
- Experience with working closely with Enterprise Sales Operations
- Experience leveraging AI to enhance reporting, analysis, or workflow automation
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 $157,500 - $193,500. 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).
#LI-Hybrid
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 three 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.
