Staff Business Operations Manager

Job Overview

We are the Expert Supply, Partnerships and Advocacy team: a part of the Expert Network Services within Intuit Customer Success. We have bold goals, are obsessed with customer and expert experience, move at incredible velocity and aspire to deliver major impact to our customers and experts in everything we do. Come join us as the leader of ICS Partnerships and be part of our fun-filled and passionate team! We are looking for a bold and creative problem solver with a desire to deliver impactful outcomes.

Responsibilities

• Lead and develop a high performing, highly engaged team empowered to deliver delightful customer experiences and business outcomes
• Partner with segment leaders across customer success teams and Intuit platform functions to execute on the multi-year outsourcing strategy for Intuit Customer Success
• Lead multiple partner delivery relationships and drive improvements in overall partner performance, consistency and rigor
• Identify and lead large scale strategic initiatives and process improvements to impact customer and expert experiences and business outcomes
• Represent partner needs and advocate for internal process changes, working with the respective internal functional teams
• Develop and execute on a partner and footprint strategy for Intuit Customer Success with a focus on building the workforce of the future
• Act as a strategic partner to design teams, Learning & Development, Operations and other internal stakeholders to create trusted relationships with our external partners
• Bring-in external best practices, industry learnings and trends to inform our partner strategy, relationships and how we execute
• Create and conduct supplier assessments and development plans including supplier evaluation processes, quarterly and annual business reviews and relationship scorecards
• Drive ongoing assessment of site/partner performance, lines of business and global expansion based on partner strategy and roadmap
• Act as escalation point and voice of partner to remove roadblocks hindering partner’s ability to deliver for customers

The ideal candidate for the role:

• Puts customers first. No matter what!
• Is a leader that lives the Intuit values EVERY moment and believes that “What” we achieve is important but “How” we achieve it is more important
• Is not afraid to fail and believes that rapid experimentation is the only way to validate any hypothesis
• Has the ability to influence and drive change at all levels of the organization
• Utilizes escalation as an effective tool in a timely manner to eliminate barriers that stand in the way of delivering for our true north stakeholders
• Understands the difference between “influencing” and “persuading” and is experienced in leveraging both based on the situation
• Measures self-success and team’s success by way of outcomes and not activities
• Challenges the status quo in the world of sourcing and partner management and is a change agent driving major organizational transformation with velocity
• Is experienced in delivering outcomes at scale by leading programs end to end (Ideation to Execution)
• Possesses strategic & analytical thinking and execution rigor as primary strengths

Qualifications

• 8-10 Year of experience in delivery and working with outsourcers
• Outstanding business acumen with a customer obsession, who hits the sweet-spot of being strategic and hands-on
• Demonstrated strong understanding of customer needs and integrates insights into offerings that “delight” our customers
• Proven, solid decision making process… balancing principles and data along with judgment
• Demonstrated experience as a true self-starter that can quickly and independently assess business requirements and become a trusted and integral part of the leadership team
• Demonstrate open and frequent communications at all levels of the organization with genuine empathy and commitment to the development needs of the organization
• Energize the organization to drive continuous improvement and explore and implement creative ideas to significantly improve performance
• Lead complex change in the organization by articulating a clear case for change and then gaining shared vision with employees through effective, frequent and timely communication