Strategic Projects Lead, GTM

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 hiring a high-agency operator to join the Office of the President of GTM and help translate our most important priorities into visible, business-wide impact. In this role, you'll tackle complex, cross-functional initiatives across the entire Go-To-Market organization, including Sales, Customer Success, Support, Revenue Operations, Demand Generation, and Growth. Reporting to the GTM Chief of Staff, you'll partner directly with GTM leaders to drive progress on their most critical projects and accelerate execution across the org.

This is a unique opportunity to operate as a "strategic utility player", embedding into mission-critical projects that require structure, momentum, and cross-functional alignment. The role is intentionally broad - no two weeks in this role will be the same, and that should excite you.  You'll help leaders across the organization accelerate progress on their most important initiatives and bring additional bandwidth to the GTM leadership team.

The role is a high-exposure, high-impact opportunity to shape how a modern go-to-market organization operates at scale.

What will I be doing?

* Drive strategic initiatives:
Own and execute high-priority GTM initiatives, partnering with functional leaders to support priority projects and accelerate progress where needed.

* Serve as a trusted thought partner to GTM executives:
Help senior leaders navigate complex issues, structure their thinking, and drive toward clear, high-impact decisions.

* Fix and modernize broken processes:
Identify outdated or inefficient ways of working across GTM. Propose smarter approaches, pilot improvements (especially with AI) and support scale-up.

* Run operational inspections:
Dive into performance trends, pipeline data, Gong calls, and customer journeys to uncover gaps, patterns, and insights that drive better decisions and execution.

* Craft executive-ready communications:
Help GTM leaders distill and package their strategies into internal narratives and external presentations, including org-wide updates, strategic initiative briefs, board content and leadership presentations.

* Enable cross-functional coordination:
Facilitate alignment and collaboration across Sales, Marketing, CS, Support, Ops, and Growth, especially in ambiguous or fast-moving areas.

What skills do I need?

* You're a versatile problem solver, comfortable jumping into unfamiliar spaces, learning fast, and driving clarity and momentum. You can handle multiple priorities at once.

* You're a force multiplier able to step into complex, high-impact initiatives and provide leverage to senior leaders by driving them forward with focus and autonomy.

* You bring a structured approach to messy problems, and can navigate ambiguity while keeping stakeholders aligned.

* You're a strong communicator and collaborator, able to influence without authority and build trust across functions and levels.

* You use data as a tool to drive clarity, challenge assumptions, and shape smarter decisions.

* You're excited about the exposure, complexity, and challenge this role provides and motivated by driving tangible outcomes for the business.

* You have curiosity and enthusiasm for using AI tools to drive efficiency and scale work.

* You're low-ego, action-oriented, and thrive in fast-paced, high-autonomy environments.

Bonus skills and attributes

* 8+…