• Location
    • San Francisco
  • Date Posted
  • Dec. 24, 2021
  • Function
  • Operations
  • Sector
  • Business Applications

Communication has changed for people. It’s changed for businesses, too.

Intercom is the only suite of customer messaging products that drives growth at every stage of the customer lifecycle—across acquisition, engagement, and support. Today more than 25,000 businesses use Intercom to connect with a billion people worldwide.

Join the company helping businesses grow revenue through live chat, and so much more.

What’s the opportunity?

The world is changing. At Intercom, we compete in a dynamic market where the pace of change is rapid and customer expectations are rising. Our goal is to stay ahead of the market, to innovate, to drive impact for our customers, and to deliver great results. Having a clear, differentiated, and strong strategy is a key ingredient to achieve this goal. The Senior Director of Business Operations will be responsible for leading strategy development and assessment and implementation, in partnership with executives and leaders across the company.

An ideal candidate has demonstrated high quality experience in technology strategy thought leadership and a track record of translating those ideas into action and business impact. Success in this role will require exceptional communication and leadership skills - synthesizing and complementing ideas from around the company and advocating effectively for new ideas. This leader will collaborate with executives and leaders around the company - product, go to market, finance, and others - to ensure we surface and invest in the best ideas from around Intercom.

What will I be doing?

This role reports to the VP of Strategic Planning and Operations (Chief of Staff), and is a rare opportunity to have a material impact on the trajectory of a scale, high growth software company. We’re looking for a strong leader who can look several steps ahead, identify meaningful trends and opportunities in the market, make a strong business case for pursuing great ideas, and chart the course of what we need to do to execute.

  • Develop robust market and competitive intelligence to influence strategic choices and direction
  • Spot new opportunities and advocate for how we invest in pursuing them
  • Bring an external, market lens to our reporting, analysis, and decision-making
  • Initiate and cultivate new strategic growth opportunities
  • Lead a small, high impact of team of Business Operations professionals to deliver this work
  • Collaborate with leaders around the business to complement and enhance their ideas, bringing the best of Intercom together in one place to guide our strategic direction

What skills do I need?

  • 12-15+ years of relevant professional experience (may include investment banking, management consulting, VC / private equity), including 3-5+ years of proven impact within a high growth technology company
  • Exceptional qualitative and quantitative analytic capabilities - ability to roll up sleeves and act as player / coach, toggling between C-suite and ground level questions
  • Well-rounded background in product, go to market, and finance
  • Strong strategic mindset, including deep fluency in organic and inorganic growth strategy
  • Passion for innovation
  • An in depth understanding of the SaaS business model and metrics
  • A strong and inspiring communicator to both the team and executives and senior cross-functional partners


  • 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!
  • Open vacation policy and 10 corporate holidays
  • Paid Parental Leave Program
  • 401k plan
  • In-office bicycle storage
  • Fun events for Intercomrades, friends, and family!
  • Proof of eligibility to work in the United States is required.

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.