Senior GTM Enablement Manager, Operations

Senior GTM Enablement Manager, Operations

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.

Intercom’s Global Sales Organization is rapidly evolving, and the GTM Enablement team is expanding to support. Our mission is to empower Intercom’s GTM teams by providing the systems, processes, and strategic insights that drive maximum productivity and operational excellence.

As the Senior GTM Enablement Manager, Operations
, you will be the critical link between our sales team and the cross‑functional GTM partners (like Revenue Operations, Monetization, Legal, and Systems) who create the policies, tooling, and procedures that impact them. Your role is to ensure that these inputs translate into flawless field execution. You will be responsible for owning the GTM Enablement tech stack, leading high‑impact strategic projects, and operationalizing the processes that allow our sales organization to scale effectively.

This role is ideal for a hands‑on problem‑solver who excels at translating complex, cross‑functional initiatives into simple, scalable solutions for the sales org.

Reporting to the Senior Director of Global Sales Enablement, you will own and drive Intercom’s GTM operational enablement activities and programs globally. You’ll be responsible for:

• GTM Tech Stack Advisory: Focusing on the GTM tech stack to include optimization, driving adoption, and ensuring reps derive maximum value from these tools.
• Strategic Project Leadership: Leading and contributing to a variety of high‑impact, cross‑functional strategic projects that increase GTM productivity, streamline processes, and drive meaningful behavior change.
• Cross‑Functional Partnership: Acting as the primary enablement interface for key cross‑functional partners, translating their initiatives and updates into actionable enablement and workflows for the sales org.
• Process Optimization: Proactively identifying bottlenecks and gaps in our GTM processes and designing, documenting, and implementing new, more efficient workflows to improve rep productivity, data hygiene, and the overall sales experience.
• Measurement & Insights: Collaborating closely with Revenue Operations to define, measure, and report on the effectiveness of enablement programs, tool usage, and process adherence, providing regular insights to leadership.
• Knowledge Base & Communications: Developing and maintaining a sustainable process for creating, updating, and surfacing critical content and knowledge to the GTM teams at their moments of need, utilizing generative AI and AI‑powered knowledge retrieval.

• 5+ years in a GTM Enablement, Revenue Operations, Sales Operations, or a related role in a high‑growth SaaS organization.
• Proven ability to lead complex, cross‑functional projects from discovery to completion, managing multiple senior stakeholders and competing priorities.
• Strong analytical mindset with the ability to diagnose problems, analyze data, and design process‑based solutions.
• Deep working knowledge of sales processes, GTM motions, and success criteria for productivity.
• The ability to work cross‑functionally and build strong, trusted relationships with senior leadership and partners in Revenue Operations, Product, and Systems.
• Excellent communication (verbal, written, and presentation) and interpersonal skills; positive, flexible attitude.
• Highly organized, great attention to…