Customer Experience Operations Leader

4 days ago

Old Toronto, Canada Intuit Inc. Full time

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.

The Role

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.

Responsibilities
  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.

Skills

  • Strong Contact Center experience
  • APICS, CCCM or related certifications desired
  • 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

  • Bachelor’s degree in supply chain management or related technical discipline
  • 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
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