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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.

What you'll bring

• 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.

How you will lead

• 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).

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.