Communication has changed for people. It’s changed for businesses, too.

Intercom is the only suite of customer messaging products that drives growth at every stage of the customer lifecycle—across acquisition, engagement, and support. Today more than 25,000 businesses use Intercom to connect with a billion people worldwide.

Join the company helping businesses grow revenue through live chat, and so much more!

What’s the opportunity? 🤔

Our Talent Development Team is focused on analyzing, understanding, empowering, nurturing and delighting our employees. We are looking for a Senior Program Manager of Performance Management to help us shape and drive our most critical talent management program - Performance Management; and, shaping this program to help support our employees throughout their entire career journey at Intercom. Reporting directly into the Head of Talent Management, you will partner across the organization and the People Team to design, maintain and deliver the Performance Management program. You will be our end-to-end program expert, and will partner with our Talent Development team to evolve our talent management foundation to continue to enable and empower our employees to do the best work of their careers! 

What will I be doing? 🚀

This role is a unique opportunity to bring to life your passion and expertise with program design, data analysis, cross-functional partnership, program management, research and consulting, and stakeholder influence within the talent management domain. You will have the incredible opportunity to lead the company-wide Performance Management program, and:

  • Own and manage the end to end implementation of the Performance Management Program, with additional exposure and opportunities across other core talent programs, including: talent review, succession planning, career growth and development, and internal mobility
  • Collaborate with leaders across the organization to deliver clear, meaningful and relevant experiences to employees, managers and senior leaders
  • Develop recommendations to optimize and evolve talent management programs and portfolio
  • Serve as a partner, consultant and subject matter expert to People and Business leaders on talent strategy and processes
  • Innovate and push the boundaries for Performance Management and Talent Development at Intercom, via extensive research, networking, benchmarking and analysis
  • Establish success and accountability metrics and processes for our Performance Management programs, and other talent initiatives

What skills do I need? 📖

Program Management

  • Ability to operate at the greatest level of detail while maintaining direction and alignment across stakeholders
  • Demonstrated experience with strategically and proactively optimizing implementation processes
  • Standout time management skills, with experience managing against tight timelines and through multiple competing priorities 

Stakeholder Management

      • Proven ability to manage a wide cross-functional array of stakeholders across levels and functions
      • Deep expertise with driving people-centered design and implementation to lead complex, long-term organizational transformation 

Subject matter expertise

      • Comprehensive knowledge of best practices, pitfalls, and cross-industry trends and players within the talent management space, and Performance Management in particular
      • Extensive experience working with data, analytics, and generating insights
      • Understanding and experience with identifying and maintaining critical KPI metrics to define, monitor and enforce accountability around the success of programs and approaches to ensure focused outcomes are achieved.

Communication 

    • Excellent ability to align, inform and influence stakeholders, both in person and virtually
    • Ability to develop and deliver clear and thoughtful communication strategies and content across various mediums and audiences

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 equity in a fast-growing start-up
  • We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
  • Regular compensation reviews - we reward great work!
  • Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
  • Open vacation policy and flexible holidays so you can take time off when you need it
  • Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
  • If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too 
  • MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done

We are a diverse bunch of people and we want to continue to attract and retain a diverse range of people into our organisation. We're committed to an inclusive and diverse Intercom! We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.

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