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Job Details

2020-18681 -

International Customer Support Program Manager

Location(s): Mountain View, California - San Diego, California - Edmonton, Canada - Mississauga, Canada - Eagle, Idaho
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Intuit is a mission-driven, global financial platform company that gives everyone the opportunity to prosper. With products like TurboTax, QuickBooks and Mint, we’re using technology to build solutions to challenging financial problems for millions of people around the world.

Overview

Join the Intuit Customer Success team as a International Customer Support Program Manager. We’re looking to grow our team of talented individuals to help optimize our greatest resource, our people. You’ll be pivotal in delivering an awesome service experience for our internal customers using our online suite of products enabling you to deliver optimal results.

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 centre 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.

What you'll bring

  • 5+ plus years in related sales and operations planning with strong data and analytics experience
  • Experienced contact center operations leader
  • APICS or related certifications desired
  • Experience in developing and deploying global SOPs
  • Strong communication (verbal and written) and interpersonal skills
  • Ability to influence and manage in a matrix environment
  • Broad end-to-end supply chain and operations process knowledge
  • Persistence and focus to drive results and continuous improvement
  • Bachelor’s degree in supply chain management or related technical discipline

How you will lead

In this role, you will be responsible for evaluating performance across all of our partner contact centres, reviewing efficiencies around hours of operation, billing, forecasting, partner adherence to governance models and performance to agreed expectations. As the primary point of contact within the International CS Team, you will provide comprehensive support to internal country leaders, and ensure consistency and accountability across experience, forecasting and demand teams. You will work with these teams to ensure that market defined inputs and outputs are being accurately represented, provide appropriate recommendations back to planning teams, re-align forecasting and staffing models to account for any unforeseen changes.

Responsibilities

  • Collaborate with senior leadership on Strategic direction for Service Delivery vision and designing Partner footprint strategies. 
  • As representative of the leadership team, attend the weekly Planning Consortium meetings to provide inputs related to the region, sign off on recommendations from planning and financial teams ensuring alignment with the local leaders.
  • Facilitate the execution of the monthly SOPs which includes HOO reviews, Channel efficiencies, cross region coverage opportunities and Business continuity planning.
  • Collaborate with forecast, demand, and experience teams to improve baseline forecasts
  • Using data and analytics to lead monthly forecast reviews with business partners to incorporate business insights into the baseline forecast
  • Identify reporting requirement to manage the business and partner with vendors and reporting teams to build reports as immediate stop gap measure and long-term plan
  • Lead and facilitate monthly discussions with operational partners like work force management and Real Time operations, training and learning teams to solidify assumptions into the capacity plan, enable and expedite a path to operationalize service delivery
  • Collaborate with Ops Strategy & Finance Partners on monthly and quarterly basis to align on operational and financial plans to target
  • Lead monthly meeting with the leadership team to present the overall demand/supply plan (and gaps to the plan), highlight assumptions, risks and mitigation plans incorporated in the plan, and provide recommendations to organizational leaders
  • Provide monthly lock plans to partners post alignment within the organization
  • Actively participate in the transformation initiatives like Prosperity Hub and other Cross market Campaigns to help cross functional teams prioritize on key system and business capabilities needed in the organization
  • Support the leadership team with performance capacity reports and statistics needed to make data backed business decisions
  • Provide assistance to analytical design of systems and forecast for all resource capacity requirements
  • Ensure compliance to all guidelines and ensure optimal utilization of all resources.
  • Establish and own a robust Review and Approval process to validate partner invoices against deliverables to reduce inaccuracies before sign off.  
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"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
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Troy at work
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Emily at work
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