Project implementation specialist 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

LogisticsIndustries

Requirements

Bachelor's degree in Operations management, Industrial Engineering, Business Administration, or a related field
PMP, Lean Six Sigma, or Agile certification is a strong asset
5+ years of experience in operations, project management, or process improvement within a logistics, supply chain, or manufacturing environment
Proven track record of leading cross-functional projects from design to execution
Experience managing deployments across multiple sites or regions
Proficiency in project management tools (e.g., Asana, Smartsheet, MS Project)
Strong command of data analysis tools (Excel, Power BI, or equivalent)
Familiarity with SOP/WI documentation and operational KPIs
Exceptional coordination abilities to mobilize cross-functional teams
Strong understanding of operational workflows and change management principles
Problem-solving and decision-making abilities
Excellent communication and facilitation skills to engage diverse stakeholders
Ability to perform under pressure and adapt in a fast-paced environment
Highly organized, detail-oriented, and solution-driven
Autonomous leadership with the ability to influence without direct authority

Responsibilities

Lead the operational design and physical requirements of new projects
Adapt and improve national solutions design to regional specific operations
Plan and coordinate deployment across stations, ensuring timelines and resource alignment
Provide key operational updates to the Project Management Office (PMO)
Mobilize and align cross-functional teams: multi-levels operation leaders, SOP Specialists, CI team, Engineers, Trainers, etc
Coordinate execution of pilots and national rollouts, ensuring each location is prepared
Track execution of project tasks and resolve field blockers
Monitor progress using KPIs, R&R charts, and follow-up actions
Ensure supporting documents (WIs, SOPs) are validated and available before deployment
Provide post-deployment follow-up and continuous operational support

Skills

Key technologies and capabilities for this role

Project ManagementOperations ManagementChange ManagementStakeholder ManagementLean Six SigmaAgilePMPCross-Functional CoordinationKPIsSOPsProblem-SolvingWorkflow Design

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, comprehensive group insurance, group RRSP plan, wellness days, partial reimbursement for public transportation, and an Employee Assistance Program, among others.

Is this a remote position or does it require on-site work?

This information is not specified in the job description.

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

Key skills include exceptional coordination abilities to mobilize cross-functional teams, strong understanding of operational workflows and change management, problem-solving and decision-making, excellent communication and facilitation skills, and ability to perform under pressure in a fast-paced environment.

What is the company culture like at Intelcom | Dragonfly?

The company offers a flexible and stimulating environment surrounded by passionate talent, guided by values of collaboration, innovation, excellence, and responsibility, while embracing diversity, equity, and inclusion.

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, 5+ years of experience in operations, project management or process improvement in logistics/supply chain/manufacturing, proven track record leading cross-functional projects, and proficiency in project management and data analysis tools; PMP, Lean Six Sigma, or Agile certification is a strong asset.

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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