Professional Services Operations Manager

Intercom
San Francisco
Workplace: HybridFull timeUSD 128,700 - 153,725 annuallyFunction: Business OperationsExperience: 5+ yearsEducation: bachelorsSkills: ["Communication","Analytical thinking","Problem-solving","Leadership","Data-driven"]

Analytical and operational leader to optimize and scale Intercom’s Professional Services and Solutions Engineering organizations within Revenue Operations. You’ll design scalable processes, build data-driven dashboards, monitor activation/go-live metrics, and partner with cross-functional teams to drive forecast accuracy, delivery capacity, and strategic decisions in a high-growth SaaS environment that leverages AI-powered customer service solutions.

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Intercom
Intercom
4 months ago

Professional Services Operations Manager

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Last checked: 4 hours agoStatus: Live

Job Summary

Analytical and operational leader to optimize and scale Intercom’s Professional Services and Solutions Engineering organizations within Revenue Operations. You’ll design scalable processes, build data-driven dashboards, monitor activation/go-live metrics, and partner with cross-functional teams to drive forecast accuracy, delivery capacity, and strategic decisions in a high-growth SaaS environment that leverages AI-powered customer service solutions.
Location: San Francisco
Workplace: Hybrid
Employment Type: Full time
Job Function: Business Operations
Seniority: Manager level

Key Responsibilities

  • •Design, refine, and manage scalable processes that improve how SE and ProServ teams plan, deliver, and measure impact.
  • •Build data-driven frameworks and dashboards bringing visibility to performance, forecasting, and business outcomes (e.g., POC effectiveness, attach rates, post-engagement performance of Fin).
  • •Partner with ProServ leadership to monitor Fin Activation Rate, Go-Live Rate, and Time to Go-Live for efficient launches and on-schedule customer outcomes.
  • •Measure and analyze Utilization, Services Attach Rate, and Bookings/Margin to forecast delivery capacity and drive operational excellence.
  • •Own and continuously improve operational systems and tools (e.g., RocketLane and Salesforce) that power day-to-day execution.

Pay and Benefits

Salary: USD 128,700 - 153,725 annually
Equity and Bonus:Equity
Perks:MedicalDentalVision401kEquityRsus

Key Requirements

  • •Bachelor’s Degree.
  • •5+ years of experience in Solutions Operations, ideally directly supporting ProServ & SE teams within a high-growth SaaS or AI company; experience with Partners preferred.
  • •Salesforce skills: Reporting, dashboards, data integrity, user administration, etc.
  • •PSA platform experience: RocketLane or similar.
  • •Advanced data modeling & analytics: expert Excel/Google Sheets; translate complex data into actionable insights.
Experience:5+ yearsSaaSAICustomer serviceRevenue Operations
Education:Bachelor's
Skills:CommunicationAnalytical thinkingProblem-solvingLeadershipData-driven
Languages:English
Tech Stack:SalesforceRocketLaneTableauGongSQL

Company Brief

Intercom
Provides a customer messaging platform combining chat, bots, and product tours to help businesses convert, engage, and support customers across their lifecycle. Integrates with CRM and workflow tools for personalized in-app and email communication.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series D
Headquarters: San Francisco, United States
Founded: 2011
WebsiteLinkedIn