Global Mobility Program Manager

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? 

The Global Mobility Program Manager is a key member of the People Operations team responsible for building and maintaining end-to-end relocation, immigration and transfer programs and supporting our remote employees via our EOR program in close coordination with internal partners and external vendors. The Global Mobility Program Manager will play an integral role that supports Intercom’s relocation practices. We’re looking for a meticulous project manager, comfortable working in ambiguous situations and providing outstanding customer experience.

What will I be doing? 

• Own all stages of relocating new hires and current employees globally. 
• Support Remote workforce through the EOR setup as well as own the vendor relationship. 
• Draft and maintain internal documentation on relocation and immigration policies. 
• Develop recommendations on relocation and immigration mobility strategy and compliance under guidance from outside counsels and vendors. 
• Compile training resources and guidance for different stakeholders, as well as host training sessions. 
• Analyse immigration and mobility data and compile it into reports for internal stakeholders. 
• Assist the Recruiting team with providing a first-class experience to new hires requiring relocation and advising on hiring strategy and best practices. 
• Manage day-to-day relationship with external relocation and immigration vendors to ensure continuous level of service.
• Serve as a global mobility liaison, resolving employee, Manager and the People team related queries and issues. 
• Partner with vendors and cross-functional teams including Recruiting, Payroll, Legal, Business Partners to ensure smooth operation of global mobility programs and legal compliance. 
• Identify, assess, and analyze gaps and deficiencies in our current offerings and administration processes, and make recommendations for improvements. 
• Document and maintain administrative procedures for global mobility assigned processes and programs. 
• Other projects, as needed in the Global Mobility space.

What skills do I need? 

• Minimum of 4+ years experience in relocation and immigration, 2+ years of in-house corporate mobility experience both international and US domestic strongly preferred. 
• Ability to stay organized and effectively handle a high volume of relocations while providing spectacular customer service. 
• Ability to effectively convey complex relocation guidance to employees, managers, leaders as well as external partners. 
• You have a successful track record of supporting relocation and immigration programs. 
• Experience managing relationships with external partners and vendors to support our mobility program 
• The ability to handle multiple projects and competing priorities and adapt to a fluid, high-growth environment. 
• Workday experience is desired. 
• Able to combine great people's intuition, business judgement and discretion in your decision-making. 
• Knowledge of relocation, immigration and tax compliance regulations and laws, and industry best practices. 
• Team player with a sense of ownership and “get things done” attitude - self-motivated and able to thrive in a fast-paced and self-directed environment. 
• A Bachelor degree or equivalent from an accredited university is preferred.

Bonus skills & attributes 

• 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.

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.

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.

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