Senior Business Operations Manager
Posted on 12/21/2022
INACTIVE
Intercom

1,001-5,000 employees

AI-enhanced customer service solution for businesses
Company Overview
Intercom stands out as a leading customer service solution provider, offering a unique blend of automation and human support that enhances customer satisfaction while reducing operational costs. Their AI-enhanced workspace, trusted chatbot, and no-code automations facilitate efficient team collaboration and swift issue resolution, contributing to a 15% increase in handled conversations. With over 25,000 global organizations relying on their platform, Intercom's commitment to delivering unparalleled user experiences and their vision for a future where most customer conversations are resolved without human intervention, make it an exciting and rewarding place to work.

Company Stage

Series D

Total Funding

$291.9M

Founded

2011

Headquarters

San Francisco, California

Growth & Insights
Headcount

6 month growth

4%

1 year growth

2%

2 year growth

7%
Locations
San Francisco, CA, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Sales
Communications
SQL
Tableau
Business Analytics
Data Analysis
Requirements
  • You have 5+ years of experience in technical or quantitative fields including significant operating experience within a technology company, with a mix of Finance, Analytics, Operations, management consulting, and Product roles
  • You should have a solid understanding of subscription-based businesses and SaaS metrics such as MRR, Churn, CAC, and LTV. Additionally, you should have some familiarity with general GTM funnel concepts and metrics including Self-serve vs Sales-led, PLG, Sales pipeline
  • You perform data analysis (and partner with the Data Science teams) to define key performance indicators; use them to better understand our business; identify opportunities and threats; and persuasively communicate findings to cross-functional stakeholders at all levels
  • You communicate effectively in written (documents and emails), visual (charts and decks), and verbal forms, and are able to calibrate communications for audiences of all levels
  • You have an appetite to absorb data (quantitative & qualitative) from a variety of sources (SQL, customer interviews, Sales rep data, competitors, product behavior, dashboards, meetings, etc.); connect it; and be able to draw a “so what?” conclusion
  • You have a proven commercial sense, i.e., be able to connect a course of action that Intercom takes to the impact on top or bottom line figures and other leading indicators of business performance
  • You are comfortable writing advanced SQL from scratch and designing and developing high quality Tableau dashboards
  • You have a basic working knowledge of statistical concepts (but you don't have to be a data scientist)
Responsibilities
  • Develop business cases for Intercom to invest in new markets, new product offerings, or deliver improved business performance through other channels; working with teams across the business to drive strategies and recommendations all the way through to reality
  • Become a subject matter expert in one or more of our business; contribute to the creation of the “winning strategies” for those areas; and provide insights and opinion on those areas on an ongoing and proactive basis
  • Closely partner with our finance, business analytics and data teams to assess the health of our business systems and revenue reporting infrastructure for an executive audience. Deliver a unified dashboard that concisely communicates in which areas of our business we are doing well and in which areas there are opportunities
  • Establish and run an ongoing cadence of business performance reporting including recommendations on what can be improved and coordinating with stakeholders on the ownership and actions