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.
We are looking for a Senior HCM Program Manager with a strong background in HR systems, specifically Workday, to join our People team and drive operational excellence across our teams. This role is a unique opportunity to shape the way we leverage Workday to streamline processes for Recruiting Ops, People Ops, Compensation, and other key teams, ensuring efficient, scalable, and user-friendly systems and processes. Operational excellence in this context means creating systems and workflows that reduce manual effort, minimise errors, and empower teams to focus on strategic work by leveraging Workday’s capabilities to their fullest potential. The scope of this role will encompass the full breadth of the hire-to-retire business process, ensuring alignment across all stages of the employee lifecycle. By aligning and prioritising needs across the People organisation (as internal stakeholders) and Finance (as an external stakeholder with dependencies on People), you’ll ensure that Workday becomes a cornerstone for data-driven decision-making, compliance, and improved employee experiences. You’ll also play a critical role in defining and maintaining a cohesive Workday roadmap in collaboration with our People Systems team.
What will I be doing?- Collaborating with stakeholders across the People organisation (internal stakeholders) and Finance (external stakeholder) to understand operational challenges and opportunities.
- Acting as the single point of contact between the People org and the People Systems team within Intercom’s IT organisation.
- Gathering and prioritising functional requirements based on input from teams like Recruiting Ops, People Ops, and Compensation, while considering Finance’s dependencies on People-related processes.
- Developing and maintaining a functional Workday roadmap in partnership with People Systems to align system capabilities with organisational needs and dependencies.
- Identifying opportunities to streamline and automate manual processes.
- Ensuring processes and configurations align with best practices and meet the functional needs of the People organisation and dependencies of Finance.
- Driving program management initiatives, coordinating cross-team efforts, and tracking progress on Workday-related projects.
- Strong functional knowledge of Workday and understanding of broader people processes.
- 6 - 8 years experience working with cross-functional teams and key stakeholders, including People Ops, Recruiting, Compensation, Finance, and IT.
- Excellent program management skills, with a proven ability to prioritise and execute multiple initiatives involving many stakeholders with competing priorities.
- Strong analytical and problem-solving abilities to translate operational needs into system solutions.
- Exceptional communication, collaboration and influencing skills to align diverse stakeholders and ensure clarity across teams.
- Previous experience in a similar role within a fast-paced, scaling organisation.
- Familiarity with Workday’s advanced modules
- Background in People process improvement and operational streamlining
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!
- 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.
The base salary range for candidates within the San Francisco Bay Area is $160,200-$204,700. 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).
Policies
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 three 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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Intercom San Francisco, California, USA Office
The SF office is located in the bustling SoMa district. It's just off Market Street, a 2 minute walk from Montgomery BART and Muni. The area is dotted with amazing dining spots, although our Workplace Experience team also looks after us with tons of delicious food, drink and snacks.
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