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?
As Intercom continues to scale, the People Programs team plays a pivotal role in designing and delivering impactful employee experiences across the full lifecycle - from onboarding and performance to manager development. We’re looking for a Senior People Programs Specialist to lead the execution of our core talent programs, ensuring operational excellence while enabling our senior team to focus on strategic initiatives.
This role will be the operational engine behind some of our most visible and impactful programs. The Senior People Programs Specialist will facilitate high-touch onboarding experiences, support performance management cycles and manager development programs, and bring strong coordination, communication, and reporting skills to everything you do. This individual will also continuously improve how we deliver programs by surfacing insights, identifying gaps, and helping us scale with quality.
What will I be doing?
Onboarding
- Facilitate engaging onboarding sessions for new U.S. employees, delivering a best-in-class first week experience in SF.
- Own onboarding logistics and administration, including pre-onboarding communications, scheduling, and coordination.
- Continuously improve the onboarding program by analyzing quarterly feedback data and refining content to align with the evolving strategy.
Performance Management
- Drive execution and delivery of performance cycles including system setup, audits, communications, and reporting.
- Partner on enablement and comms around expectations, ratings, and feedback.
- Monitor compliance with timelines and escalate issues as needed.
Manager Development
- Support bi-annual Manager Academy by coordinating logistics, materials, communications, and facilitation support.
- Conduct retrospective and support in making meaningful changes to the program design.
Reporting & Program Ops
- Build and maintain reports on program outcomes, employee trends, and key performance metrics.
- Ensure accuracy and consistency of data across tools and reports, partnering closely with People Systems and People Data teams.
- Manage survey administration (onboarding, offboarding, etc.) and support ad hoc projects as needed.
What skills do I need?
- 3–5 years of experience in HR, L&D, or People Operations roles with a focus on program coordination and execution
- Strong project management and organizational skills, ability to thrive in a fast-paced, evolving environment
- Exceptional attention to detail and a bias toward action and improvement
- Excellent communication skills and comfort working across stakeholders at all levels
- Experience working with HR systems and tools (e.g., Workday, Lattice) a plus
- A passion for creating employee experiences that are thoughtful, consistent, and impactful
- Curiosity about AI and a forward-thinking mindset, the individual is excited by how emerging technologies can make programs more effective and scalable, even if they are still learning the tools
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!
- A collaborative, innovative work environment where your contributions have a direct impact on the company and its enterprise customers.
- Opportunities for professional development and growth.
- A culture that fosters curiosity, customer obsession, and technical excellence.
- 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 $97,200 - $124,200. 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 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.
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