Senior GTM Enablement Manager, Operations

Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences. Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey – from service, to sales, to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration. Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams. Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support. Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers. What's the opportunity? Intercom's Global Sales Organization is rapidly evolving, and the GTM Enablement team is expanding to support. Our mission is to empower Intercom's GTM teams by providing the systems, processes, and strategic insights that drive maximum productivity and operational excellence. As the Senior GTM Enablement Manager, Operations, you will be the critical link between our sales team and the cross-functional GTM partners (like Revenue Operations, Monetization, Legal, and Systems) who create the policies, tooling, and procedures that impact them. Your role is to ensure that these inputs translate into flawless field execution. You will be responsible for owning the GTM Enablement tech stack, leading high-impact strategic projects, and operationalizing the processes that allow our sales organization to scale effectively. This role is ideal for a hands-on problem-solver who excels at translating complex, cross-functional initiatives into simple, scalable solutions for the sales org. What will I be doing? Reporting to the Senior Director of Global Sales Enablement, you will own and drive Intercom’s GTM operational enablement activities and programs globally. You’ll be responsible for: - GTM Tech Stack Advisory: Focusing on the GTM tech stack to include optimization, driving adoption, and ensuring reps derive maximum value from these tools. - Strategic Project Leadership: Leading and contributing to a variety of high-impact, cross-functional strategic projects that increase GTM productivity, streamline processes, and drive meaningful behavior change - Cross-Functional Partnership: Acting as the primary enablement interface for key cross-functional partners, you will translate their initiatives and updates into actionable enablement and workflows for the sales org. - Process Optimization: Proactively identifying bottlenecks and gaps in our GTM processes. You will design, document, and implement new, more efficient workflows to improve rep productivity, data hygiene, and the overall sales experience. - Measurement & Insights: Collaborating closely with Revenue Operations to define, measure, and report on the effectiveness of enablement programs, tool usage, and process adherence, providing regular insights to leadership. - Knowledge Base & Communications: Developing and maintaining a sustainable process for creating, updating, and surfacing critical content and knowledge to the GTM teams at their moments of need, utilizing generative AI and AI-powered knowledge retrieval. What skills do I need? - 5+ years in a GTM Enablement, Revenue Operations, Sales Operations, or a related role in a high-growth SaaS organization. - Proven ability to lead complex, cross-functional projects from discovery to completion, managing multiple senior stakeholders and competing priorities. - Strong analytical mindset with the ability to diagnose problems, analyze data, and design process-based solutions. - Deep working knowledge of sales processes, GTM motions, and success criteria for productivity. - The ability to work cross-functionally and build strong, trusted relationships with senior leadership and partners in Rev Ops, Product, and Systems. - Excellent communication (verbal, written, and presentation) and interpersonal skills; positive, flexible attitude. - Highly organized, great attention to detail, and deadline-driven. Bonus skills & attributes - Experience at a high-growth, fast-paced SaaS company. - Direct, hands-on experience administering Intercom in a sales or support environment. - Expertise with core sales tools like Salesforce.com, Gong, Outreach, and a major CMS/LMS (e.g., Highspot, Seismic, Workramp). - A background in sales or revenue operations. - Experience working in a globally distributed team. 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 meaningful equity

5+ years in a GTM Enablement, Revenue Operations, Sales Operations, or a related role in a high-growth SaaS organization. Proven ability to lead complex, cross-functional projects from discovery to completion, managing multiple senior stakeholders and competing priorities. Strong analytical mindset with the ability to diagnose problems, analyze data, and design process-based solutions. Deep working knowledge of sales processes, GTM motions, and success criteria for productivity. The ability to work cross-functionally and build strong, trusted relationships with senior leadership and partners in Rev Ops, Product, and Systems. Excellent communication (verbal, written, and presentation) and interpersonal skills; positive, flexible attitude. Highly organized, great attention to detail, and deadline-driven.