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Intuit is a global technology platform that helps consumers and small businesses overcome their most important financial challenges. Serving more than 100 million customers worldwide, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.

Overview

Come join the Intuit Customer Success organization in the Modern Operations group. We are looking for an exceptional operations professional to join our team to support QuickBooks Live. QuickBooks Live is a service that matches small businesses with virtual bookkeepers, freeing owners to focus on their business while we manage and maintain their books. In this role you will operate in a face-paced environment, managing cross functional initiatives and partnering with the QuickBooks Live team to operationally mature the service at scale, and deliver value to internal and external customers.

What you'll bring

• 3-5 years experience with Contact Center operations (forecasting, capacity planning, and real time operations frameworks)
• 3-5 years experience in project management, program management, or business operations
• Familiarity with online project management & collaboration tools - SmartSheets, Atlassian, Google suite, LucidCharts, etc; can help teach & train teams how to use
• Experience with analytics to understand, manipulate and report data in an impactful way
• Strong interpersonal skills and ability to work well in dynamic & matrix team environment
• Communicates equally well with senior leaders, front-line employees and cross-functional groups, both verbally and in writing
• Data driven - uses methodologies, metrics, and analysis to plan and assess performance against business goals
• Ability to work independently and navigate ambiguity
• BS/BA degree required or equivalent work experience

How you will lead

• Own the operational relationship with QuickBooks Live, providing operational insights to influence strategic planning, partnering cross functionally with technical and business teams to launch and support new capabilities and workflows at scale, and communicating operational performance to stakeholders
• Drive operational rhythm across QuickBooks Live and Intuit Customer Success teams, including operational performance reviews, continual service improvement initiatives, and leadership read-outs
• Gather, prioritize, and source operational capabilities from QuickBooks Live
• Provide operational requirements to technology and business partner teams
• Create frameworks and best practices for repeatable processes (e.g. season readiness, service level management)