Senior Manager, Workplace

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. 

Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent. 

Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.

What's the opportunity? 

We are seeking an exceptional Manager of Workplace Experience to join our global team in our Dublin office. In this role, you will lead the design and management of our workplace environments & experience offerings for our EMEA offices, enhancing productivity and enriching the overall employee experience. 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 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 7+ years of manager-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 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 budget management, including building comprehensive business cases, optimizing resource allocation, and driving cost efficiencies without compromising quality.
• You excel in 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.

Benefits 

We are a well treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us! 

• Competitive salary and equity in a fast-growing start-up
• We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
• Regular compensation reviews - we reward great work!
• Pension scheme & match up to 4%
• Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
• Flexible paid time off policy
• Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
• If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too 
• MacBooks are our standard, but we also offer Windows for certain roles when needed.

Policies 

Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.

We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.  

Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.

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