Senior Manager, Creative Operations Job at Intercom in San Francisco

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?

At Intercom, you'll be at the forefront of redefining customer service through AI. As our Senior Manager of Creative Operations, you'll drive operational excellence within our Creative Studio, directly shaping how our brand comes to life across every channel. Your leadership will empower a talented team of creative producers and partners, ensuring our work is innovative, high-impact, and delivered with efficiency and strategic vision. This is a rare chance to make a tangible mark at a company that's setting the new standard in AI-powered customer experiences, trusted by over 30,000 global businesses and growing fast.

You'll join Intercom's Creative Studio - a multidisciplinary team of designers, writers, strategists, and producers- whose mission is to elevate our brand and fuel our growth as the category leader in AI customer service. Reporting to the Sr. Director of Creative Studio, you'll be a key operational leader, collaborating closely with marketing, product, and external partners. Your work will help us move at startup speed while maintaining the quality and consistency expected from a global SaaS leader. At Intercom, we value high agency, low ego, and a passion for real innovation- especially for those who see AI as transformational, not just interesting.
What will I be doing?

• Defining and optimizing operational processes that enable our creative teams to do their best work, from project intake to delivery.
• Leading and mentoring a team of Brand Producers, ensuring projects are scoped, resourced, and executed on time and to the highest standard.
• Partnering with Marketing and cross-functional leaders to forecast work, plan capacity, and drive workflow efficiency.
• Introducing and implementing tools and methodologies that improve team effectiveness and foster a culture of continuous improvement.
• Building and nurturing relationships with internal stakeholders and a diverse pipeline of external partners (agencies, freelancers, vendors).
• Participating in high-level planning and strategy sessions, helping to shape the trajectory of our Brand Design team and the broader Intercom brand.
• Championing scalable, sustainable solutions that support our rapid growth and ambitious goals.

What skills do I need?

• 5+ years of experience running Creative Operations in agency or in-house creative studios.
• 3+ years of people management experience in project management or producing roles.
• Extensive program management experience on complex, multi-channel projects.
• Proven ability to deliver multiple projects simultaneously across digital, social, video, print, and integrated campaigns.
• Deep understanding of creative and production workflows, with a knack for optimizing processes and driving cross-functional collaboration.
• Excellent relationship-building and communication skills, with the ability to influence at all levels- including C-suite.
• Comfort with ambiguity and change; you thrive in fast-paced, evolving environments.

Bonus skills & attributes

• Experience working with AI-driven or tech-forward brands.
• Passion for AI and a curiosity about how technology can transform creative work.
• Strong vendor management and negotiation skills.

We encourage candidates from all backgrounds to apply-especially those who are excited about the possibilities of AI and want to help shape the future of customer experience.
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 $193,500 - $231,125. 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.

Is this role not quite what you're looking for? Join our Talent Community to stay connected with us. In Summary: At Intercom, you'll be at the forefront of redefining customer service through AI . You'll join Intercom's Creative Studio - a multidisciplinary team of designers, writers, strategists, and producers . Your leadership will empower a talented team of creative producers and partners, ensuring our work is innovative, high-impact, and delivered with efficiency . En Español: Intercom es la empresa de servicio al cliente AI con una misión para ayudar a las empresas a proporcionar experiencias increíbles del cliente. Fundada en 2011 y confiada por casi 30.000 empresas globales, nuestra agencia de inteligencia artificial Fin, el más avanzado agente de atención al cliente IA en el mercado, permite que los negocios brinden un servicio al consumidor siempre activo e impecable y finalmente transformen sus experiencias al mejor. Fin también se puede combinar con nuestro Helpdesk para convertirse en una solución completa llamada Intercom Customer Service Suite, que proporciona soporte aumentado de la Inteligencia Artificial para las consultas más complejas o altas que requieren un agente humano. Fundado en 2011, y confiado por cerca de 30,000 empresas mundiales, Intercom está estableciendo el nuevo estándar para el servicio al Cliente. Impulsados por nuestros valores fundamentales, empujamos límites, construimos con velocidad e intensidad, y ofrecemos un valor increíble a nuestros clientes. ¿Cuál es la oportunidad? En Creative Intercom, estarás a la vanguardia de la creciente excelencia estratégica. Como gerente de Operaciones Creativas Senior, tu trabajo consistirá en dar forma a cada uno de nuestras compañías con una visión de creatividad innovadora y rendimiento empresarial, así como crear una nueva capacidad de crecimiento y mejorar su potencial mediante el liderazgo tecnológico. Se unirá al Studio Creativo de Intercom -un equipo multidisciplinario de diseñadores, escritores, estrategas y productores cuya misión es elevar nuestra marca e impulsar nuestro crecimiento como líder en la categoría del servicio a los clientes de IA. Informándose al Director Senior de Creative Studio, será un líder operativo clave, colaborando estrechamente con el marketing, producto y socios externos. Su trabajo nos ayudará a avanzar a una velocidad de inicio mientras mantenemos la calidad y consistencia esperadas de un líder global de SaaS. En Intercom valoramos alta agencia, baja pasión por la innovación real- especialmente para aquellos que ven AI como transformadora, no solo relaciones interesantes. ¿Qué seré yo? Definir y optimizar procesos operacionales que permitan a nuestros equipos creativos hacer su mejor trabajo, desde las partes interesadas del proyecto hasta la entrega. Dirigir y mentar a un equipo de agentes de marcas, asegurándonos de que se ejecuten proyectos estandarizados y eficaces, garantizando la capacidad de diseño e implementación de programas interactivos, fomentando y desarrollando una mayor eficiencia y capacidades dentro de nuestro equipo (incluyendo planificación e Innovaciones). Defender soluciones escalables y sostenibles que respalden nuestro rápido crecimiento y objetivos ambiciosos. ¿Qué habilidades necesito? 5+ años de experiencia ejecutando Operaciones Creativas en agencias o estudios creativos internos. 3 + años de experiencia gestionando personas en gestión de proyectos o roles productivos. Extensa experiencia en administración de programas en proyectos complejos y multicanal. Capacidad comprobada para entregar múltiples proyectos simultáneamente a través de campañas digitales, sociales, video, impresoras e integradas. Comprensión profunda de los flujos de trabajo creativos y de producción, con un don para optimizar procesos y impulsar la colaboración transversal. Excelente creación de relaciones y comunicación, con la capacidad de influir en todos los niveles - incluida la suite C. Comodidad con la ambigüedad y el cambio; prosperar en entornos creativos rápidos. Habilidades & atributos Bonus Experiencia en manejo con marcas tecnológicas AI-orientadas. Beneficios Somos un grupo de bien tratados con beneficios increíbles! Si hay algo importante para usted que no está en esta lista, hable con nosotros. Salario competitivo y equidad significativa Cobertura médica integral, odontológica y visual Revisiones de compensación regulares - gran trabajo es recompensado! Política flexible remunerada tiempo libre Programa 401k Plano de licencias pagadas & juego eventos divertidos de almacenamiento de bicicletas en la oficina para intercompañeros, amigos y familiares! * Prueba de elegibilidad para trabajar en los Estados Unidos se requiere. El rango salarial básico para candidatos dentro del área de San Francisco Bay es $ 193,500 a $ 231,125. La base paga dependerá de factores como educación, experiencia variada, ubicación, etc. Como organización, nuestra política es no abogar en nombre de la empresa o nuestros empleados sobre ningún tema social o político fuera de nuestras comunicaciones internas o externas. Respetamos las opiniones y expresiones personales sobre estos temas en plataformas sociales personales en tiempo personal, y no desafiamos ni enfrentamos a nadie por sus puntos de vista sobre temas no relacionados con el trabajo. Nuestro objetivo es centrarnos en hacer un trabajo increíble para lograr nuestros objetivos y unir a la compañía a través de nuestros valores fundamentales. Intercom valora la diversidad y se compromete a una política de Igualdad de Oportunidades de Empleo.