Senior Manager, Contact Centre Operations - APAC

Job Overview

Intuit is a mission-driven, global financial platform company that gives everyone the opportunity to prosper. We are using technology to build solutions to challenging financial problems for millions of people around the world.The Customer Success team delivers award winning service and support experiences to small business owners and accountants using our products, including QuickBooks Online, QuickBooks Advanced, QuickBooks Online Accountant, and QuickBooks Payroll.

We are transforming our Customer Success function from a cost centre to a value driver. We now play a pivotal role in driving retention and monetisation, through delivery of exceptional customer experiences that build confidence at every touchpoint. This cultural shift moves from an approach that focuses only on traditional call centre indicators, to delivering what matters to our customers and harnessing the power of our ecosystem of products and services to increase ARPC and LTV.

Join the Intuit Customer Success team as Snr Manager, Contact Centre Operations - APAC and play a vital role in delivering a world class product support experience for customers that use our online suite of products and deliver optimal outcomes.

THE ROLE

In this role, you will be accountable for all customer interactions delivered by outsourced partners for Intuit QuickBooks’ APAC customer base. This includes all customer support experiences, as well as the delivery of value added services such as customer saves and onboarding. You will also partner with key stakeholders in Customer Success to deliver our revenue targets through ecosystem growth.

Responsibilities

• Input into the partner footprint design for your market:
  • Which vendors and locations we invest in
  • Which offerings are delivered from each site - based on customer segment, product complexity and customer need
  • Where we centralise activities across markets to deliver improved customer experiences and benefit from economies of scale
• Execute the strategy for delivery of value added services - including customer saves, onboarding and serve to sell motions - ensuring the right profile of expert is delivering the desired customer and business outcomes
• Driving accountability of our outsourced partners to deliver world class experiences for our customers, aligned to agreed KPIs and contractual obligations. Initiate ‘get to green’ plans as and when required
• Lead robust mechanisms in place to manage the operational performance of each partner site - including WBRs, MBR, QBRs
• Represent your market across International Customer Success to report on performance against KPIs - including ​​tNPS, issue resolution, time to first response etc. and understanding the key drivers behind performance
• Initiate data driven analysis into the root cause of drops in performance
• Ensure adherence to the outsourced partner budget, and local decision making on where we drive efficiency and where we make investments to deliver desired outcomes. Accountable for review of partner invoices
• Accountability for the execution of successful ‘peak seasons’ in your market, ensuring partner sites are staffed and trained appropriately to meet expected demand
• Partner with CX Design and Programme Management teams within CS to operationalise experiments and change/improvement initiatives to existing human assisted experiences
• Develop the relationship with the global supply / demand planning and forecasting teams, ensuring market nuances and local activities that may drive volume are captured in planning process
• Develop the relationship with the global Partner Management team, ensuring alignment with the global framework for vendor management
• Be an expert in your field, staying ahead of industry trends and new technologies to influence how Intuit continuously improves our customer offerings
• Role model strong leadership to your international team, setting a high performance bar and driving a culture of accountability

ABOUT YOU

• You are passionate about delivering world class support and service experiences to delight customers
• You have a deep understanding of contact centre operations and drivers of performance
• You are highly data driven, analytical and detail oriented
• You have significant experience forecasting and managing multi-million dollar budgets
• You excel at storytelling through numbers, and are a confident written and verbal communicator
• You have strong executive presence, and can engage in debate with senior leaders about proposed actions to manage performance
• You are proactive and approach problems with a can-do attitude
• You are highly organised, with the ability to multitask, prioritise effectively and meet deadlines in a fast-paced environment
• You are inquisitive and curious, and keen to stay updated on trends and methodologies in the customer success industry
• You proactively build strong relationships with your peers globally, and with cross-functional stakeholders across the business

Qualifications

• 5+ plus years in contact centre management and operations planning with strong data and analytics experience
• Strong communication (verbal and written) and interpersonal skills
• Ability to influence and manage in a matrixed environment
• Broad end-to-end operations process knowledge
• Persistence and focus to drive results and continuous improvement
• Proven experience as a leader, preferably in a tech environment, and have managed a high performing team with strong analytical skill sets

OTHER INFORMATION

• The role is Sydney based, aligned to our hybrid work policy
• The role reports directly to the Head of Contact Centre Operations - International Markets, based in London. As part of an International leadership team, some flexibility is required to work across time zones with global stakeholders and peers