Strategic Operations Lead, GTM

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 30,000 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.

What's the opportunity?

We’re hiring a high-agency operator to join the Office of the President of GTM and help translate our most important priorities into visible, business-wide impact. In this role, you’ll tackle complex, cross-functional initiatives across the entire Go-To-Market organization, including Sales, Customer Success, Support, Revenue Operations, Demand Generation, and Growth. Reporting to the GTM Chief of Staff, you’ll partner directly with GTM leaders to drive progress on their most critical projects and accelerate execution across the org.

This is a unique opportunity to operate as a “strategic utility player”, embedding into mission-critical projects that require structure, momentum, and cross-functional alignment. The role is intentionally broad – no two weeks in this role will be the same, and that should excite you. You’ll help leaders across the organization accelerate progress on their most important initiatives and bring additional bandwidth to the GTM leadership team.

The role is a high-exposure, high-impact opportunity to shape how a modern go-to-market organization operates at scale.

What will I be doing?

• Drive strategic initiatives: Own and execute high-priority GTM initiatives, partnering with functional leaders to support priority projects and accelerate progress where needed.
• Serve as a trusted thought partner to GTM executives: Help senior leaders navigate complex issues, structure their thinking, and drive toward clear, high-impact decisions.
• Fix and modernize broken processes: Identify outdated or inefficient ways of working across GTM. Propose smarter approaches, pilot improvements (especially with AI) and support scale-up.
• Run operational inspections: Dive into performance trends, pipeline data, Gong calls, and customer journeys to uncover gaps, patterns, and insights that drive better decisions and execution.
• Craft executive-ready communications: Help GTM leaders distill and package their strategies into internal narratives and external presentations, including org-wide updates, strategic initiative briefs, board content and leadership presentations.
• Enable cross-functional coordination: Facilitate alignment and collaboration across Sales, Marketing, CS, Support, Ops, and Growth, especially in ambiguous or fast-moving areas.

What skills do I need?

• You’re a versatile problem solver, comfortable jumping into unfamiliar spaces, learning fast, and driving clarity and momentum. You can handle multiple priorities at once.
• You’re a force multiplier able to step into complex, high-impact initiatives and provide leverage to senior leaders by driving them forward with focus and autonomy.
• You bring a structured approach to messy problems, and can navigate ambiguity while keeping stakeholders aligned.
• You’re a strong communicator and collaborator, able to influence without authority and build trust across functions and levels.
• You use data as a tool to drive clarity, challenge assumptions, and shape smarter decisions.
• You’re excited about the exposure, complexity, and challenge this role provides and motivated by driving tangible outcomes for the business.
• You have curiosity and enthusiasm for using AI tools to drive efficiency and scale work.
• You’re low-ego, action-oriented, and thrive in fast-paced, high-autonomy environments.

Bonus skills and attributes

• 8+ years of combined experience as a strategic generalist (management consulting, business operations, GTM strategy). Prior experience operating in a high-growth tech environment strongly preferred.
• Experience working directly with senior executives and cross-functional teams
• Proven ability to manage complex projects and ambiguous problems from idea to execution in dynamic environments
• Experience in B2B SaaS or tech is a plus

Benefits

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!

• 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
• In-office bicycle storage
• Fun events for Intercomrades, friends, and family

The base salary range for candidates within the San Francisco Bay Area is $162,000 - 225,000. 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

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.