Senior Sales Strategy & Operations Manager, Global Enterprise

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 looking for an analytical, curious, and impact-driven Principal Sales Operations Manager to join our Revenue Operations team. Our departmental mission is to empower Intercom’s 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 enterprise operations function at Intercom.

You’ll be the founding enterprise sales operations leader, responsible for defining the operations playbook, building cross-functional relationships, and establishing the foundations that let our enterprise sales team establish Fin as the default AI solution for large-scale customer support organizations.

In this role, you will be the strategic partner to our Enterprise Sales VP 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. You’ll 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 Intercom’s 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 Global Enterprise sales leaders, 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 and account 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?

Bachelor’s Degree

• 7+ years of experience in Sales / Field Operations, 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, concise 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, Clari, Gong, Outreach, SQL
• Experience with working closely with Enterprise Sales Operations

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 {#location}San Francisco Bay Area{/location} is {#salary}$191,00 - $238,650{/salary}. 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).

#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.