Customer Service & Support

Job Overview

At Intuit we believe everyone has the right to prosper, which is why our mission is Powering Prosperity Around the World. Being a mission-driven company includes living our values every day. That means integrity is at the foundation of everything we do, including the products we design, the role we play in the communities we are part of, and the way we treat every person that is a part of the Intuit family.

Our products, including TurboTax, QuickBooks, Mint, Credit Karma and the newly acquired Mailchimp, help solve our customers’ most important problems to help them make more money, save time, and make financial decisions with confidence.

Intuit was founded in 1983 by Scott Cook and Tom Proulx and went public in 1993. Today, with a customer base of over 100 million and over 14,000 employees, Intuit serves customers worldwide in 20 locations and 9 countries by using our AI-driven expert platform to deliver powerful solutions for our customers’ most important financial problems. And as much as we have re-invented our products and services, we have always stayed true to our core values.

Delivering on our mission on behalf of customers also means going beyond the products and services.  We are committed to leaving the world a better place than when we found it by delivering job readiness and creation through our Prosperity Hub Program, making a positive impact on climate with our focus on becoming twenty times carbon positive by 2030 and our unrelenting commitment to diversity, equity and inclusion.

We’re proud to have a culture that attracts top talent and empowers them to do the best work of their lives. When employees know they can bring their whole selves to work – that translates into an environment that has been recognized as one of the world’s best and most innovative places to work year upon year.

Description:

The Intuit Customer Success Operations organization is looking to hire a world class leader as Director, Expert Planning reporting into the VP, Customer Success Operations. This leader will drive planning as a platform approach leveraging data and technology for our customer to expert match making. This  leader must have skills to influence at an executive level, the ability to articulate end-to-end platform planning strategy while navigating continuous business changes and priorities. The leader must have experience leading planning in a fast past, growing and service oriented organization. This leader is expected to transform the way we plan across all of our lines of businesses and staffing models to enable scale and business growth, by making planning  significantly simpler and more granular for our team, leveraging data and technology.

You'll be accountable for establishing demand and capacity models, and processes that support business units and leaders’ efforts to achieve consistent service performance, accommodate new initiatives, deliver budget goals, and make operational decisions based on timely relevant information. In addition, be a strategic thought partner when it comes to identifying continuous improvement opportunities to drive efficiency and effectiveness. This leader will have accountability for growing a high-performing team across demand and capacity planning for our expert population. 

Customer Success at Intuit has entered a new stage of growth, and over the next 3 years we will introduce multiple new services offerings and expand globally. As we grow, the scale and speed in how we leverage data driven innovation and technology will be paramount to our source of competitive advantage…our flexible and AI driven operations. It is critical to ensure we accurately and efficiently connect our customers with our experts in our growing live business services. 

Qualifications

• A seasoned leader with at least 10 years of experience with a proven record of transforming workforce planning processes  to a data and tech led organization. Track record of setting clear and actionable strategy on leveraging technology and AI at scale and an end-to-end system thinker in a service industry.

• The ideal candidate is a self-starter with deep customer success and live  services oriented organization experience. Strong data analytics experience, strong leadership skills, and the ability to lead across multiple stakeholders. Additionally, strong analytical skills are required to perform real-time analysis as well as optimization and predictive analytics that helps drive business decisions and planning.

• Proven track record of driving new technology development and adoption for the team to plan as a platform.
• Experience in predictive modeling and forecast model development using multiple business intelligence inputs.
• Expected to operate with a continual improvement mindset, focused on inquiry forecasting, delivering reporting and metrics to frontline leadership, and driving a workforce scheduling process that drives efficiency and improves effectiveness across all  business units.
• Team Leadership: Build and lead strong teams. Ability to evaluate teams, develop, and reshape them as necessary while mentoring and inspiring them to drive continually improving results through strong leadership.
• Cross functional and executive influence: Working cross-functionally with Finance,  Business Units, Product, Technology and  Operations to ensure customer success.
• Accountability: Quantifying business needs and developing metrics. Proven track record of delivering performance against goals consistently and predictably. Ability to distill complex issues into structured frameworks and concrete action plan.
• Organizationally savvy, with good interpersonal effectiveness, influence, and ability to get things done through both formal and informal means. Exceptional ability to collaborate, influence, mobilize and energize key stakeholders and complex cross-org and cross-functional teams to implement creative, innovative, best in class solutions.

Responsibilities

• Design and implement a winning strategy on how we plan as a platform.
• Own designing an optimized forecasting & scheduling model for all business areas, leveraging AI -Data driven approach.
• Lead the team that supports demand forecasting and capacity planning, including scheduling to cover short, medium, and long-term strategy to meet service level and saturation goals supporting various levels of leadership and stakeholders.
• Facilitate and lead functional and cross-functional, end-to-end process mapping and analysis sessions to identify areas for process improvement, simplification, and automation.
• Identify and implement process improvements to enhance the employee, internal/external customer experience.
• Drive resolution and/or mitigation of current and anticipated capacity planning and workforce challenges, analyzing and identifying critical workforce requirements vital to execute strategic business plans.
• Manage a process with internal stakeholders to ensure current forecasts and supporting reports are meeting business needs.
• Help business leaders identify volume trends and proactively plan for resource needs; collaborate to project future volume expectations for all upcoming monthly and annual call patterns (Monthly Updates, Marketing Information, New Hire Classes, Shrinkage Calculations, AHT and ADH patterns, Day of Week patterns, Seasonality trends).
• Operate at multiple altitudes with a focus on execution and the day-to-day tactics to drive velocity, balancing pace of delivery with the long term needs of an expanding business, all the while bringing a people first leadership style to a flexible and collaborative environment.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is CA $208,654 - $282,296. 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.

Award-winning culture, best-in-class benefits