Senior Manager of Contact Centre Operations, EMEA

Job Overview

Join the Intuit Customer Success team as a Senior Manager of Contact Centre Operations, EMEA. We’re looking to grow our team of talented individuals to help optimise our greatest resource, our people. You’ll be pivotal in delivering an awesome service experience for our customers that use our online suite of products and deliver optimal outcomes.

Our approach to customer service is ever evolving and is always focused on achieving the highest levels of customer satisfaction and winning awards in our local markets and globally. We do this through customer-focused thinking, which will significantly impact our customer retention and growth, and therefore increased revenue. We are embarking on a major cultural shift from an approach that focuses on traditional call center indicators to delivering what matters most to our customers. We are deeply customer obsessed and solve for customer pain through data driven insights and an innovation mindset. The employee experience is at the core of our thought process as we innovate, experiment, learn, pivot and adopt change. Our drive is to be the leading provider of world class digital experiences and is core to our business model.

In this role, you will be accountable for all customer interactions delivered by outsourced partners for Intuit QuickBooks’ London customer base. This includes all customer support experiences, as well as the delivery of value added services such as saves and onboarding. You will also partner with key stakeholders in Customer Success to deliver our revenue targets through ecosystem growth.

Responsibilities

• Input into the the partner footprint design for your market:
  • Which vendors and locations we invest in
  • Which offerings are delivered from each site - based on customer segment, product complexity and customer need
  • Where we centralise activities across markets to deliver improved customer experiences and benefit from economies of scale
• Execute the UK strategy for delivery of value added services - saves and onboarding - ensuring the right profile of expert is delivering the desired customer and business outcomes
• Driving accountability of our outsourced partners to deliver world class experiences for our customers, aligned to agreed KPIs and contractual obligations. Initiate ‘get to green’ plans as and when required
• Lead robust mechanisms in place to manage the operational performance of each partner site - including WBRs, MBR, QBRs
• Represent your market in across International Customer Success to report on performance against KPIs - including ​​tNPS, issue resolution, time to first response etc. and understanding the key drivers behind performance
• Ensure adherence to the outsourced partner budget, and local decision making on where we drive efficiency and where we make investments to deliver desired outcomes. Accountable for review of partner invoices
• Accountability for the execution of successful ‘peak seasons’ in your market, ensuring partner sites are staffed and trained appropriately to meet expected demand
• Develop the relationship with the global supply / demand planning and forecasting teams, ensuring market nuances and local activities that may drive volume are captured in the lock
• Develop the relationship with the global Partner Management team, ensuring alignment with the global framework for vendor management
• Be an expert in your field, staying ahead of industry trends and new technologies to influence how Intuit continuously improves our customer offerings
• Role model strong leadership to your international team, setting a high performance bar and driving a culture of accountability

Qualifications

• Strong Contact Center experience
• Strong communication (verbal and written) and interpersonal skills
• Ability to influence and manage in a matrixed environment
• Broad end-to-end operations process knowledge
• Persistence and focus to drive results and continuous improvement
• Proven experience as a leader, preferably in a tech environment, and have managed a high performing team with strong analytical skill sets

What You Will Bring

• 5+ plus years in contact centre management and operations planning with strong data and analytics experience