Company Overview

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.

Job Overview

The Small Business and Self-Employed Group Customer Success team is seeking an experienced and collaborative Group Manager of Strategic Operations. We are looking for a seasoned operations leader with a passion for innovation and technology, to help us revolutionize the way the world does business. As a leader on this team, you will have responsibility for driving operational rigor, providing inputs for forecasting/capacity planning and managing staffing including ramp management, headcount reconciliation and invoice management for the over 5000 experts supporting QuickBooks customers running their businesses worldwide.

You will help create an environment that will allow our experts to do the best work of their lives. In addition to leading Strategic Operations for our Assisted delivery, you will play a key leadership role in the Small Business and Self-Employed Assisted Delivery organization while staying closely linked to our Intuit Customer Success organization, segment partners and other partner organizations.

Qualifications

This role is our control tower in Customer Success. You will be a cross-functional leader from day one, and will lead a similar minded team to quickly address the challenges in our operations.

• 8-10+ years experience, with a heavy emphasis in Operations, including process design. Bonus points if you've done this in a Customer Success and/or Service Operations context.
• 5-7 years experience with large scale Contact Center operations (forecasting, capacity planning and real time operations frameworks strongly preferred)
• Proven leader in standing up high-performing cross functional teams, effectively leveraging internal and external resources to get big things done.
• Obsessed stakeholder manager with excellent communication skills who can tell a clear and succinct story from data. A reliable partner that drives confidence of business partners through data and insights.
• Love data, analytics, and can derive insights quickly from complex sets of data. Have knowledge of data analysis tools such as Altryx, Tableau, SQL an advantage.
• Analytical bachelor's degree (Economics, Finance, Engineering, Science), with Master's degree in a related field preferred (MBA would be ideal).
• Proven experience as a cross-functional leader, preferably in a tech environment, and have managed a high performing team with strong analytical skill sets.

Responsibilities

• Drive operating rhythm across SBSEG and Intuit Customer Success teams, including operating performance reviews, efficiency progress reviews and leadership read-outs
• Efficiency management - build efficiency models, create processes to track progress against targets, support teams to achieve efficiency models as needed through rigorous input/output reviews and targeted mitigation planning
• Manage operational outcomes for a workforce of thousands (both internal employees and with strategic outsourced partners), through the development of high performing direct reports and partner managers.
• Manage service delivery experience for our customers through a collection of support channels - inbound phone, callback, and chat)
• Create & drive communication strategy within Assisted Service Delivery teams & across SBSEG and Intuit Customer Success
• Find the "so what" in our data: You'll know exactly what KPIs matter the most, and you'll work across Expert Operations & Planning, CS platform teams, BU Success Leaders and other business stakeholders to understand key drivers of our business performance.
• Communicate clearly to all critical business partners (internal business and external service parties) the state of our operations and drive root cause analysis and mitigation plans where needed to ensure we maintain and improve our joint customer outcome.
• Monitor implementation of critical actions and ensure they drive desired business outcomes.