The world’s first customer platform helping internet businesses accelerate growth☝️

Intercom builds a suite of messaging-first products that all modern internet businesses can use to accelerate growth across the customer lifecycle, from acquisition, to engagement, and support. Today more than 25,000 businesses, including New Relic, Sotheby’s, and Shopify, use Intercom to connect with a billion unique people worldwide.

Intercom is a deeply creative company with the confidence to believe it can fundamentally change the future of internet business. Our people are incredibly ambitious, yet humble. Warm, accepting, and positive. Whether you build, market, sell or support product, we want you to make your mark with us.

What's the opportunity? 🤔

The People Operations team is looking for our first Total Rewards and Operations leader! We are looking for an experienced person to grow and build our Compensation and Operations team in the design, delivery, execution and measurement of compensation and operations programs for our global workforce. As a key member of the People Ops Leadership team, this person will partner closely with the executives and leaders to design, build and execute high impact comp programs and operations to help us attract and retain exceptional talent. You will be empowered to grow and manage a team of total rewards and operations managers and associates to design, build, scale and execute high impact programs and operations. This role will strategically partner with key People stakeholders in People Ops and Recruiting. It is an exciting opportunity to be an integral part of a new team focused on inspiring the trajectory of our growing, global workforce! Reporting to the Director, People Operations, this role offers the opportunity to contribute to the global People Ops leadership team. This role is based in San Francisco, CA.

What will I be doing? 🚀

  • Lead the design, build and scaling of Total Rewards (comp, equity, benefits, and recognition programs) programs, including compensation philosophy and structure, incentive plans, benefits strategy, and equity programs focused on attracting and retaining key talent across an increasingly diverse business and workforce
  • Influence global compensation philosophy and programs by owning and articulating the specific needs and market practices of each geography (SF, Chicago, Dublin, Ireland, London and Sydney)
  • Consult with business leaders on business specific compensation strategies
  • Partner with People Ops peers to ensure consistent adoption of global comp programs across all teams
  • Lead the People operations group which include HRIS, program management, process improvements, mobility, visas and general operations of supporting a global workforce
  • Oversee the alignment and integration of HR technology to ensure it is developed and leveraged to meet company information needs
  • Drive and own programs, systems and tools that help improve efficiencies to support a global workforce which include our comp system, HRIS,
  • Work closely with leadership to understand ongoing needs and strive for continuous improvement and upgrades in training program effectiveness
  • Define and track key metrics to analyze program trends and effectiveness, drive strategic design decisions based on data
  • Build a strategic partnership with market/region specific stakeholders to deepen understanding of market trends and factors impacting talent attraction and retention
  • Engage in the community to stay attuned to industry practices

What skills do I need?  📖

Total Rewards:

  • 8+ years experience in the Compensation field, ideally in a fast-growing, global tech company (major plus if deep experience in SF and EMEA)
  • Minimum 5 years experience designing, developing, managing and facilitating total rewards programs with demonstrated competency and experience in areas of compensation including job evaluation methodologies, market evaluation, bonus/incentive and commission plan development, and legal/regulatory implications
  • Experience building equity programs, ranging from early-stage to IPO stage
  • Must be comfortable with in-depth and hands-on in writing job descriptions, conducting job evaluations, creating and updating comp structures, data submissions and analysis, comp analysis, testing and reporting
  • Must have experience with benefits strategies and implementation
  • Robust knowledge of international compensation programs from market positioning to administrative details

Systems / Operations:

  • Extensive experience in designing and improving operational efficiency with a high-degree of rigor and impact to support a growing global workforce
  • Proven HR leadership experience and the ability to see the “broad picture” and operation strategically in all functions
  • Great blend of hands-on operational and design/strategy experience
  • You are passionate about personal development, training, learning and seeing individuals develop to their fullest potential

Core Competencies:

  • Proven ability to be an excellent communicator with demonstrated ability to build relationships and credibility with business leaders and present well formulated points of view
  • An experienced people manager with the ability to build and manage a team of junior and experienced professionals
  • Be a highly collaborative leader and great partner who focuses on doing the right thing to take care of our people and support the growth of the business
  • You have strong planning, organizational and time management skills with the ability to manage changing priorities, handle multiple projects, meet deadlines and adapt to a changing business environment, and exceptional independent problem solving skills
  • You have high attention to detail & quality
  • You thrive in a fast-paced environment; highly change oriented and excellent at prioritizing and re-prioritizing
  • Experience designing and implementing a global HRIS system is a huge plus
  • Ability to travel to other offices
  • Proof of eligibility to work in the United States

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
  • Catered lunch and dinner served every weekday, plus a variety of breakfast foods and a fully stocked kitchen
  • Fully funded comprehensive medical, dental, and vision coverage
  • Open vacation policy and 10 corporate holidays
  • Paid Parental Leave Program
  • Commuter benefits + 401k plan
  • In-office bicycle storage
  • Macbooks are our standard, but we’re happy to get you whatever equipment helps you get your job done
  • Fun events for Intercomrades, friends, and family!
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