Overview
The Intuit WFM Real Time Operations team seeks a strategic and operations-focused leader who will enhance our AI-powered digital and human expertise by prioritizing customer experience and collaborating across functions. The role involves advising Expert Network leadership, aligning strategies for high-quality, scalable customer service, and ensuring effective cross-functional program delivery. The ideal candidate will possess strong data-driven decision-making and communication skills to drive business goal achievement. Furthermore, this individual will champion customer advocacy and serve as the India site ambassador, supporting a 24/7/365 intraday management contract worker team.What you'll bring
- Operational Expertise: Skilled in developing and refining processes and operational rhythms that ensure accountability and drive business performance.
- Analytical and Problem-Solving Skills: Strong ability to interpret data and drive decisions based on insights.
- Customer-Centric Mindset: Committed to enhancing customer experience through efficient, high-quality expert experiences.
- Collaboration Skills: Exceptional communication and interpersonal skills, with experience building cross-functional relationships and influencing without authority.
- Business Communication and Storytelling: Able to synthesize insights and activity from complex areas into strategic narratives (written documents and slides) for C-level audiences.
- Experience: 5+ years in business operations, strategy, or a related field. Proven experience supporting executive leadership and optimizing operational efficiency.
- Experience: 10+ years in Customer Success Workforce Management (ie demand planning/forecasting, capacity planning, scheduling, intraday management).
How you will lead
- You are an unapologetic advocate for our customers, ensuring exceptional service is delivered and identifying and resolving any and all customer pain points
- You optimize Expert occupancy to match premium customer service with internal productivity and cost management.
- You drive complex programs fostering accountability in partnership with cross-functional groups such as Customer Success, Service Delivery, Operations, Product Management, and other functional partners.
- You run programs using best practices for initiating, planning, and executing intermediate-to-large scale cross-functional critical programs that empower teams to achieve successful outcomes.
- You anticipate risks and proactively manage these risks before they become blockers.
- You communicate updates across levels of the organization and escalate appropriately. You will communicate with executives regularly.
- You drive your teams toward strategic goals; creating timelines and milestones, managing dependencies, and removing obstacles that stand between your teams and business success.
- You constructively drive forward process improvements over time through efficiencies and/or automation.
- You lead with a clear vision, staying focused on the customer problem. You define success and galvanize the team around it. You align on and ruthlessly prioritize what's most important.
- You drive winning results, allocating time and resources to what's most important. You make fast, data-driven decisions and take extreme ownership for outcomes.
- You utilize a technical understanding of upstream workforce management (WFM) value chain to own the near term horizon (current day to two weeks out)
