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Director, Workplace Experience



San Francisco, CA, USA
Posted on Wednesday, June 12, 2024

Intercom was founded in 2011 to change the standard of customer service online. Our AI-first customer service platform is a totally new way to deliver customer service and is designed to transform the way businesses interact with their customers through AI. We all know that customer service on the internet sucks. It’s slow and impersonal. We help businesses provide instant and exceptional service to their customers and maximize their support agents’ productivity, efficiency, and performance—all through our single AI system. More than 25,000 businesses use Intercom to send millions of messages to millions of customers each month.Intercom has been a long-standing product leader and cultural icon in the technology and startup worlds for more than a decade. We set the pace for our industry and live by our values that allow us to push boundaries, build with speed and intensity, and deliver incredible value to our customers.Join us on our mission to redefine customer service and make internet business personal.

What's the opportunity? 🤔

The Workplace Experience team is responsible for making Intercom a place where employees can do the best work of their careers by creating an environment that fosters focus, collaboration, and a culture of high-performance. We are looking for a director with a strong background in hospitality to lead a distributed team across our five global offices. This role is a blend of strategic leadership and hands-on management where you’ll develop and deliver a comprehensive workplace strategy, create an inspiring look and feel across our offices, and curate a welcoming, smooth, and enjoyable experience for both employees and visitors.

What will I be doing? 🚀

  • Develop and implement a hospitality-oriented, forward-thinking, data-driven workplace strategy focused on enabling the success of the individuals and teams who utilize our spaces.
  • Create inspiring and well-designed spaces that foster creativity and focus.
  • Lead, coach, and motivate a distributed team of workplace professionals to realize our vision, adapt to changing business needs with optimism, and support their individual growth and success.
  • Develop engaging events that bring employees together and create a sense of community.
  • Establish and enforce workplace objectives, policies, and operating procedures to ensure a seamless and efficient work environment.
  • Drive continuous improvement initiatives to streamline processes, enhance engagement, and foster a supportive environment.
  • Develop strategies to drive office utilization and employee satisfaction on a global scale, empowering your team to own local culture in the offices they manage.
  • Oversee and improve facilities management initiatives to optimize resources and maintain a safe, efficient, and high-touch workplace environment.
  • Oversee and deliver new construction and retrofitting projects.
  • Implement new global standards and vendor agreements to drive efficiency and ensure consistent service levels across our global footprint while managing relationships with existing third-party vendors to ensure high-quality and timely delivery of services and products.
  • Work with local leaders in each office to gather feedback on workplace experience, understand specific needs, and tailor local and global strategies.
  • Manage the Workplace Experience team budget, using tools to effectively track and allocate resources to maximize the impact of workplace initiatives.

What skills do I need? 📖

  • Bachelor’s degree and 10+ years of experience in hospitality, workplace services, office management, employee experience, and/or employee engagement.
  • Experience managing all or most key responsibilities for a global, multi-tiered workplace environment.
  • 5+ years in people management with a passion for motivating and mentoring talent.
  • Strong strategic thinking and problem-solving skills, with a history of designing and implementing data-driven workplace strategies.
  • Comfortable with ambiguity and able to work cross-functionally with stakeholders to find the right questions and answers.
  • Experience with GSuite, Slack, Coda, Asana, Envoy, and OfficeSpace.

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
  • Comprehensive medical, dental, and vision coverage
  • Regular compensation reviews - great work is rewarded!
  • Open vacation policy and 10 corporate holidays
  • 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 $195,500 to $230,000. 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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