Intercom
Overview
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 transform customer experiences. Fin can also be combined with our Helpdesk to become the Intercom Customer Service Suite, providing AI-enhanced support for more complex queries that require a human agent. Intercom was founded in 2011 and is trusted by nearly 30,000 global businesses. What’s the opportunity? As Intercom continues to scale, the People Programs team designs and delivers impactful employee experiences across the full lifecycle—from onboarding and performance to manager development. We’re looking for a
Senior People Programs Specialist
to lead the execution of core talent programs, ensuring operational excellence while enabling our senior team to focus on strategic initiatives. This role will be the operational engine behind our most visible programs, facilitating onboarding experiences, supporting performance management cycles and manager development programs, and bringing strong coordination, communication, and reporting skills to everything you do. You will continuously improve how we deliver programs by surfacing insights, identifying gaps, and helping us scale with quality.
What will I be doing?
Onboarding
Facilitate engaging onboarding sessions for new U.S. employees, delivering a best-in-class first week experience in SF.
Own onboarding logistics and administration, including pre-onboarding communications, scheduling, and coordination.
Continuously improve the onboarding program by analyzing quarterly feedback data and refining content to align with the evolving strategy.
Performance Management
Drive execution and delivery of performance cycles including system setup, audits, communications, and reporting.
Partner on enablement and communications around expectations, ratings, and feedback.
Monitor compliance with timelines and escalate issues as needed.
Manager Development
Support bi-annual Manager Academy by coordinating logistics, materials, communications, and facilitation support.
Conduct retrospective and support in making meaningful changes to the program design.
Reporting & Program Ops
Build and maintain reports on program outcomes, employee trends, and key performance metrics.
Ensure accuracy and consistency of data across tools and reports, partnering with People Systems and People Data teams.
Manage survey administration (onboarding, offboarding, etc.) and support ad hoc projects as needed.
What skills do I need?
3–5 years of experience in HR, L&D, or People Operations roles with a focus on program coordination and execution
Strong project management and organizational skills, ability to thrive in a fast-paced, evolving environment
Exceptional attention to detail and a bias toward action and improvement
Excellent communication skills and comfort working across stakeholders at all levels
Experience working with HR systems and tools (e.g., Workday, Lattice) a plus
A passion for creating employee experiences that are thoughtful, consistent, and impactful
Curiosity about AI and a forward-thinking mindset, excited by how emerging technologies can make programs more effective and scalable
Benefits
A collaborative, innovative work environment where your contributions have a direct impact on the company and its enterprise customers.
Opportunities for professional development and growth.
A culture that fosters curiosity, customer obsession, and technical excellence.
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.
Proof of eligibility to work in the United States is required.
The base salary range for candidates within the San Francisco Bay Area is $97,200 - $124,200. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. 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 RSUs. Intercom has a hybrid working policy requiring in-office presence at least three days per week.
Intercom values diversity and is committed to 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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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 transform customer experiences. Fin can also be combined with our Helpdesk to become the Intercom Customer Service Suite, providing AI-enhanced support for more complex queries that require a human agent. Intercom was founded in 2011 and is trusted by nearly 30,000 global businesses. What’s the opportunity? As Intercom continues to scale, the People Programs team designs and delivers impactful employee experiences across the full lifecycle—from onboarding and performance to manager development. We’re looking for a
Senior People Programs Specialist
to lead the execution of core talent programs, ensuring operational excellence while enabling our senior team to focus on strategic initiatives. This role will be the operational engine behind our most visible programs, facilitating onboarding experiences, supporting performance management cycles and manager development programs, and bringing strong coordination, communication, and reporting skills to everything you do. You will continuously improve how we deliver programs by surfacing insights, identifying gaps, and helping us scale with quality.
What will I be doing?
Onboarding
Facilitate engaging onboarding sessions for new U.S. employees, delivering a best-in-class first week experience in SF.
Own onboarding logistics and administration, including pre-onboarding communications, scheduling, and coordination.
Continuously improve the onboarding program by analyzing quarterly feedback data and refining content to align with the evolving strategy.
Performance Management
Drive execution and delivery of performance cycles including system setup, audits, communications, and reporting.
Partner on enablement and communications around expectations, ratings, and feedback.
Monitor compliance with timelines and escalate issues as needed.
Manager Development
Support bi-annual Manager Academy by coordinating logistics, materials, communications, and facilitation support.
Conduct retrospective and support in making meaningful changes to the program design.
Reporting & Program Ops
Build and maintain reports on program outcomes, employee trends, and key performance metrics.
Ensure accuracy and consistency of data across tools and reports, partnering with People Systems and People Data teams.
Manage survey administration (onboarding, offboarding, etc.) and support ad hoc projects as needed.
What skills do I need?
3–5 years of experience in HR, L&D, or People Operations roles with a focus on program coordination and execution
Strong project management and organizational skills, ability to thrive in a fast-paced, evolving environment
Exceptional attention to detail and a bias toward action and improvement
Excellent communication skills and comfort working across stakeholders at all levels
Experience working with HR systems and tools (e.g., Workday, Lattice) a plus
A passion for creating employee experiences that are thoughtful, consistent, and impactful
Curiosity about AI and a forward-thinking mindset, excited by how emerging technologies can make programs more effective and scalable
Benefits
A collaborative, innovative work environment where your contributions have a direct impact on the company and its enterprise customers.
Opportunities for professional development and growth.
A culture that fosters curiosity, customer obsession, and technical excellence.
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.
Proof of eligibility to work in the United States is required.
The base salary range for candidates within the San Francisco Bay Area is $97,200 - $124,200. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. 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 RSUs. Intercom has a hybrid working policy requiring in-office presence at least three days per week.
Intercom values diversity and is committed to 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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