Senior Manager, Workplace Experience (US & APAC)

Intercom was founded in 2011 to change the standard of customer service online. Our AI-first customer service platform is a totally new way to deliver customer service and is designed to transform the way businesses interact with their customers through AI. We all know that customer service on the internet sucks. It’s slow and impersonal. We help businesses provide instant and exceptional service to their customers and maximize their support agents’ productivity, efficiency, and performance—all through our single AI system. More than 25,000 businesses use Intercom to send millions of messages to millions of customers each month.Intercom has been a long-standing product leader and cultural icon in the technology and startup worlds for more than a decade. We set the pace for our industry and live by our values that allow us to push boundaries, build with speed and intensity, and deliver incredible value to our customers.Join us on our mission to redefine customer service and make internet business personal.

What's the opportunity? 🤔

We are seeking an exceptional Senior Manager of Workplace Experience to join our global team at our San Francisco office. In this role, you will lead the design and management of our workplace environments for our US & APAC offices, enhancing productivity and enriching the overall employee experience. You will collaborate closely with cross-functional teams to create inspiring spaces that support and empower our people, making a significant impact on our workplace culture and how we work together globally. This is a unique opportunity to shape the future of our workplace experience and contribute to our vision of a thriving, dynamic work environment.

What will I be doing? 🚀

• Drive the strategic development and execution of initiatives to optimize workplace efficiency and elevate the employee experience, aligning with company goals and values.
• Oversee the front-of-house operations, ensuring a seamless, professional, and welcoming experience for all guests and employees, while maintaining a highly functional office environment.
• Lead and manage the planning, execution, and evaluation of high-impact local employee events that reflect our brand identity and meet budgetary guidelines.
• Serve as a key cultural leader, championing company values and coordinating diverse activities, meetings, and community events that foster a cohesive and engaged workplace.
• Ensure rigorous adherence to safety and compliance standards through regular inspections and proactive risk management.
• Collaborate with senior leadership to drive strategic space planning, including office moves, renovations, and infrastructure enhancements.
• Oversee the management and prioritization of employee office requests, ensuring timely resolution within established service level agreements (SLAs).
• Develop, implement, and continuously refine office policies and processes to support operational excellence and organizational efficiency.
• Manage relationships with local third-party service providers, including food services, security, and janitorial, to ensure high-quality service and operational continuity.
• Maintain a consistent on-site presence, with a minimum of three days per week in the office, to effectively lead and support the workplace experience team.

What skills do I need? 📖

• You bring a minimum of 6+ years of senior-level experience in Workplace Experience or Facilities Management, with a demonstrated focus on designing and implementing strategies that significantly enhance the employee experience.
• You possess advanced leadership skills, with proven success in managing, coaching, and developing high-performing teams to achieve strategic goals and foster a positive workplace culture.
• You have a strong track record of strategic budget management, including building comprehensive business cases, optimizing resource allocation, and driving cost efficiencies without compromising quality.
• You excel in strategic planning and execution, with exceptional attention to detail and the ability to manage complex projects, prioritize effectively, and thrive in a dynamic, fast-paced environment.
• Your exceptional verbal and written communication skills enable you to influence and engage stakeholders at all levels, from frontline staff to senior executives, as well as external partners and vendors.
• You are highly adaptable and comfortable navigating the demands of a rapidly changing office environment, leveraging your expertise to maintain a productive and positive workplace atmosphere.
• Previous experience in managing and leading teams within a workplace experience or facilities function is required, demonstrating your capability to oversee team performance, drive continuous improvement, and deliver exceptional results.