Why This Job is Featured on The SaaS Jobs
This Professional Services Operations Manager role sits at a common pressure point in mature SaaS businesses: turning customer-facing delivery and pre-sales support into repeatable, measurable operating systems. By focusing on Professional Services and Solutions Engineering inside Revenue Operations, the remit connects product adoption outcomes with commercial execution, where tooling, data, and process discipline materially influence how a SaaS company scales customer impact.
Career-wise, the role builds durable SaaS operations expertise that transfers across go-to-market functions. The work spans forecasting and capacity thinking, performance measurement across lifecycle milestones, and translating leadership priorities into dashboards and decision frameworks. Ownership of systems such as Salesforce and a PSA platform also develops a practical toolkit for improving data integrity and operational cadence, which is often a prerequisite for broader RevOps leadership tracks.
This position suits operators who prefer structured problem-solving over purely relationship-led work, and who enjoy partnering with customer-facing leaders while remaining grounded in analytics. It will resonate with professionals comfortable juggling multiple initiatives, presenting clear recommendations, and iterating on processes as the business learns. Prior exposure to services delivery or pre-sales operations will help, but the core fit is an interest in making SaaS execution more predictable through systems and measurement.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
What's the opportunity?
We’re looking for an analytical and experienced Solutions Operations Manager to join our Revenue Operations department, supporting our growing Professional Services (ProServ) and Solutions Engineering (SE) organizations. Our mission in RevOps is to empower Intercom’s go-to-market teams with the systems, insights, and strategies that drive predictable revenue growth and exceptional customer experiences.
In this role, you’ll be a pivotal strategic and operational partner to ProServ and SE leadership - bringing clarity, structure, and data-driven insight to how these teams plan, deliver, and scale. The work you do will directly shape how we operate across the customer lifecycle, helping Intercom grow efficiently while delivering meaningful value to customers.
What will I be doing?
- Design, refine, and manage scalable processes that improve how our SE and ProServ teams plan, deliver, and measure impact.
- Build data-driven frameworks and dashboards that bring visibility to performance, forecasting, and business outcomes - including POC effectiveness, attach rates, and post-engagement performance of our AI Agent, Fin.
- Partner with ProServ leadership to monitor Fin Activation Rate, Go-Live Rate, and Time to Go-Live, ensuring launches are efficient and customer outcomes are achieved on schedule.
- Measure and analyze Utilization, Services Attach Rate, and Bookings/Margin performance to drive operational excellence and forecast delivery capacity.
- Analyze trends and surface insights that influence strategic decisions and operational priorities.
- Partner with cross-functional teams (Sales, Analytics, Finance, RevOps) to align strategy, goals, and execution.
- Own and continuously improve operational systems and tools - such as RocketLane and Salesforce - that power day-to-day execution.
- Serve as a trusted advisor, providing clear points of view, recommendations, and structure in a fast-changing environment.
What skills do I need?
- Bachelor’s Degree.
- 5+ years of experience in Solutions Operations, ideally directly supporting ProServe & SE teams within a high-growth SaaS or AI company. Experience with Partners preferred.
- Salesforce Skills: Reporting, dashboards, data integrity, user administration, etc.
- PSA Platform Experience: RocketLane or similar.
- Advanced Data Modeling & Analytics: Expert Excel/Google Sheets; translate complex data into actionable insights.
- Strong Project Management: Manage multiple projects from scope to delivery; organized & detail-oriented.
- Clear Communication: Concise written/verbal skills; adept at presenting insights to leadership.
- Strategic Business Acumen: Translate solutions strategy into operational plans; proactive problem-solver.
Bonus skills & attributes
- Experience with Tableau, Gong, SQL.
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
- Comprehensive medical, dental, and vision coverage
- Regular compensation reviews - great work is rewarded!
- Flexible paid time off policy
- Paid Parental Leave Program
- 401k plan & match
- 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 $128,700 - $153,725. 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).
