operations
Posted 1 weeks agoProfessional Services Operations Manager
at Intercom
San Francisco, United StatesHybrid
Responsibilities
- Design, refine, and manage scalable processes that improve how our SE and ProServ teams plan, deliver, and measure impact.
- Build data-driven frameworks and dashboards that bring visibility to performance, forecasting, and business outcomes - including POC effectiveness, attach rates, and post-engagement performance of our AI Agent, Fin.
- Measure and analyze Utilization, Services Attach Rate, and Bookings/Margin performance to drive operational excellence and forecast delivery capacity.
- Analyze trends and surface insights that influence strategic decisions and operational priorities.
- Own and continuously improve operational systems and tools - such as RocketLane and Salesforce - that power day-to-day execution.
Requirements
- Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences.
- Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey – from service, to sales, to ecommerce.
- Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration.
- Our mission in RevOps is to empower Fin's go-to-market teams with the systems, insights, and strategies that drive predictable revenue growth and exceptional customer experiences.
- Partner with ProServ leadership to monitor Fin Activation Rate, Go-Live Rate, and Time to Go-Live, ensuring launches are efficient and customer outcomes are achieved on schedule.
- Serve as a trusted advisor, providing clear points of view, recommendations, and structure in a fast-changing environment. What skills do I need? Bachelor’s Degree. 5+ years of
- experience in Solutions Operations, ideally directly supporting ProServe & SE teams within a high-growth SaaS or AI company.
- Experience with Partners preferred.
- Salesforce Skills: Reporting, dashboards, data integrity, user administration, etc. PSA Platform
- Advanced Data Modeling & Analytics: Expert Excel/Google Sheets; translate complex data into actionable insights.
- Experience with Tableau, Gong, SQL. Benefits
- Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.
- *Proof of eligibility to work in the United States is required.
Benefits
- Strategic Business Acumen: Translate solutions strategy into operational plans; proactive problem-solver. Bonus skills & attributes •
- Competitive salary and meaningful equity
- Comprehensive medical, dental, and vision coverage
- Regular compensation reviews - great work is rewarded!
- Flexible paid time off policy
- Paid Parental Leave Program
- 401k plan & match
- The base salary range for candidates within the San Francisco Bay Area is $128,700 - $153,725.
- Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future.
- All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs). Policies
Additional details
- Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams.
- Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support.
- Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers.
- We’re looking for an analytical and experienced Solutions Operations Manager to join our Revenue Operations department, supporting our growing Professional Services (ProServ) and Solutions Engineering (SE) organizations.
- In this role, you’ll be a pivotal strategic and operational partner to ProServ and SE leadership - bringing clarity, structure, and data-driven insight to how these teams plan, deliver, and scale.
- The work you do will directly shape how we operate across the customer lifecycle, helping Fin grow efficiently while delivering meaningful value to customers.
- Partner with cross-functional teams (Sales, Analytics, Finance, RevOps) to align strategy, goals, and execution.
- Strong Project Management: Manage multiple projects from scope to delivery; organized & detail-oriented.
- Clear Communication: Concise written/verbal skills; adept at presenting insights to leadership.
- We are a well-treated bunch with awesome benefits! If there’s something important to you that’s not on this list, talk to us!