Scaled Partner Enablement Manager

at Intercom

San Francisco, United States

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?

Intercom is rapidly scaling its Partner Ecosystem, and the effectiveness of this growth depends on our ability to train hundreds of partners efficiently and consistently. We are looking for a highly motivated Scaled Partner Enablement Program Manager to own the end-to-end enablement content strategy, creation, and delivery for our entire partner base through digital channels. This role is the engine behind our partner's readiness and growth, ensuring every partner, regardless of tier or location, has access to world-class learning assets across Sales, Technical, and Services competencies.

What will I be doing?

Design, develop, and maintain high-quality enablement content and learning paths across three core partner competency areas: Sales Enablement, Technical Enablement, and Services Enablement.
Manage the Partner Learning Management System (LMS) and Partner Enablement Hub as primary delivery mechanisms, ensuring content is current, intuitive, and engaging.
Establish and manage a scaled content calendar, working with subject matter experts (SMEs) across Partner Management, Product Marketing, and GTM teams to transform complex information into digestible training modules.
Own and optimize partner engagement metrics: including the number of partners completing modules, completion rates, and click-through rates (CTRs) on key assets to demonstrate the impact of the scaled motion.
Continuously audit, update, and retire obsolete content to maintain a high level of content hygiene and partner experience.
Report to the Senior Director of Enablement, providing regular updates on scaled program performance and engagement analytics.

What skills do I need?

5+ years of progressive experience in Enablement or Learning & Development, preferably in a B2B SaaS or Partner/Channel environment.
Proven expertise in designing and developing scalable digital learning content (e.g., e-learning modules, video scripts, certification programs).
Deep familiarity with managing and administering a Partner LMS (e.g., Docebo) and a content management system (CMS) or sales enablement platform (e.g., Highspot) for content distribution.
Strong analytical skills with experience using platform data to measure content effectiveness and drive engagement improvements.
Exceptional written and verbal communication skills, with the ability to translate complex product/technical concepts into clear, action-oriented partner training.
Experience with PRM tools like Impartner or Partnerize is a plus

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 $157,500 - $191,000. 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).

#LI-Hybrid

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.