Hub Manager at Intercom

Montreal, Quebec, Canada

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Logistics, E-commerceIndustries

Requirements

5 years' experience at management level in a dynamic environment in the logistics industry and in team management
Ability to manage a team to ensure accuracy, compliance and a culture of excellence
Demonstrated analytical and problem-solving skills. Ability to quickly understand and identify problems and implement solutions
Ability to evaluate and improve work processes to meet tight delivery deadlines. Able to adapt to changing priorities and encourage the implementation of continuous improvement
Strong interpersonal skills, including leadership, conflict resolution and team management abilities
Demonstrates a positive, professional attitude with a hands-on, team-oriented work style
Bilingualism in French and English

Responsibilities

Collaborate with the Regional Operations Manager to define operational objectives, measure and communicate results
Plan, direct and implement delivery center operations and support activities to achieve productivity and service objectives
Prepare and analyze KPI performance reports, budgets and forecasts. Monitor results on an ongoing basis and adjust operations as required
Ensure time management and payroll is properly approved and submitted on time
Provide support, coaching and leadership to the team to achieve objectives
Deliver an outstanding employee experience and align departmental and individual efforts with the organization's vision, mission and culture
Ensure compliance with station policies and procedures
Evaluate and develop employee performance, align expectations and resolve issues
Lead the team to provide the highest level of customer service, both internally and externally, with the goal of continuously improving the customer experience
Lead and encourage a culture where health and safety is a priority

Skills

Team Management

Operations Management

KPI Analysis

Budgeting

Forecasting

Payroll Management

Employee Coaching

Performance Evaluation

Customer Service

Health and Safety

Logistics Operations

Process Improvement

Problem Solving

Conflict Resolution

French

English

Intercom

Customer communication platform for businesses

About Intercom

Intercom provides a customer communication platform that enables businesses to connect with their customers through personalized messaging and automation. The platform includes tools for live chat, email marketing, and customer support, allowing companies to manage interactions in one place. Intercom operates on a subscription model, offering various pricing tiers based on the features and scale needed by clients, which range from small startups to large enterprises across different industries. What sets Intercom apart from its competitors is its integration of multiple communication tools and analytics features, which help businesses assess the effectiveness of their customer engagement strategies. The main goal of Intercom is to enhance customer experience by facilitating better communication between businesses and their customers.

San Francisco, CaliforniaHeadquarters

2011Year Founded

$234.2MTotal Funding

SERIES_DCompany Stage

Consumer Software, Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

We reward our people - All full-time Intercom employees are offered a rewards program that includes competitive base salary, bonus, equity, and benefits.

We love to learn - There are so many opportunities here to learn and build a career. We support employees' growth by offering a wide range of continuing education options, including core skills, management training, and guided learning.

We take employee wellbeing seriously - We offer comprehensive healthcare coverage, including medical, dental, and vision, as well as employee assistance programs and mental health resources. We also offer flexible time off, significant paid family leave, and more.

The world has changed. So has the way we work - The majority of our employees say they prefer a hybrid model of work—some in-office time, some WFH—so that's our current approach. No matter what, though, we're committed to listening to our team.

Risks

Emerging startups offer similar solutions at lower prices, threatening market share.

Major tech companies' AI advancements may outpace Intercom's offerings.

Stricter data privacy regulations could increase compliance costs for Intercom.

Differentiation

Intercom integrates live chat, email marketing, and support into a single platform.

The platform supports over 600 million monthly active end users globally.

Intercom's analytics tools help businesses measure communication strategy effectiveness.

Upsides

Demand for AI-driven support solutions enhances Intercom's offerings.

Omnichannel communication trends align with Intercom's integrated messaging solutions.

E-commerce expansion drives demand for robust customer support systems like Intercom.

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