Intercom

Manager, Creative Operations

2 month ago

Job Description

As the Manager of Creative Operations you will be responsible for building operational excellence within the Intercom Creative Studio through processes and partnerships that both elevate team performance and allow for a culture of creativity and strategic planning. You will be directly responsible for managing a team of Creative Producers and will collaborate closely with a team of designers, developers, strategists, writers and illustrators, Marketers, external partners and agencies. 

You will help define our operational strategy and project management processes, creating standards and best practices that improve cross-functional collaboration, workflows, project estimations and long range planning. You are skilled in program management and have deep experience and expertise in running operations for in-house/agency creative teams. 

You are a change-leader who will work proactively in partnership with our cross- functional teams to deliver high quality and distinctive work on time. You are an expert in process improvement and identifying opportunities to create sustainable and scalable solutions across a diverse range of projects and platforms. 

This role reports directly to the Sr. Director of Creative Studio, whom you will partner closely with on a daily basis. 

What will I be doing? ๐Ÿš€

  • Proactively identify, manage and drive efficiency with key operational processes to ensure creative process is considered and optimized
  • Lead and optimize capacity planning for the creative studio, partnering with Marketing leaders to ensure we have proper information to develop solid work forecasts
  • Introduce tools or methodologies that help us work more effectively 
  • Lead and manage a small team of Brand Producers who own the Creative Studio team project plan
  • Be part of the Design Leads group that works to provide leadership on high-level projects that affect the trajectory of the Brand Design team. 
  • Build and maintain strong relationships with internal partners at Intercom and external vendors, effectively communicate project and workload tradeoffs
  • Build a diverse pipeline of external partners and vendors to supplement and support the creative teamโ€™s work eg: photographers, video editors, illustrators, animators, freelancers, agencies

What skills do I need? ๐Ÿ“–

  • 5+ years of experience running Creative Operations in either agency or in-house creative studios
  • 3+ years managing people in project management/producing roles
  • Extensive program management experience on highly complex projects
  • Successful track record of successfully delivering multiple projects simultaneously across channels and mediums
  • Experience working closely with multi disciplinary creative teams
  • Strong knowledge of creative and production workflows for cross functional projects including integrated campaigns, digital, social media, video and print
  • Strong relationship building and partnering skills and ability to work with and influence all levels of management to individual contributors. Must be comfortable working with and presenting to C-suite leaders
  • Ability to handle ambiguity, can easily adapt as we build and refine our process and team

Benefits ๐Ÿ˜

We are a well-treated bunch, with awesome benefits! If thereโ€™s something important to you thatโ€™s not on this list, talk to us! :)

  • Competitive salary and meaningful equity
  • Catered lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
  • Fully funded comprehensive medical, dental, and vision coverage
  • Open vacation policy and 10 corporate holidays
  • Paid Parental Leave Program
  • Commuter benefits + 401k plan
  • In-office bicycle storage
  • Fun events for Intercomrades, friends, and family!

*Proof of eligibility to work in the United States is required.

The base salary range for candidates within the San Francisco Bay Area is $166,00 - $193,500. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs). 

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About Intercom

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Intercom is an AI powered, automation-first customer service platform that lets businesses deliver fast support, keeping customers satisfied, costs low, and service teams happy.

It is the only complete customer service solution that provides a seamless customer experience across automation and human support. Customer service teams from more than 25,000 global organizations, including Atlassian, Amazon and Microsoft, use Intercom to send over 600 million messages per month and enable interactions with over 800 million monthly active end users. The company was founded in 2011 and is backed by leading venture capitalist including Bessemer Venture Partners, Kleiner Perkins and Social Capital. 

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