Recruiting Operations Lead

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 youll have the chance to shape the future of how we hire and grow our teams at a company thats redefining customer service through AI. As the Recruiting Operations Lead youll play a pivotal role in building the systems processes and programs that enable us to attract hire and develop the talent powering our mission. Your work will directly impact our ability to scale smarter and faster ensuring we remain the category leader in AI-first customer service. If youre passionate about operational excellence thrive in fast-paced environments and are excited by the transformational potential of AI this is your opportunity to make a real difference at a company thats setting the new standard in our industry.

Youll join Intercoms Recruiting Operations team a group dedicated to optimizing every aspect of our hiring journey. Our mission is to ensure every candidate and interviewer has a seamless equitable and impactful experience. As we continue our rapid growth and double down on our AI-first strategy your role will be central to aligning recruiting operations with broader company objectives. Youll act as a generalist and program manager owning systems tools and processes while also serving as a mentor and escalation point for our Dublin-based recruiting coordinators. This is a high-impact high-visibility role that bridges tech and business recruiting making you a key point of contact for cross-functional and company-wide initiatives.

What will I be doing

• Own and optimize all recruiting systems and processes. Evaluate implement and integrate emerging tools and automation to drive efficiency data accuracy and scalability.
• Oversee the recruiting tech stack as system admin. Drive updates integrations and explore emerging technologies (including AI and automation) to improve team efficiency and candidate experience.
• Own the RecOps ticketing process and team support. Proactively resolve issues and drive continuous improvements to daily recruiting operations.
• Drive strategic cross-functional initiatives that strengthen recruiting infrastructure enable data-driven decision-making and enhance overall team effectiveness.
• Provide guidance and support to the Dublin recruiting coordination team. Offer mentorship assist with escalations and maintain strong stakeholder relationships.
• Deliver data-driven insights and reporting to track hiring progress and optimize recruitment processes by creating robust dashboards to inform decision making
• Elevate candidate and interviewer experience by identifying pain points and implementing targeted process improvements.
• Represent recruiting operations as a key point of contact for cross-org and company-wide projects.

What skills do I need

• 5 years of experience in recruiting operations program management or a related field ideally in a fast-paced high-growth tech environment.
• Strong analytical and process optimization skills with a track record of driving measurable improvements.
• Skilled in leveraging data to inform decisions and drive outcomes.
• Excellent project management skills with the ability to manage multiple priorities and senior stakeholders across the org effectively.
• Comfort with data reporting tools (e.g. Ashby) and workflow automation.
• Exceptional communication and collaboration skills.
• Growth mindset resilience and curiosity.
• Passion for AI and its potential to transform how we work.

Bonus skills & attributes

• Experience working with technical recruiting stakeholders especially within engineering.
• Experience supporting high-volume recruiting or scaling hiring programs.
• Experience with a robust recruiting tech stack (e.g. Greenhouse BrightHire Ashby Analytics).
• Prior exposure to AI-driven tools or a strong interest in AI innovation.

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
• If youre cycling weve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
• MacBooks are our standard but we also offer Windows for certain roles when needed.

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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