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Senior Customer Experience Operations Leader

3 months ago

Toronto, Ontario, Canada Intuit Full time

Company Overview

Intuit stands as a premier global financial technology platform dedicated to fostering prosperity for individuals and communities. With around 100 million customers utilizing our renowned products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we are committed to ensuring that everyone has the opportunity to thrive. Our relentless pursuit of innovation drives us to discover new ways to make this vision a reality.

Qualifications

  • Extensive experience in Contact Center operations.
  • Preferred certifications include APICS/CCCM or similar.
  • Exceptional verbal and written communication skills, along with strong interpersonal abilities.
  • Proven capability to influence and manage within a matrix organizational structure.
  • Comprehensive knowledge of end-to-end supply chain and operational processes.
  • Demonstrated persistence and focus on achieving results and fostering continuous improvement.
  • Experience as a cross-functional leader in a technology-driven environment, managing a high-performing team with strong analytical competencies.

What You Will Bring

  • A Bachelor’s degree in supply chain management or a related technical field.
  • Over 5 years of experience in Contact Center Management and operational planning, with a strong emphasis on data and analytics.
  • Confidence in identifying trends from both quantitative and qualitative data sources, with effective communication skills.
  • A passion for data and analytics, with the ability to quickly derive insights from complex datasets and familiarity with data analysis tools.

Responsibilities

  • Accountable for achieving Key Performance Indicators, including Voice of Customer metrics such as Net Promoter and Resolution Scores, as well as Productivity and Efficiency metrics like Queue SLA, ASA, Contacts Per Hour, and Handle Time.
  • Responsible for meeting Retention and Revenue objectives, including Lead Generation, Upselling, and Cross-selling initiatives.
  • Collaborate with senior leadership to shape the strategic direction for Service Delivery and design Partner footprint strategies.
  • Work closely with forecasting, demand, and experience teams to enhance baseline forecasts.
  • Utilize data and analytics to facilitate monthly forecast reviews with partners, integrating business insights into the baseline forecast.
  • Engage with Ops Strategy & Finance Partners on a monthly and quarterly basis to align operational and financial plans.
  • Lead and facilitate monthly discussions with operational partners, including workforce management and training teams, to solidify assumptions into the capacity plan and expedite service delivery operationalization.
  • Participate in and lead monthly meetings with the Cross leadership team to present the overall demand/supply plan, highlighting assumptions, risks, and mitigation strategies.
  • Actively engage in transformation initiatives aimed at driving Revenue and Retention, including the Prosperity Hub and other Cross Market Campaigns.
  • Establish and maintain a comprehensive Review and Approval process to validate partner invoices against deliverables, minimizing inaccuracies prior to sign-off.