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Salary: USD 128,700 - 153,725 / annual
Intercom (Fin) is seeking a Professional Services Operations Manager to join the Revenue Operations department, supporting the Professional Services and Solutions Engineering organizations. The company's AI Customer Agent, Fin, is the highest-performing AI customer support solution on the market, used by nearly 30,000 global businesses.
In this role, you will serve as a strategic and operational partner to ProServ and SE leadership, bringing data-driven insights and operational excellence to how these teams plan, deliver, and scale customer engagements. You'll design and refine scalable processes that improve team efficiency and customer outcomes across the customer lifecycle.
Key responsibilities include:
- Designing and managing scalable processes for SE and ProServ teams, focusing on planning, delivery, and impact measurement
- Building data-driven frameworks and dashboards to track POC effectiveness, attach rates, activation rates, go-live rates, and time-to-go-live metrics
- Monitoring utilization, services attach rates, and bookings/margin performance to drive operational excellence and forecast delivery capacity
- Analyzing trends and surfacing insights that influence strategic decisions and operational priorities
- Owning and continuously improving operational systems and tools, including RocketLane and Salesforce
- Partnering with cross-functional teams (Sales, Analytics, Finance, RevOps) to align strategy and execution
- Serving as a trusted advisor to leadership, providing clear recommendations and structure in a fast-changing environment
Required qualifications include a Bachelor's degree and 5+ years of experience in Solutions Operations, ideally supporting ProServ and SE teams within high-growth SaaS or AI companies. You must have strong Salesforce skills (reporting, dashboards, data integrity, administration), PSA platform experience (RocketLane or similar), advanced data modeling and analytics capabilities (expert Excel/Google Sheets), strong project management skills, clear communication abilities, and strategic business acumen.
Bonus skills include experience with Tableau, Gong, and SQL. The role is based in San Francisco and offers competitive salary, meaningful equity, comprehensive benefits, flexible PTO, paid parental leave, 401k matching, and access to best-in-class AI tools.
