Intercom was founded in 2011 to change the standard of customer service online. Our AI-first customer service platform is a totally new way to deliver customer service and is designed to transform the way businesses interact with their customers through AI. We all know that customer service on the internet sucks. It’s slow and impersonal. We help businesses provide instant and exceptional service to their customers and maximize their support agents’ productivity, efficiency, and performance—all through our single AI system. More than 25,000 businesses use Intercom to send millions of messages to millions of customers each month.Intercom has been a long-standing product leader and cultural icon in the technology and startup worlds for more than a decade. We set the pace for our industry and live by our values that allow us to push boundaries, build with speed and intensity, and deliver incredible value to our customers.Join us on our mission to redefine customer service and make internet business personal.
What's the opportunity?
We are seeking an exceptional Manager of Workplace Experience to join our global team at our San Francisco office. In this role, you will lead the design and management of our workplace environments for our US & APAC offices, enhancing productivity and enriching the overall employee experience. You will collaborate closely with cross-functional teams to create inspiring spaces that support and empower our people, making a significant impact on our workplace culture and how we work together globally. This is a unique opportunity to shape the future of our workplace experience and contribute to our vision of a thriving, dynamic work environment.
What will I be doing?
- Drive the development and execution of initiatives to optimize workplace efficiency and elevate the employee experience, aligning with company goals and values.
- Oversee the front-of-house operations, ensuring a seamless, professional, and welcoming experience for all guests and employees, while maintaining a highly functional office environment.
- Lead and manage the planning, execution, and evaluation of high-impact local employee events that reflect our brand identity and meet budgetary guidelines.
- Serve as a key cultural leader, championing company values and coordinating diverse activities, meetings, and community events that foster a cohesive and engaged workplace.
- Ensure rigorous adherence to safety and compliance standards through regular inspections and proactive risk management.
- Collaborate with senior leadership to drive strategic space planning, including office moves, renovations, and infrastructure enhancements.
- Oversee the management and prioritization of employee office requests, ensuring timely resolution within established service level agreements (SLAs).
- Develop, implement, and continuously refine office policies and processes to support operational excellence and organizational efficiency.
- Manage relationships with local third-party service providers, including food services, security, and janitorial, to ensure high-quality service and operational continuity.
- Maintain a consistent on-site presence, with a minimum of three days per week in the office, to effectively lead and support the workplace experience team.
What skills do I need?
- You bring a minimum of 4+ years of manager-level experience in Workplace Experience or Facilities Management, with a demonstrated focus on designing and implementing strategies that significantly enhance the employee experience.
- You possess leadership skills, with proven success in managing, coaching, and developing high-performing teams to achieve strategic goals and foster a positive workplace culture.
- You have a strong track record of budget management, including building comprehensive business cases, optimizing resource allocation, and driving cost efficiencies without compromising quality.
- You excel in planning and execution, with exceptional attention to detail and the ability to manage complex projects, prioritize effectively, and thrive in a dynamic, fast-paced environment.
- Your exceptional verbal and written communication skills enable you to influence and engage stakeholders at all levels, from frontline staff to senior executives, as well as external partners and vendors.
- You are highly adaptable and comfortable navigating the demands of a rapidly changing office environment, leveraging your expertise to maintain a productive and positive workplace atmosphere.
- Previous experience in managing and leading teams within a workplace experience or facilities function is required, demonstrating your capability to oversee team performance, drive continuous improvement, and deliver exceptional results.
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!
*Proof of eligibility to work in the United States is required.
The base salary range for candidates within the San Francisco Bay Area is $141,300 - $191,200. 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 two 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.
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What We Do
Intercom is the next generation customer service platform, built for an AI-first world. Intercom is the only platform that combines an AI Bot + AI Help Desk + Proactive Support tools into one seamless platform.
Founded in 2011 and backed by leading venture capitalists, including Kleiner Perkins, Bessemer Venture Partners and Social Capital, Intercom is on a mission to make internet business personal.
Our products are great to sell, because they're loved by our customers. We received a “Top Rated” for Live Chat on Trustradius, and we’re a Top 50 product for Small Businesses on G2 - we think these awards speak for themselves.
Why Work With Us
We're a more established company that still feels like a start-up environment. We operate and innovate quickly. Employees have the opportunity to take big bets, make signficiant impact, and advance in their careers.
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