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Job Details
2024-55760 -

Senior Manager, CX Operations - Contact Centre

Location(s): Sydney, Australia
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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

Join the Intuit Customer Success team as a Customer Experience Assisted Delivery Leader. 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 customers that use our online suite of products and deliver optimal outcomes.

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 center 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.

Qualifications

  • Strong Contact Center experience
  • Strong communication (verbal and written) and interpersonal skills
  • Ability to influence and manage in a matrix environment
  • Broad end-to-end supply chain and operations process knowledge
  • Persistence and focus to drive results and continuous improvement
  • Proven experience as a cross-functional leader, preferably in a tech environment, and have managed a high performing team with strong analytical skill sets.

What You Will Bring

 

  • Degree in supply chain management or related technical discipline; equivalent work experience will be considered
  • 5+ plus years in Contact Center Management and operations planning with strong data and analytics experience
  • Love data, analytics, and can derive insights quickly from complex sets of data. Have knowledge of data analysis tools

Responsibilities

In this role, you will be responsible for evaluating performance across all of our partner contact centers, reviewing Key Performance indicators, efficiencies around hours of operation, billing, forecasting, partner adherence to governance models and performance to agreed expectations. As the leader for experience delivery through the Assisted channels, you will be accountable for making strategic decisions around identifying the Outsourced Partner best suited to support your customer segment, designing the partner support footprint for the region across Onshore and Off-shore partner locations, Partner Performance Management on Key indicators comprising Voice of Customer, Productivity and Efficiency metrics.

  1. Responsible for delivering on the Key Performance metrics which include Voice of Customer metrics like Net Promoter and Resolution Scores, Productivity and Efficiency Metrics like Queue SLA, ASA, Contacts Per Hour and Handle Time
  2. Collaborate with senior leadership on Strategic direction for Service Delivery vision and designing Partner footprint strategies.
  3. Collaborate with forecast, demand, and experience teams to determine and improve baseline forecasts
  4. Using data and analytics to drive monthly forecast reviews with Forecasting partners to incorporate business insights into the baseline forecast
  5. Collaborate with Ops Strategy & Finance Partners on a monthly and quarterly basis to align on operational and financial plans to target.
  6. 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.
  7. Participate /Lead monthly meeting with the Cross leadership team to present the overall demand/supply plan (and gaps to the plan), highlight assumptions, risks and mitigation actions incorporated in the plan, and collaborate with partners to come up with action plans to execute at the regional level
  8. Actively participate in the transformation initiatives like Prosperity Hub, Growth and Retention Initiatives and other Cross Market Campaigns to help cross functional central teams prioritize on key system and business capabilities needed in the organization to execute on the same.
  9. Establish and own a robust Review and Approval process to validate partner invoices against deliverables to reduce inaccuracies before sign off.
Gleb at work
Gleb Intuit employee
"When I encounter a technical problem, I feel driven to find a solution that is simple, human, and easy to understand."
Morag at work
Morag Intuit employee
"It’s important to always strive for improvement, even if you’re already in a good place."
Alexandria at work
Alexandria Intuit employee
"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."
Emily at work
Emily Intuit employee
"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."
Troy at work
Troy Intuit employee
"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."
Photo of Natalie
Natalie Intuit employee
"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."
Conrad at work
Conrad Intuit employee
"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."
Joylyn at work
Joylyn Intuit employee
"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."
Conrad at work
Conrad Intuit employee
"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."
Alexandria at work
Alexandria Intuit employee
"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."
Emily at work
Emily Intuit employee
"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."
Troy at work
Troy Intuit employee
"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."
Photo of Natalie
Natalie Intuit employee
"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."
Emily at work
Emily Intuit employee
"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."
Heather at work
Heather Intuit employee
"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."
Alexandria at work
Alexandria Intuit employee
"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."
Troy at work
Troy Intuit employee
"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."
Jake at work
Jake Intuit employee
"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."
Alexandria at work
Alexandria Intuit employee
"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."
c
Emily at work
Emily Intuit employee
"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."
Breaunna at work
Breaunna Intuit employee
"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."
Chelsia at work
Chelsia Intuit employee
"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."
Troy at work
Troy Intuit employee
"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."

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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