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Manager2, Business Data Analytics Call Center

Category Data Location Mountain View, California Job ID 2024-63297

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Company Overview

Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.

Job Overview

The Customer Success (CS) Services Analytics team has an exciting opportunity to improve customer experiences through quality assurance, leveraging data and analytics. We are seeking an exceptional Senior Manager, Quality of Service Analytics to lead an enterprise wide quality of service analytics team with responsibility to drive quality assurance across Customer Success services. We are looking for a data-driven individual with excellent contact center quality assurance, analytical skills, and a passion for delivering data-driven actionable insights. This is an exciting time to join Customer Success at Intuit as we are building a service platform to help our customers beyond core product use. This is your opportunity to join this exciting and transformational journey.

Responsibilities

Leads and nurtures a team of talented analysts/scientists with a focus on Quality of Service
Partners with business leaders (e.g., Service Design, Service Delivery, Operations, Learning & Development) to define business strategies, areas of investment, and critical priorities.
Defines quality assurance strategy and tactics, including call monitoring, reviewing, and enforcing policies
Defines case-management based / episodic metrics (e.g. time to resolution) required to ensure prompt customer resolution despite multiple customer contacts with Intuit
Collaborate with contact center partners to implement new initiatives to enhance quality and meet business objectives.
Drives quality insights roadmap from data quality, AI/ML, to data visualization, and marshals resources from multiple functions to deliver scalable solutions.
Stay current on industry best practices for call center quality assurance, interaction analytics, and make recommendations
Improve service quality through data-backed audits of third party partner quality assurance partner processes, systems, metrics
Develop data-backed insights for strategic decisions

Qualifications

2+ years of experience working in a call center environment or analyzing call center data
7+ years of analytics experience on conversational text and audio data
Proven experience in leading a team of analysts and/or scientists
Experience in AI/ML and LLM integration into analysis/data worklow (particularly NLP and/or genAI for analyzing text / audio)
Strong communication skills with diverse stakeholders
Proficient in SQL, Python/R, and data visualization
Experience in statistical modeling techniques
Skilled at data storytelling and motivating change
Cross-functional leadership experience in matrixed organizations
Collaborative problem-solver with data-driven decision making
Strong organizational, prioritization, and accountability skills
Experienced in experiment design and execution
Some travel required (~10%)

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Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is Bay Area California $$164,000 - 221,500. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing pay equity for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.