Strategic Initiatives Lead, GTM at Intercom

San Francisco, California, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaS, Customer ServiceIndustries

Requirements

Versatile problem solver, comfortable jumping into unfamiliar spaces, learning fast, and driving clarity and momentum
Able to handle multiple priorities at once
Force multiplier able to step into complex, high-impact initiatives and provide leverage to senior leaders by driving them forward with focus and autonomy
Structured approach to messy problems, able to navigate ambiguity while keeping stakeholders aligned
Strong communicator and collaborator, able to influence without authority and build trust across functions and levels
Uses data as a tool to drive clarity, challenge assumptions, and shape smarter decisions
Excited about the exposure, complexity, and challenge of the role and motivated by driving tangible outcomes for the business
Curiosity and enthusiasm for using AI tools to drive efficiency and scale work
Low-ego, action-oriented, and thrives in fast-paced, high-autonomy environments

Responsibilities

Drive Strategic Projects: Own and execute high-priority GTM initiatives, partnering with functional leaders to support priority projects and accelerate progress where needed
Run Operational Inspections: Dive into pipeline data, Gong calls, and customer journeys to uncover gaps, patterns, and insights that drive better decisions and execution
Fix and Modernize Broken Processes: Identify outdated or inefficient ways of working across GTM, propose smarter approaches, pilot improvements (especially with AI), and support scale-up
Serve as a trusted thought partner to GTM executives: Help senior leaders navigate complex issues, structure their thinking, and drive toward clear, high-impact decisions
Craft Executive-Ready Communications: Help GTM leaders distill and package their strategies into internal narratives and external presentations, including org-wide updates, strategic initiative briefs, board content, and leadership presentations
Enable Cross-Functional Coordination: Facilitate alignment and collaboration across Sales, Marketing, CS, Support, Ops, and Growth, especially in ambiguous or fast-moving areas

Skills

Key technologies and capabilities for this role

Strategic InitiativesProject ManagementCross-Functional LeadershipGo-To-MarketSales OperationsCustomer SuccessRevenue OperationsDemand GenerationExecutive PartnershipOrganizational Alignment

Questions & Answers

Common questions about this position

What does the Strategic Initiatives Lead role at Intercom involve?

You'll drive strategic projects, run operational inspections on pipeline data and customer journeys, fix broken processes with AI pilots, serve as a thought partner to executives, craft executive communications, and enable cross-functional coordination across GTM teams.

Who does this role report to and collaborate with?

The role reports to the GTM Chief of Staff and partners directly with GTM leaders across Sales, Customer Success, Support, Revenue Operations, Demand Generation, and Growth.

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

This information is not specified in the job description.

What is the compensation for this role?

This information is not specified in the job description.

What kind of person excels in this Strategic Initiatives Lead role?

Intercom seeks a high-agency operator who can act as a strategic utility player, embedding into mission-critical projects to provide structure, momentum, cross-functional alignment, and accelerate execution.

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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