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International Customer Support Program Manager
Location(s): Mountain View, California; San Diego, California; Edmonton, Canada; Mississauga, Canada; Eagle, IdahoJoin our mission
Intuit is a global technology platform that helps our customers and communities overcome their most important financial challenges. We help give over 50 million consumer, small business, and self-employed customers around the world the opportunity to prosper.
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
- 5-7 years of related experience in project management, program management or business operations (bizops)
- 5-7 years experience with Contact Center operations (forecasting, capacity planning and real time operations frameworks)
- Familiarity with online project management & collaboration tools - SmartSheets, Atlassian, Google suite, LucidCharts, etc; can help teach & train teams how to use
- Experience with analytics to understand, manipulate and report data in an impactful way
- Strong interpersonal skills and ability to work well in dynamic & matrix team environment
- Communicates equally well with senior leaders, front-line employees and cross-functional groups, both verbally and in writing
- Data driven - uses methodologies, metrics, and analysis to plan and assess performance against business goals
- Ability to work independently and navigate ambiguity
- Willing to travel 10% of the time to work directly with distributed team members
- PMP Certification preferred
- BS/BA degree or equivalent experience
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.
"When I encounter a technical problem, I feel driven to find a solution that is simple, human, and easy to understand."
"At Intuit, I have everything I need to be a great data scientist, from rich datasets to inspiring colleagues."
"It’s important to always strive for improvement, even if you’re already in a good place."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
"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."
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
"Designing at Intuit feels special because we're not just making things to make things. We're tackling real, consequential financial problems voiced by small businesses, self-employed, and individuals around the world. I'm grateful to have such a worthy and motivating mission when I go to work – powering prosperity around the world."
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
"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."
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"By feeding our customers' data through machine learning algorithms, we uncover valuable insights that empower millions of customers to feel more confident about their financial future."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
"We use the latest Native frameworks for iOS and Android to deliver a truly delightful mobile-first experience for our customers. I love that we're enabling millions of customers to improve their financial health, all under a world-class mobile experience."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"It's a great feeling knowing that when you push out a new feature or fix, our customers notice it and really love the work that we do! Here at Intuit, not only do we have the freedom to work with the newest technologies, but we value solving challenging financial problems for our customers above everything else."
"One of my favorite aspects of this role is that my work is helping small business owners achieve their business goals by solving complex financial problems. It's gratifying to know that the work that I'm doing directly impacts consumers and makes their lives easier so that they can focus their energy on growing their business."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
"I know that as a product manager at Intuit, my impact matters. Our products support millions of small businesses and individuals around the globe with their finances, delivering more money and fueling the success of real people."
Hear from our employees
Conrad De Peuter
Senior Data Scientist - Machine Learning Futures Group
Conrad leverages tools like natural language processing and machine learning to help tax analysts and small business owners use TurboTax and QuickBooks more efficiently. For Conrad, Intuit is a great place to learn, grow, and take full ownership of your career path.
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