Manager, Customer Education (Production & Innovation)
Manager, Customer Education (Production & Innovation)
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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 30000 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.
Whats the opportunity
At Intercom were on a mission to make internet business personal. Our AI-first customer service suite is changing the standard for how businesses support their customers making it faster smarter and more human. Our Customer Education team plays a key role in that mission by equipping our customers with the knowledge tools and training they need to get the most value out of Intercom.
As Manager Customer Education (Production & Innovation) youll report to the Director of Customer Education. This role will be responsible for driving the evolution of how we design produce and deliver learning experiences at scale across all our distribution channels: our Fin and Intercom products themselves our Fin and Intercom Academies and non-owned channels like Youtube or content syndication opportunities. Youll lead innovation in our production processes champion the use of new technologies (including AI) and set the standard for quality across all of our educational formats and platforms. Youll also partner closely with teams across the business to ensure were creating impactful content that supports our customers and partners in product adoption.
This is a senior-level strategic role at the intersection of learning technology and design requiring creativity operational rigor and strong cross-functional collaboration. Youll be at the forefront of building scalable high-quality education that blends digital production automation and human creativity to help customers succeed with Intercom.
This is a fantastic opportunity for a proven leader who is passionate about education obsessed with quality and driven to innovate in how learning is created and delivered. We move fast experiment boldly and raise the bar on every piece of content we produce. If you want to shape the future of customer learning and build industry-defining educational experiences join us.
What will I be doing
- Define codify and help evolve our production process with a strong focus on video and continuous innovation including (but not limited to) AI production tools and processes.
- Youll help define and maintain the voice tone design style and user experience across our CEd content and surfaces.
- Youll partner with our team of LXDs and additional producers (as required) to lead creative direction.
- Formalize the inputs for our content roadmap. From CSM Support Product Growth and ad hoc business requirements we need to assess prioritize and manage expectations before committing to production.
- Build and maintain a clear production roadmap and calendar ensuring content produced by the team launches on time and in step with prioritization requirements.
- Were looking for a creative leader who can lead by addition to driving innovation youll directly produce and deliver impactful educational content as part of your work.
- Youre very data literate: and will own the performance of the content systems and processes you create. Examples (but not limited to):
- On time shipping of content
- Learner sentiment for the content you help produce
- Performance of the content you help produce
What skills do I need
- You have 5 years of proven experience leading customer education production and delivery in education.
- You have strong project and people management experience (3 years managing contractors vendors and/or direct reports).
- Track record of scaling production through tooling workflows and process innovation.
- Youre curious about and comfortable with new technology bringing a solid understanding of AI and customer experience tools.
- Strong cross-functional collaboration skills to drive customer outcomes at scale.
- Youre a natural storyteller and are a natural at explaining complex topics simply and in an engaging way.
- You have a strong data-driven and operational mindset with experience A/B testing and leveraging data visualization platforms such as Tableau.
- Player-coach with strong execution chops. Our team has to move extremely fast. This is a hands-on role not a people manager-only role.
Benefits
We are a well-treated bunch with awesome benefits! If theres something important to you thats 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
MacBooks are our standard but were happy to get you whatever equipment helps you get your job done
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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Required Experience:
Manager
Employment Type
Full Time
