Intercom Agency
posted 3 months ago
As a Senior Business Operations Manager at Intercom, you will play a pivotal role in driving key decisions and initiatives in collaboration with various stakeholders across the company. This position is designed for someone who exhibits intellectual curiosity and analytical rigor, ready to tackle challenges that span the breadth of our business. You will be deeply involved in the process, constructing persuasive cases for and against certain courses of action, and following through with execution. This role offers executive-level visibility and a unique opportunity to influence the trajectory of a rapidly expanding company. You will also act as a mentor to both team members and colleagues from other departments, showcasing leadership and guidance in your approach. The Business Operations team focuses on the highest impact business problems we face. You will collaborate with stakeholders across the company to steer key initiatives aimed at addressing these challenges. Your responsibilities will include building consensus and delivering commitments on the right course of action, partnering with cross-functional stakeholders such as Finance, Marketing, Sales, Support, and R&D to operationalize those commitments and ensure successful outcomes. You will develop business cases for Intercom to invest in new markets or initiatives by gathering relevant context and data, and building sound financial models to inform decision-making. Additionally, you will assess Intercom's business to identify opportunities for improvement that align with our company strategy and organizational priorities, leading cross-functional teams to implement action plans that demonstrate meaningful improvement. You will also become a subject matter expert in one or more business areas, such as Marketing, Sales, or Finance, contributing to the creation of winning strategies and providing ongoing insights. Establishing and running a cadence of business performance reporting, including Monthly Business Reviews (MBRs), will be part of your role, along with collaborating with initiative teams to determine the best KPIs for measuring success. You will work closely with finance, business analytics, and data teams to assess the health of our business systems and revenue reporting infrastructure, delivering a unified dashboard that communicates performance across the business. Your work will involve producing research pieces based on a thorough analysis of the customer service market, Intercom's position, and identifying potential threats and opportunities.