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Manager, Creative Operations



San Francisco, CA, USA
Posted on Thursday, May 9, 2024

Intercom is an AI-first customer service platform that helps businesses deliver better, faster, more personalized support.

Intercom is bringing AI-first Customer Service to the world, dramatically improving experiences for customers, support agents, and managers alike.Modern, fast, and easy-to-use, Intercom’s complete AI-first Customer Service Platform enhances the customer experience, improves operational efficiency, and scales with our customers’ business every step of the way. Intercom is also the most innovative and fastest improving product on the market. Shipping over 200 product improvements every year, Intercom is bringing AI features to market before anyone else.

What's the opportunity? 🤔

As the Manager of Creative Operations you will be responsible for building operational excellence within the Intercom Creative Studio through processes and partnerships that both elevate team performance and allow for a culture of creativity and strategic planning. You will be directly responsible for managing a team of Creative Producers and will collaborate closely with a team of designers, developers, strategists, writers and illustrators, Marketers, external partners and agencies.

You will help define our operational strategy and project management processes, creating standards and best practices that improve cross-functional collaboration, workflows, project estimations and long range planning. You are skilled in program management and have deep experience and expertise in running operations for in-house/agency creative teams.

You are a change-leader who will work proactively in partnership with our cross- functional teams to deliver high quality and distinctive work on time. You are an expert in process improvement and identifying opportunities to create sustainable and scalable solutions across a diverse range of projects and platforms.

This role reports directly to the Sr. Director of Creative Studio, whom you will partner closely with on a daily basis.

What will I be doing? 🚀

  • Proactively identify, manage and drive efficiency with key operational processes to ensure creative process is considered and optimized
  • Lead and optimize capacity planning for the creative studio, partnering with Marketing leaders to ensure we have proper information to develop solid work forecasts
  • Introduce tools or methodologies that help us work more effectively
  • Lead and manage a small team of Brand Producers who own the Creative Studio team project plan
  • Be part of the Design Leads group that works to provide leadership on high-level projects that affect the trajectory of the Brand Design team.
  • Build and maintain strong relationships with internal partners at Intercom and external vendors, effectively communicate project and workload tradeoffs
  • Build a diverse pipeline of external partners and vendors to supplement and support the creative team’s work eg: photographers, video editors, illustrators, animators, freelancers, agencies

What skills do I need? 📖

  • 5+ years of experience running Creative Operations in either agency or in-house creative studios
  • 3+ years managing people in project management/producing roles
  • Extensive program management experience on highly complex projects
  • Successful track record of successfully delivering multiple projects simultaneously across channels and mediums
  • Experience working closely with multi disciplinary creative teams
  • Strong knowledge of creative and production workflows for cross functional projects including integrated campaigns, digital, social media, video and print
  • Strong relationship building and partnering skills and ability to work with and influence all levels of management to individual contributors. Must be comfortable working with and presenting to C-suite leaders
  • Ability to handle ambiguity, can easily adapt as we build and refine our process and team

Benefits 😍

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 meaningful equity
  • Catered lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
  • Fully funded comprehensive medical, dental, and vision coverage
  • Open vacation policy and 10 corporate holidays
  • Paid Parental Leave Program
  • Commuter benefits + 401k plan
  • 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 $166,00 - $193,500. 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).


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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