Intercom
Manager, Customer Education (Production & Innovation)
Intercom, Chicago, Illinois, United States, 60290
Manager, Customer Education (Production & Innovation)
Join to apply for the
Manager, Customer Education (Production & Innovation)
role at
Intercom . 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 their customer experiences. Fin can be combined with our Helpdesk to form 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. We push boundaries, move fast, and deliver value to customers through our core values. What’s the opportunity? We’re on a mission to make internet business personal. Our AI-first customer service suite is changing how businesses support their customers. Our Customer Education team equips customers with the knowledge, tools, and training to get the most value out of Intercom. As
Manager, Customer Education (Production & Innovation) , you’ll report to the Director of Customer Education and drive the design, production, and delivery of scalable learning experiences across all distribution channels (Fin and Intercom products, Fin and Intercom Academies, and non-owned channels like YouTube or content syndication). You’ll lead production innovation, champion new technologies (including AI), and set quality standards across educational formats and platforms. You’ll partner with teams across the business to create impactful content that supports product adoption. This is a senior, strategic role at the intersection of learning, technology, and design, requiring creativity, operational rigor, and strong cross-functional collaboration. You’ll build scalable, high-quality education that blends digital production, automation, and human creativity to help customers succeed with Intercom. This is a fantastic opportunity for a proven leader who is passionate about education, obsessed with quality, and driven to innovate in how learning is created and delivered. We move fast, experiment boldly, and raise the bar on every piece of content we produce. If you want to shape the future of customer learning and build industry-defining educational experiences, join us. What will I be doing? Define, codify, and evolve our production process, with a strong focus on video and continuous innovation, including AI production tools and processes. Define and maintain voice, tone, design, style, and user experience across our CEd content and surfaces. Partner with LXDs and producers to lead creative direction. Formalize inputs for our content roadmap from CSM, Support, Product, Growth, and ad hoc business requirements; assess, prioritize, and manage expectations before production. Build and maintain a production roadmap and calendar to ensure content launches on time and aligns with prioritization. Lead by example: drive innovation while directly producing and delivering educational content as part of your work. Own the performance of content, systems, and processes you create; be data literate with examples such as on-time shipping, learner sentiment, and content performance. Demonstrate strong execution in a fast-moving environment. Skills I need 5+ years of proven experience leading customer education production and delivery. Strong project and people management experience (3+ years managing contractors, vendors, and/or direct reports). Track record of scaling production through tooling, workflows, and process innovation. Curious about and comfortable with new technology, with solid understanding of AI and customer experience tools. Strong cross-functional collaboration skills to drive customer outcomes at scale. Natural storyteller with the ability to explain complex topics simply and engagingly. Data-driven and operational mindset, with experience in A/B testing and data visualization (e.g., Tableau). Player-coach with strong execution chops; this is a hands-on role, not a people-manager-only role. Benefits Competitive salary and meaningful equity Comprehensive medical, dental, and vision coverage Regular compensation reviews 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 Compensation and policies The base salary range for candidates within the Greater Chicago Area is $153,900 - $183,825. Actual base pay depends on education, skills, experience, location, and other factors. All regular employees may be eligible for the corporate bonus program or a sales incentive (OTE) and stock in the form of RSUs. Intercom has a hybrid policy requiring in-office presence at least three days per week. Equity and equal opportunity Intercom values diversity and is committed to Equal Employment Opportunity. Intercom does not discriminate on any legally protected basis. We respect personal opinions and expression on non-work topics in personal time. Is this role not quite what you’re looking for?
Join our Talent Community to stay connected with us.
#J-18808-Ljbffr
Join to apply for the
Manager, Customer Education (Production & Innovation)
role at
Intercom . 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 their customer experiences. Fin can be combined with our Helpdesk to form 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. We push boundaries, move fast, and deliver value to customers through our core values. What’s the opportunity? We’re on a mission to make internet business personal. Our AI-first customer service suite is changing how businesses support their customers. Our Customer Education team equips customers with the knowledge, tools, and training to get the most value out of Intercom. As
Manager, Customer Education (Production & Innovation) , you’ll report to the Director of Customer Education and drive the design, production, and delivery of scalable learning experiences across all distribution channels (Fin and Intercom products, Fin and Intercom Academies, and non-owned channels like YouTube or content syndication). You’ll lead production innovation, champion new technologies (including AI), and set quality standards across educational formats and platforms. You’ll partner with teams across the business to create impactful content that supports product adoption. This is a senior, strategic role at the intersection of learning, technology, and design, requiring creativity, operational rigor, and strong cross-functional collaboration. You’ll build scalable, high-quality education that blends digital production, automation, and human creativity to help customers succeed with Intercom. This is a fantastic opportunity for a proven leader who is passionate about education, obsessed with quality, and driven to innovate in how learning is created and delivered. We move fast, experiment boldly, and raise the bar on every piece of content we produce. If you want to shape the future of customer learning and build industry-defining educational experiences, join us. What will I be doing? Define, codify, and evolve our production process, with a strong focus on video and continuous innovation, including AI production tools and processes. Define and maintain voice, tone, design, style, and user experience across our CEd content and surfaces. Partner with LXDs and producers to lead creative direction. Formalize inputs for our content roadmap from CSM, Support, Product, Growth, and ad hoc business requirements; assess, prioritize, and manage expectations before production. Build and maintain a production roadmap and calendar to ensure content launches on time and aligns with prioritization. Lead by example: drive innovation while directly producing and delivering educational content as part of your work. Own the performance of content, systems, and processes you create; be data literate with examples such as on-time shipping, learner sentiment, and content performance. Demonstrate strong execution in a fast-moving environment. Skills I need 5+ years of proven experience leading customer education production and delivery. Strong project and people management experience (3+ years managing contractors, vendors, and/or direct reports). Track record of scaling production through tooling, workflows, and process innovation. Curious about and comfortable with new technology, with solid understanding of AI and customer experience tools. Strong cross-functional collaboration skills to drive customer outcomes at scale. Natural storyteller with the ability to explain complex topics simply and engagingly. Data-driven and operational mindset, with experience in A/B testing and data visualization (e.g., Tableau). Player-coach with strong execution chops; this is a hands-on role, not a people-manager-only role. Benefits Competitive salary and meaningful equity Comprehensive medical, dental, and vision coverage Regular compensation reviews 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 Compensation and policies The base salary range for candidates within the Greater Chicago Area is $153,900 - $183,825. Actual base pay depends on education, skills, experience, location, and other factors. All regular employees may be eligible for the corporate bonus program or a sales incentive (OTE) and stock in the form of RSUs. Intercom has a hybrid policy requiring in-office presence at least three days per week. Equity and equal opportunity Intercom values diversity and is committed to Equal Employment Opportunity. Intercom does not discriminate on any legally protected basis. We respect personal opinions and expression on non-work topics in personal time. Is this role not quite what you’re looking for?
Join our Talent Community to stay connected with us.
#J-18808-Ljbffr