Responsibilities
  • Performs real-time management of Customer Success operations metrics across the employee, in country and offshore BPO partner teams.
  • Provide regular reporting of performance against operational metrics, identify trends and opportunities for improvement and contact drivers.
  • Assist with partner relationship management, attend and contribute to weekly business performance reviews
  • Build a high performing and engaged workforce through performance management, coaching and balancing team and individual goals
  • Aligning team with business goals and Intuit’s stakeholders while owning planning, goal setting and achieving results.
  • Identifying, analysing, and implementing process improvements that increase team productivity, efficiencies and improve the end to end customer experience.
  • Effectively communicating and leading change management initiatives cross functionally and inter-team.
  • Engaging cross functionally with managers and individual contributors across the business to drive projects and support customer success product launches.
  • Provides input to strategy setting and decision making processes regarding frontline issues
  • Calibrates and monitors performance and quality of teams work and makes course correction
  • Continuously assesses team member capabilities and provides timely, constructive feedback to the individual and their manager
  • Solve for customers and deliver an experience so profound that customers love using our products and services and actively recommend them to others.
  • Learn and utilise specific software tools and problem solving strategies to solve for customer issues and continuously improve our processes.
Qualifications and Skills
  • Customer Service and Support: experience in managing customer support operations (direct or BPO) in a contact centre environment, online and mobile
  • People manager: Built and developed high performing teams, managing, coaching and balancing team and individual goals
  • Excellent problem-solving skills and the ability to learn Intuit products.
  • A commitment to personal high standards proven by the desire and ability to contribute to team and company goals.
  • Change agent and a facilitative team leader with a strong desire to achieve results
  • Balanced individual who brings ‘can do’ motivation to work every day
  • Demonstrated results oriented leadership skills, with experience working with and influencing cross-functional teams and departments.
  • Commitment to operational excellence and ongoing personal growth.
  • We are looking for an individual that wants to WOW and deliver for customers, work hard and have fun doing it.
  • Excellent communication skills, inspiring confidence while leading customers through the steps to resolve issues
  • Intermediate computer skills including MS Office Suite.
  • Ability to manage multiple priorities within a fast paced environment.
  • Previous experience in customer service, accounting, financial services or contact centre experience would be an advantage
  • Degree or equivalent relevant experience a plus