What's the opportunity?
At Intercom, you’ll have the chance to shape the future of how we hire and grow our teams at a company that’s redefining customer service through AI. As the Recruiting Operations Lead, you’ll play a pivotal role in building the systems, processes, and programs that enable us to attract, hire, and develop the talent powering our mission. Your work will directly impact our ability to scale smarter and faster, ensuring we remain the category leader in AI-first customer service. If you’re passionate about operational excellence, thrive in fast-paced environments, and are excited by the transformational potential of AI, this is your opportunity to make a real difference at a company that’s setting the new standard in our industry.
You’ll join Intercom’s Recruiting Operations team, a group dedicated to optimizing every aspect of our hiring journey. Our mission is to ensure every candidate and interviewer has a seamless, equitable, and impactful experience. As we continue our rapid growth and double down on our AI-first strategy, your role will be central to aligning recruiting operations with broader company objectives. You’ll act as a generalist and program manager, owning systems, tools, and processes, while also serving as a mentor and escalation point for our Dublin-based recruiting coordinators. This is a high-impact, high-visibility role that bridges tech and business recruiting, making you a key point of contact for cross-functional and company-wide initiatives.
What will I be doing?
- Own and optimize all recruiting systems and processes. Evaluate, implement, and integrate emerging tools and automation to drive efficiency, data accuracy, and scalability.
- Oversee the recruiting tech stack as system admin. Drive updates, integrations, and explore emerging technologies (including AI and automation) to improve team efficiency and candidate experience.
- Own the RecOps ticketing process and team support. Proactively resolve issues and drive continuous improvements to daily recruiting operations.
- Drive strategic, cross-functional initiatives that strengthen recruiting infrastructure, enable data-driven decision-making, and enhance overall team effectiveness.
- Provide guidance and support to the Dublin recruiting coordination team. Offer mentorship, assist with escalations, and maintain strong stakeholder relationships.
- Delivering data-driven insights and reporting to track hiring progress and optimize recruitment processes by creating robust dashboards to inform decision making
- Elevating candidate and interviewer experience by identifying pain points and implementing targeted process improvements.
- Representing recruiting operations as a key point of contact for cross-org and company-wide projects.
What skills do I need?
- 5+ years of experience in recruiting operations, program management, or a related field, ideally in a fast-paced, high-growth tech environment.
- Strong analytical and process optimization skills, with a track record of driving measurable improvements.
- Skilled in leveraging data to inform decisions and drive outcomes.
- Excellent project management skills with the ability to manage multiple priorities and senior stakeholders across the org effectively.
- Comfort with data, reporting tools (e.g., Ashby), and workflow automation.
- Exceptional communication and collaboration skills.
- Growth mindset, resilience, and curiosity.
- Passion for AI and its potential to transform how we work.
Bonus skills & attributes
- Experience working with technical recruiting stakeholders, especially within engineering.
- Experience supporting high-volume recruiting or scaling hiring programs.
- Experience with a robust recruiting tech stack (e.g., Greenhouse, BrightHire, Ashby Analytics).
- Prior exposure to AI-driven tools or a strong interest in AI innovation.
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.
