Sales Operations Manager, Existing Business

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.

We’re looking for an analytical, curious, and impact‑driven Sales Operations Manager to join our Revenue Operations team as an individual contributor. Our departmental mission is to empower Intercom’s go‑to‑market teams with the systems, insights, and strategies that drive predictable revenue growth and create exceptional customer experiences.

In this role, you will be a pivotal strategic partner to our NAMER Existing Business Sales Director and their organization and our LATAM Existing Business team. This unique opportunity places you at the forefront of data, process optimization, and strategy execution, directly contributing to our fast‑growing sales team achieving ambitious targets. You’ll manage complex workflows end‑to‑end, bring structure to ambiguous problems, and connect data to the broader business context.

This is a chance to significantly influence Intercom’s growth trajectory, deliver improved efficiencies for Sales, and work in a dynamic, AI‑first, data‑driven environment.

• Strategic Collaboration & Stakeholder Management: Act as a trusted advisor and strategic partner to AMER sales leaders, proactively understanding their challenges, identifying opportunities for improvement, and shaping clear, data‑driven recommendations.
• Process Design & Optimization: Develop, support, and continuously refine scalable operational cadences for sales forecasting, quarterly business reviews, and performance reporting. Follow and improve clear, efficient intake processes for new Sales Operations requests, ensuring effective prioritization and execution.
• Strategic Project Leadership: Own and drive cross‑functional projects, leveraging industry best practices in areas such as sales forecasting methodology, defining and optimizing books of business and account coverage models, and Salesforce enhancements. Bring structure and momentum to complex, cross‑functional initiatives.
• Forge Strong Partnerships: Collaborate with key stakeholders across Sales, Business Systems, Sales Enablement, Customer Success, and Revenue Operations to drive alignment and execution, ensuring processes and insights are tightly connected to stakeholder goals.
• Data Analysis & Insight Generation: Regularly analyze sales performance data, developing and maintaining robust dashboards and reporting frameworks. Translate complex data into clear, compelling narratives and provide actionable insights and strategic recommendations to sales leadership on key trends, pipeline health, conversion rates, and areas for strategic intervention.
• Innovate with AI: Identify opportunities to leverage AI to enhance existing processes, automate manual workflows, and improve the quality and accessibility of insights. Optimize relevant content and prompts for our internal AI content repository.
• Drive Operational Excellence: Embody a culture of high standards, ensuring exceptional quality in all project deliverables, documentation, and sales enablement engagements that impact and drive change within the Sales team. Proactively document methods and reasoning so workflows are scalable and repeatable.

• 3–5 years of experience in Sales Operations, ideally within a high‑growth SaaS or AI company
• Advanced Salesforce expertise
  : reporting, dashboards, data integrity, user administration, etc.
• Exceptional…