Overview

Intuit's Global Business Solutions Group (GBSG) Sales Innovation organization is seeking an experienced and collaborative Contact Center Operations Manager to be part of our team. In this role you will lead the execution of how we acquire and grow Small Business customers through our amazing network of sales consultants.

This position is a high energy role operating in a fast paced, highly complex and dynamic environment, as part of a team committed to driving operational excellence and process improvement across GBSG Sales.

What you'll bring

• 7+ years of leadership experience in a similar position that includes customer experience, outsourcing management, operations and 3rd party partnerships

• Track record of challenging the status quo and being a change agent driving major organizational transformation with velocity

• Experience leading Direct Sales programs that focus on delivering measurable business outcomes and value with a high degree of focus on operational excellence

• Cross-functional leadership experience partnering to influence different functions at all levels

• Talent steward with a proven history of hiring, managing and developing high performing teams

• Must possess experience in developing clear compelling business cases that support prioritization of work

• Excellent written and verbal communication skills including an ability to communicate complex issues simply

• BS or BA Degree preferred or equivalent education and experience

How you will lead

• Utilize key metrics and leading indicators to understand how we are performing for customers and identify priorities to improve operational and financial performance

• Drive innovative impact that leads to operational excellence…continuously assess, redesign processes to ensure that they are repeatable, sustainable and scalable

• Customer driven…Thinks customer-in vs. process-out with a focus on delighting customers with strong bias for action and delivering results

• Envisions the future and generates strategies that deliver against company and business unit level goals

• Operates boundaryless across the organization, building strong cross-functional partnerships to deliver end-to-end business outcomes

• Defines service delivery models, both outsourced and internal, establish performance metrics, staffing requirements and partner volume allocations, service levels, and manage overall delivery against key operational KPI’s

• Identifies and leads large scale strategic initiatives and process improvements to impact customer experience and business outcomes

• Creates and maintains an inclusive team environment that positions employees to do the best work of their lives

EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.