Program Manager, Recruiting Operations

Program Manager, Recruiting Operations

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.

What's The Opportunity?

At Intercom, you'll have the chance to shape the future of how we hire and grow our teams at a company that's redefining customer service through AI. As a Program Manager focused on recruiting operations, your work will directly impact our ability to attract, hire, and develop the talent that powers our mission. You'll drive improvements in process efficiency, fairness, and candidate experience to help us scale smarter and faster as we build the world's leading AI customer service platform. If you're passionate about operational excellence and excited by the possibilities of AI, this is your opportunity to make a real difference at a company that's setting the new standard in our industry. You'll join Intercom's Recruiting Operations team, a group dedicated to optimizing every aspect of our hiring journey. Our mission is to ensure that every candidate and interviewer has a seamless, equitable, and impactful experience. As we continue our rapid growth and double down on our AI-first strategy, your role will be pivotal in aligning our recruiting processes with our broader company objectives to enable us to hire the best talent, support our teams, and maintain our culture of high agency, low ego, and relentless innovation.

What Will I Be Doing?

1. Streamlining hiring processes by identifying gaps and promoting consistent, best-in-class workflows.
2. Shaping interview team operations by optimizing panel composition and partnering with the engineering teams to develop and implement interviewer training and calibration programs
3. Delivering data-driven insights and reporting to track hiring progress and optimize recruitment processes.
4. Owning cross-functional programs, such as intern hiring and internal mobility, from ideation through execution, including process design, stakeholder alignment, and impact tracking.
5. Operating as a key recruiting point of contact for cross org or company-wide initiatives, representing tech and business recruiting operations.
6. Elevating candidate experience by identifying pain points and implementing targeted process improvements.
7. Designing and delivering recruiter enablement programs to accelerate ramp-up, own effective tool adoption, and drive process consistency.

What Skills Do I Need?

• 4+ years of experience in recruiting operations, program management, or a related field, ideally in a fast-paced, high-growth tech environment.
• Strong analytical and process optimization skills, with a track record of driving measurable improvements.
• Skilled in leveraging data to inform decisions and drive outcomes.
• Excellent project management skills with the ability to manage multiple priorities and senior stakeholders across the org effectively.
• Comfort with data, reporting tools (e.g., Ashby), and workflow automation.
• Exceptional communication and collaboration skills.
• Growth mindset, resilience, and curiosity.
• Passion for AI and its potential to transform how we work.

Bonus Skills & Attributes

• Experience working with technical recruiting stakeholders, specifically within the engineering org
• Experience supporting high-volume recruiting or scaling hiring programs.
• Experience with a robust recruiting tech stack, including but not limited to Greenhouse, BrightHire, Ashby Analytics and more.
• Prior exposure to AI-driven tools or a strong interest in AI innovation.

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 equity in a fast-growing start-up
• We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
• Regular compensation reviews - we reward great work!
• Pension scheme & match up to 4%
• Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
• Flexible paid time off policy
• Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
• If you're cycling, we've got you covered on the Cycle-to-Work Scheme. With secure bike storage too
• MacBooks are our standard, but we also offer Windows for certain roles when needed.

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.