Manager, Customer Education (Production & Innovation) at Intercom

Chicago, Illinois, United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Customer Service, Artificial Intelligence, SoftwareIndustries

Requirements

The ideal candidate is a creative leader with a passion for education and a drive for innovation in learning creation and delivery. They should possess strong operational rigor, excellent cross-functional collaboration skills, and be data literate to own the performance of content, systems, and processes. Experience in defining and evolving production processes, particularly for video and AI production tools, is essential. A proven track record in leading teams and directly producing impactful educational content is also required.

Responsibilities

This role is responsible for driving the evolution of how learning experiences are designed, produced, and delivered across various channels, including product interfaces, academies, and external platforms like YouTube. Key responsibilities include leading innovation in production processes, championing new technologies like AI, and setting quality standards for educational formats. The manager will partner with Learning Experience Designers and producers to guide creative direction, formalize content roadmap inputs from various departments, and manage a production roadmap and calendar to ensure timely content launches. Additionally, the role involves directly producing and delivering impactful educational content.

Skills

Customer Education

Learning Experience Design

Production Processes

AI Technologies

Content Creation

Instructional Design

Project Management

Cross-functional Collaboration

Quality Assurance

Learning Management Systems (LMS)

Video Production

E-learning Development

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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