Intercom · 1 day ago
Solutions Operations Manager - ProServ/Solutions Engineering
San Francisco, CA
Full-time
Hybrid
Mid, Senior Level
$129K/yr - $154K/yr
5+ years expIntercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. They are seeking an analytical and experienced Solutions Operations Manager to support their growing Professional Services and Solutions Engineering organizations by bringing clarity, structure, and data-driven insight to operational processes.
CRMMarketing AutomationSaaSSales Automation
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
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
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
Partner with cross-functional teams (Sales, Analytics, Finance, RevOps) to align strategy, goals, and execution
Own and continuously improve operational systems and tools - such as RocketLane and Salesforce - that power day-to-day execution
Serve as a trusted advisor, providing clear points of view, recommendations, and structure in a fast-changing environment
Qualification
Required
Bachelor's Degree
5+ years of experience in Solutions Operations, ideally directly supporting ProServe & SE teams within a high-growth SaaS or AI company
Salesforce Skills: Reporting, dashboards, data integrity, user administration, etc
PSA Platform Experience: RocketLane or similar
Advanced Data Modeling & Analytics: Expert Excel/Google Sheets; translate complex data into actionable insights
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
Strategic Business Acumen: Translate solutions strategy into operational plans; proactive problem-solver
Preferred
Experience with Partners preferred
Experience with Tableau, Gong, SQL
Benefits
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!
Company
Intercom
Intercom is a software company that creates modern customer service software that redefines how businesses support their customers.
1001-5000 employees
H1B Sponsorship
Intercom has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (8)
2023 (4)
2022 (5)
2021 (5)
2020 (2)
Funding
Current Stage
Late StageTotal Funding
$240.75MKey Investors
Kleiner PerkinsIndex VenturesICONIQ Growth
2018-03-27Series D· $125M
2016-04-07Series C· $50M
2015-08-26Series C· $35M
Leadership Team
Eoghan McCabe
CEO, chairman, and co-founder
Ciaran Lee
Co-Founder
Recent News
2025-10-31
Company data provided by crunchbase