Customer Experience Operations Leader

3 weeks ago

Toronto, Ontario, Canada Intuit Full time

About Intuit

Intuit is a global financial technology platform dedicated to empowering prosperity for individuals and communities worldwide. With approximately 100 million customers globally utilizing products like TurboTax, Credit Karma, QuickBooks, and Mailchimp, we strive to provide everyone with the opportunity to thrive financially. We are constantly innovating to make this vision a reality.

Your Role: Customer Experience Operations Leader

As a Customer Experience Operations Leader, you will play a pivotal role in shaping and driving the success of our customer service operations. You will be responsible for delivering exceptional customer experiences while ensuring operational efficiency and effectiveness.

Responsibilities:
  • Lead the development and execution of strategies to optimize key performance indicators (KPIs) related to customer satisfaction, including Net Promoter Score (NPS) and resolution rates.
  • Drive operational excellence by implementing best practices in contact center management, workforce planning, and real-time monitoring.
  • Collaborate with cross-functional teams, including product development, marketing, and finance, to align customer experience initiatives with overall business goals.
  • Leverage data analytics to identify trends, measure performance, and inform decision-making regarding service delivery improvements.
  • Foster a culture of continuous improvement by encouraging innovation and promoting employee engagement within the customer experience team.
Qualifications:
  • Bachelor's degree in supply chain management, business administration, or a related field.
  • 5+ years of proven experience in contact center management and operations planning, with a strong emphasis on data analysis and reporting.
  • Demonstrated ability to lead and motivate high-performing teams in a fast-paced environment.
  • Exceptional communication, interpersonal, and problem-solving skills.
  • APICS/CCCM or related certifications are highly desirable.

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