Sales Operations Manager, Emerging AI Products

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

Were looking for an analytical curious and impact-driven Sales Operations & Strategy Manager to join our Revenue Operations team. Our departmental mission is to empower Intercoms go-to-market teams with the systems insights and strategies that drive predictable revenue growth and create exceptional customer experiences. This is a unique opportunity to build and scale the new Emerging AI Products sales team at Intercom.

Youll be the founding sales operations and strategy team member supporting this organisation responsible for defining the operations playbook building cross-functional relationships and establishing the foundations that enable our sales team to bring new AI products to the market.

In this role you will be the strategic partner to our head of Sales Emerging AI products and their global organization. This unique opportunity places you at the forefront of data process optimization and strategy execution directly contributing to our fast-growing sales team achieving ambitious targets. Youll manage complex workflows end-to-end bring structure to ambiguous problems and connect data to the broader business context. This is a chance to significantly influence Intercoms growth trajectory deliver improved efficiencies for Sales and work in a dynamic AI-first data-driven environment.

What will I be doing

• Strategic Collaboration & Stakeholder Management: Act as a trusted advisor and strategic partner to emerging AI product sales leadership proactively understanding their challenges identifying opportunities for improvement and shaping clear data-driven recommendations.
• Process Design & Optimization: Develop support and continuously refine scalable operational cadences for sales forecasting quarterly business reviews and performance reporting. Follow and improve clear efficient intake processes for new Sales Operations requests ensuring effective prioritization and execution.
• Strategic Project Leadership: Own and drive cross-functional projects leveraging industry best practices in areas such as sales forecasting methodology defining and optimizing books of business territory coverage models and Salesforce enhancements. Bring structure and momentum to complex cross-functional initiatives.
• Forge Strong Partnerships: Collaborate with key stakeholders across Sales Business Systems Sales Enablement Finance Customer Success and Revenue Operations to drive alignment and execution ensuring processes and insights are tightly connected to stakeholder goals.
• Data Analysis & Insight Generation: Regularly analyze sales performance data developing and maintaining robust dashboards and reporting frameworks. Translate complex data into clear compelling narratives and provide actionable insights and strategic recommendations to sales leadership on key trends pipeline health conversion rates and areas for strategic intervention.
• Innovate with AI: Identify opportunities to leverage AI to enhance existing processes automate manual workflows and improve the quality and accessibility of insights. Optimize relevant content and prompts for our internal AI content repository.
• Drive Operational Excellence: Embody a culture of high standards ensuring exceptional quality in all project deliverables documentation and sales enablement engagements that impact and drive change within the Sales team. Proactively document methods and reasoning so workflows are scalable and repeatable

What skills do I need

• Bachelors Degree in a relevant field or equivalent practical experience
• 5 years of experience in Sales Operations Revenue Operations Management Consulting or Corporate Strategy ideally within a high-growth SaaS or AI company
• Advanced Salesforce expertise: reporting dashboards data integrity user administration etc.
• Exceptional analytical and data modeling skills: expert in Excel/Google Sheets; able to translate complex data into actionable insights
• Strong project management skills: able to manage multiple projects from scope to delivery; organized and detail-oriented
• Exceptional communication: clear and compelling written and verbal skills; adept at presenting insights and recommendations to leadership
• Strategic business acumen: able to translate sales strategy into operational plans; proactive structured problem-solver with good judgment

Bonus skills & attributes

• Experience with Tableau Gong Outreach SQL
• Experience with working closely with Enterprise Sales Operations
• Experience leveraging AI to enhance reporting analysis or workflow automation

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.

#LI-Hybrid

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.