Project implementation Manager at Intercom

Montreal, Quebec, Canada

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Logistics, Supply ChainIndustries

Requirements

Bachelor’s degree in Operations Management, Industrial Engineering, Business Administration, or related field
PMP, Lean Six Sigma Black Belt, or Agile certification strongly preferred
7+ years of experience in operations, project management, or process improvement
Experience leading national or enterprise-level deployments across multiple regions
Advanced proficiency in project management tools (e.g., Asana, Smartsheet, MS Project)
Strong analytical skills with expertise in Excel, Power BI, or equivalent tools
Familiarity with SOP/WI documentation, operational KPIs, and continuous improvement frameworks
Proven leadership in managing cross-functional project teams
Deep understanding of operational processes, logistics, and change management
Strong strategic thinking and problem-solving capabilities
Excellent communication and stakeholder management skills
Ability to manage multiple complex projects in a fast-paced environment
Proficiency in project planning, risk mitigation, and performance tracking
Ability to influence across all levels of the organization

Responsibilities

Define project scope, objectives, and success criteria in alignment with business goals
Lead the national planning and prioritization of operational projects
Oversee regional improvement of national solutions and ensure consistency in execution
Manage and mentor a team of Operational Project Leaders
Facilitate cross-functional collaboration with Engineering, CI, Operations, Procurement, and Change Management
Engage senior stakeholders to ensure buy-in, alignment, and resource support
Monitor project progress through KPIs, dashboards, and performance reviews
Resolve escalated blockers and ensure timely decision-making
Ensure documentation (SOPs, WIs) and training materials are validated and deployed
Conduct post-mortems and integrate lessons learned into future initiatives

Skills

Key technologies and capabilities for this role

Project ManagementStrategic PlanningStakeholder ManagementChange ManagementLogisticsLean Six SigmaPMPAgileKPIsRisk MitigationCross-functional CollaborationOperations Management

Questions & Answers

Common questions about this position

What benefits does Intelcom | Dragonfly offer?

Benefits include an on-site gym with a personal trainer, employer-provided lunch of your choice, and comprehensive group insurance.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What are the key required skills for the Project Implementation Manager role?

Key skills include proven leadership in managing cross-functional project teams, deep understanding of operational processes, logistics, and change management, strong strategic thinking and problem-solving, excellent communication and stakeholder management, and proficiency in project planning, risk mitigation, and performance tracking.

What is the company culture like at Intelcom | Dragonfly?

You'll thrive in a flexible and stimulating environment, surrounded by passionate talent.

What qualifications make a strong candidate for this role?

Strong candidates have a Bachelor’s degree in Operations Management, Industrial Engineering, Business Administration, or related field, PMP, Lean Six Sigma Black Belt, or Agile certification, 7+ years of experience in operations, project management, or process improvement, experience leading national deployments, and advanced proficiency in project management tools like Asana, Smartsheet, MS Project, plus analytical tools like Excel or Power BI.

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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