R&D Operations Specialist

2 weeks ago

Dublin, Dublin City, Ireland Intercom Full time
R&D Operations Specialist (12 month contract)

Dublin, Ireland

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?

To achieve the company's objective of fast, sustainable growth, it is critical that our R&D org can execute its strategy excellently. To support this, we have an Operations team that brings efficiency and effectiveness to all aspects of how our R&D organisation operates. For us this means how we understand customer and partner needs, what we work on, and how we work on it.

As an Operations Specialist for our R&D org, you will work in partnership with the R&D leadership team and partners from across the business in providing direction and alignment to our day to day operations, as we evolve and adapt to the complexities that rapid growth in the SaaS industry brings.

You may work on different initiatives from across all aspects of operational health, focusing primarily on business operations.

This role is an opportunity to have wide ranging impact, as you bring clarity, cohesion as well as operational rigor to a high-performing organisation scaling at incredible speed. This is an amazing opportunity to help accelerate R&D in delivering value for our customers and partners.

What will I be doing?
  • Acting as a trusted advisor and partner to the R&D leaders and partners in all aspects of operations
  • Directing activities aimed at continuously improving the effectiveness and efficiency of the R&D org
  • Partnering with external R&D stakeholders in CS, Sales, Finance, Marketing, and other functions to support and enable their success
  • Advocating for process improvement, while managing a roadmap of improvements in alignment with R&D partners
  • Ensuring "Business As Usual" working rhythms, tasks and communications run seamlessly

Some examples of the types of work you could do:

  • Defining and running regular operating rhythms covering different aspects of operational health (product, profit, people)
  • Delivering solutions/process improvements across teams in R&D aimed at improving how we capture and track engineering roadmaps, projects and capacity
  • Partnering with Finance on budgeting processes, managing headcount allocations and other regular finance ops
  • Partnering with Recruiting on hiring operations and streamlining how we onboarding new hires
  • Working with stakeholders in partner orgs to assess the health of cross-org processes and workflows, and define improvement plans
  • Surfacing operational issues and facilitating discussions around them
What skills do I need?

Primarily, you need to have an operations background and hands-on experience of managing projects of various shapes and sizes aimed at improving aspects of operational health, effectiveness and efficiency.

  • You have an Operations background
  • You have some Project/Program mgt skills
  • You're comfortable working with data and spreadsheets
  • You are action-orientated and a natural multi-tasker. You work fast and to high standards
  • You are proven to be highly trusted, with the ability to work autonomously
  • You are a great communicator and influencer.
  • You are pragmatic and flexible
  • You are a natural facilitator, who can bring cohesion and drive others to the right outcomes
  • You have strong stakeholder management skills - can partner with leaders and managers at all levels in the organisation to get stuff done
Working at Intercom

How will I be supported?

  • You'll be part of a dedicated Operations team, where you'll receive mentoring and feedback from your teammates as well as your manager
  • You'll follow a dedicated onboarding plan aimed at getting you up to speed and taking ownership of challenges quickly
  • You'll learn from and work with Leaders and Managers across R&D, as well as the leads of partner teams and functions

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 equity in a fast-growing start-up
  • We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
  • Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
  • Open vacation policy and flexible holidays so you can take time off when you need it
  • Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
  • MacBooks are our standard, but we're happy to get you whatever equipment helps you get your job done

Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least two days per week.

We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.

Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.

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