Solutions Operations Manager - ProServ​/Solutions Engineering

Solutions Operations Manager - Pro Serv/Solutions Engineering

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?

We’re looking for an analytical and experienced Solutions Operations Manager to join our Revenue Operations department, supporting our growing Professional Services (Pro Serv) and Solutions Engineering (SE) organizations. Our mission in Rev Ops is to empower Intercom’s go‑to‑market teams with the systems, insights, and strategies that drive predictable revenue growth and exceptional customer experiences.

In this role, you’ll be a pivotal strategic and operational partner to Pro Serv and SE leadership – bringing clarity, structure, and data‑driven insight to how these teams plan, deliver, and scale. The work you do will directly shape how we operate across the customer lifecycle, helping Intercom grow efficiently while delivering meaningful value to customers.

What will I be doing?

• Design, refine, and manage scalable processes that improve how our SE and Pro Serv 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 Pro Serv 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, Rev Ops) to align strategy, goals, and execution.

• Own and continuously improve operational systems and tools – such as Rocket Lane 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.

What skills do I need?

• Bachelor’s Degree.

• 5+ years of experience in Solutions Operations, ideally directly supporting Pro Serve & SE teams within a high‑growth SaaS or AI company.

Experience with Partners preferred.

• PSA Platform

Experience:

Rocket Lane 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.

• Experience with Tableau, Gong, SQL.

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

• 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 $128,700–$153,725. Actual base pay will depend on a variety…