Principal, Customer Success Workforce Management (WFM)

Role Overview: You will be joining the Intuit WFM Real Time Operations team as a strategic and operations-focused leader, responsible for enhancing AI-powered digital and human expertise. Your main focus will be on prioritizing customer experience and collaborating across functions. Your role will involve advising Expert Network leadership, aligning strategies for high-quality, scalable customer service, and ensuring effective cross-functional program delivery. As the ideal candidate, you will need to possess strong data-driven decision-making and communication skills to drive business goal achievement. Additionally, you will champion customer advocacy and act as the India site ambassador, supporting a 24/7/365 intraday management contract worker team. Key Responsibilities: - Advocate for customers by ensuring exceptional service delivery and resolving any customer pain points - Optimize Expert occupancy to balance premium customer service with internal productivity and cost management - Drive complex programs in collaboration with cross-functional groups to foster accountability - Run programs using best practices for initiating, planning, and executing intermediate-to-large scale cross-functional critical programs - Anticipate risks and proactively manage them to prevent blockers - Communicate updates across various levels of the organization and escalate when necessary, including regular communication with executives - Lead teams towards strategic goals by creating timelines, managing dependencies, and removing obstacles - Drive process improvements over time through efficiencies and automation - Lead with a clear vision focused on customer problems, defining success criteria and prioritizing effectively - Allocate time and resources to what is most important, making fast, data-driven decisions and taking ownership for outcomes - Utilize technical understanding of upstream workforce management (WFM) to own the near-term horizon (current day to two weeks out) Qualifications: - Operational Expertise: Skilled in developing and refining processes, analytical standards, and operational rhythms for driving business performance - Analytical and Problem-Solving Skills: Ability to interpret data, develop KPI frameworks, and make decisions based on insights - Strategic Thinking & Analytics Strategy: Develop strategic vision and define success criteria for complex projects at the Business Unit level - Customer-Centric Mindset: Committed to enhancing customer experience through efficient, high-quality expert experiences - Collaboration Skills: Exceptional communication and interpersonal skills, with experience in building cross-functional relationships and influencing without authority.,