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Director, Global Solutions & Success Operations

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Intercom

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Location:
United States , San Francisco

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

238500.00 - 284875.00 USD / Year
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Job Description:

We’re seeking an experienced strategy and operations leader to head Global Solutions and Success Operations within our Revenue Operations organization. This role will ensure our go-to-market (GTM) engine runs seamlessly as we continue to scale worldwide. As Director, Solutions Operations you oversee core strategy and operations for our Customer Success, Solutions Engineering, Professional Services, and R&D Services teams. You’ll serve as a strategic partner to the VP of Customer Success & Solutions and their leadership team. This is a new role at Intercom, giving you the opportunity to scale a high-impact team that enables Intercom’s GTM organization to achieve ambitious growth targets for our Fin AI Agent product and our customer support helpdesk.

Job Responsibility:

  • Act as a trusted advisor to Solutions, Services, and Success leaders, identifying opportunities for improvement across multiple roles and motions, and aligning initiatives with global GTM goals
  • Lead, mentor, and develop a high-performing operations team
  • Drive company-level GTM initiatives from conception to execution including role design, solution delivery processes, global expansion, and adoption of internal AI tools
  • Own capacity planning and workload modeling across functions to ensure resourcing meets demand
  • Oversee analysis of performance data, maintaining dashboards and reporting frameworks that provide actionable insights on customer health and maturity, rep productivity, conversion rates, delivery progress, and more
  • Establish process governance, standardization, and playbooks across functions and customer engagement motions to ensure global consistency and scale
  • Partner with Sales Ops, Marketing, GTM Analytics, Business Systems, Data Engineering, and Finance to design and deliver end-to-end GTM processes
  • Leverage AI to build a scalable, next-gen RevOps function and contribute to Intercom’s overall vision of an AI-first customer engagement model

Requirements:

  • Bachelor’s degree required
  • 8+ years of leadership experience in Sales, Success, Business Operations, or Consulting (ideally in high-growth SaaS or AI)
  • Deep expertise in Solutions and customer delivery (customer success, sales engineering, professional services, etc.), segmentation, territory design, and incentive compensation
  • Proven track record leading and developing global teams, and influencing at all organizational levels
  • Exceptional analytical skills with advanced Excel/Google Sheets proficiency
  • ability to design dashboards, reporting, and executive presentations that turn complex data into clear insights
  • Strong project management and change skills
  • highly organized with the ability to manage multiple priorities in a fast-paced environment
  • Strategic thinker with strong business acumen and a proactive, problem-solving mindset

Nice to have:

  • MBA or equivalent certifications a plus
  • Experience with Tableau, Gong, Salesforce, SQL, and Professional Services Automation (PSA) tools
  • Background in customer service, AI applications, or revenue operations within a scaling SaaS environment
What we offer:
  • Competitive salary and meaningful equity
  • Comprehensive medical, dental, and vision coverage
  • Regular compensation reviews
  • Flexible paid time off policy
  • Paid Parental Leave Program
  • 401k plan & match
  • In-office bicycle storage
  • Fun events for Intercomrades, friends, and family

Additional Information:

Job Posted:
December 26, 2025

Employment Type:
Fulltime
Work Type:
Hybrid work
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