Senior Manager, Creative Operations

What's the opportunity?

At Intercom, youll be at the forefront of redefining customer service through AI. As our Senior Manager of Creative Operations, youll drive operational excellence within our Creative Studio, directly shaping how our brand comes to life across every channel. Your leadership will empower a talented team of creative producers and partners, ensuring our work is innovative, high-impact, and delivered with efficiency and strategic vision. This is a rare chance to make a tangible mark at a company thats setting the new standard in AI-powered customer experiences, trusted by over 30,000 global businesses and growing fast.

Youll join Intercoms Creative Studio - a multidisciplinary team of designers, writers, strategists, and producers- whose mission is to elevate our brand and fuel our growth as the category leader in AI customer service. Reporting to the Sr. Director of Creative Studio, youll be a key operational leader, collaborating closely with marketing, product, and external partners. Your work will help us move at startup speed while maintaining the quality and consistency expected from a global SaaS leader. At Intercom, we value high agency, low ego, and a passion for real innovation- especially for those who see AI as transformational, not just interesting.

What will I be doing?

• Defining and optimizing operational processes that enable our creative teams to do their best work, from project intake to delivery.
• Leading and mentoring a team of Brand Producers, ensuring projects are scoped, resourced, and executed on time and to the highest standard.
• Partnering with Marketing and cross-functional leaders to forecast work, plan capacity, and drive workflow efficiency.
• Introducing and implementing tools and methodologies that improve team effectiveness and foster a culture of continuous improvement.
• Building and nurturing relationships with internal stakeholders and a diverse pipeline of external partners (agencies, freelancers, vendors).
• Participating in high-level planning and strategy sessions, helping to shape the trajectory of our Brand Design team and the broader Intercom brand.
• Championing scalable, sustainable solutions that support our rapid growth and ambitious goals.

What skills do I need?

• 5+ years of experience running Creative Operations in agency or in-house creative studios.
• 3+ years of people management experience in project management or producing roles.
• Extensive program management experience on complex, multi-channel projects.
• Proven ability to deliver multiple projects simultaneously across digital, social, video, print, and integrated campaigns.
• Deep understanding of creative and production workflows, with a knack for optimizing processes and driving cross-functional collaboration.
• Excellent relationship-building and communication skills, with the ability to influence at all levels- including C-suite.
• Comfort with ambiguity and change; you thrive in fast-paced, evolving environments.

Bonus skills & attributes

• Experience working with AI-driven or tech-forward brands.
• Passion for AI and a curiosity about how technology can transform creative work.
• Strong vendor management and negotiation skills.

We encourage candidates from all backgrounds to applyespecially those who are excited about the possibilities of AI and want to help shape the future of customer experience.

Benefits

We are a well-treated bunch with awesome benefits! If theres something important to you thats not on this list, talk to us!

• Competitive salary and meaningful equity
• Comprehensive medical, dental, and vision coverage
• Regular compensation reviews - great work is rewarded!
• Flexible paid time off policy
• Paid Parental Leave Program
• 401k plan & match
• In-office bicycle storage
• Fun events for Intercomrades, friends, and family!

*Proof of eligibility to work in the United States is required.

The base salary range for candidates within the San Francisco Bay Area is $193,500 - $231,125. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).