Overview
On Site
Full Time
Skills
Cross-functional team
Service level management
Business data
Financial technology
Contact center
Capacity management
Workforce management
Real-time
KPI
Incident management
Analytical skill
QuickBooks
MailChimp
Operations
Management
Forecasting
WFM
Telephony
Customer relationship management
ASA
Recovery
Communication
Reporting
Data
Business analytics
Leadership
Collaboration
Strategy
Routing
Recruiting
Job Details
Company Overview
Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, 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 Modern Operations team of Intuit's Customer Success Organization is seeking a highly skilled Operations Manager to support their operations for TurboTax, QuickBooks, and Mailchimp products and services. As a part of this dynamic team, you will be responsible for managing cross-functional initiatives, driving operational maturity, and delivering value to both internal and external customers.
Qualifications
Responsibilities
Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, 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 Modern Operations team of Intuit's Customer Success Organization is seeking a highly skilled Operations Manager to support their operations for TurboTax, QuickBooks, and Mailchimp products and services. As a part of this dynamic team, you will be responsible for managing cross-functional initiatives, driving operational maturity, and delivering value to both internal and external customers.
Qualifications
- 3-5 years of experience in Contact Center operations, including forecasting, capacity planning, workforce management, real-time operations frameworks, and working knowledge of contact center technology and platforms.
- Experience in executing technology-driven contact center initiatives with a proven track record of results.
- Strong knowledge of contact center infrastructure, including queue management systems, WFM, telephony systems, and CRM.
- Experience in managing contact center KPI's such as AHT, ABN, and ASA.
- Understanding of incident management and business recovery processes.
- Strong interpersonal and communication skills to work effectively in a dynamic and matrix team environment.
- Analytical skills to understand, manipulate and report data to drive business decisions.
- BS/BA degree in a related field.
Responsibilities
- Establishing and maintaining the operational relationship with the Mailchimp business unit.
- Leading the development of operational processes for Mailchimp in collaboration with the core operations and incident management teams.
- Managing the operations' strategy and execution, including queue monitoring, skilling, and routing configurations, schedule escalations, and staffing analysis in a fast-paced, global contact center environment.
- Executing incident management processes for quick service recovery.
- Analyzing historical and intraday performance of contact center KPI's and generating insights to drive corrective actions.
- Generating data-backed insights, formulating recommendations, and driving corrective actions cross-functionally.
- Communicating operational performance effectively with senior leaders and cross-functional team members.
- Creating frameworks and best practices for repeatable processes (e.g., season readiness, service level management, incident management).