Intuit is a mission-driven, global financial platform company that gives everyone the opportunity to prosper.
We are using technology to build solutions to challenging financial problems for millions of people around the world.The Customer Success team delivers award winning service and support experiences to small business owners and accountants using our products, including QuickBooks Online, QuickBooks Advanced, QuickBooks Online Accountant, and QuickBooks Payroll.Our approach to customer success is transforming and is always focused on achieving the highest levels of customer experience.
We do this through customer-focused thinking, which powers customer retention and growth.
Our mindset is deeply customer obsessed and solves for customer pain through data driven insights, innovation and ongoing process improvement.ResponsibilitiesProactively monitor the overall performance of customer support and services delivered to our customers - across customer segments, products and experimentsProvide regular 'health of the business' updates to senior stakeholders such as Head of Customer Success, and the International CS Director, including prep and lead the weekly APAC CS business reviewAttend internal and external WBRs, MBRs and QBRs to get deep insights into the performance of our outsourced BPO sites, where things are working well, opportunities for improvement etc.Initiate data driven analysis into the root cause of drops in performanceOversee the development of robust action plans to bring performance back on track, and work with the internal stakeholders to execute on the plans, ensuring a high degree of accountability is in placeLead escalations to senior management when performance is at risk of going off track, and use judgement to identify when to pull escalation triggersAnalyse current state customer experiences, validate root causes through associated quant and qual data points, and deliver data backed insights and recommendations that drive action and improvementDesign business continuity plans for outsourced support and services, including clearly documented processes to address service disruption and thresholds to exercise defcon leversPartner with CX, Commercial and Programme Management teams within CS to operationalise experiments and change/improvement initiatives to existing human assisted experiences, including delivering the required technical and process changesConduct regular in-person focus groups with frontline outsource teams, in addition to remote call listening, to understand experience opportunities with Intuit products, processes and tools.
Engage with local and centralised Customer Success stakeholders (CX Design, Biz Ops etc.) to initiate action planning to address pain points in the customer experiencesPartner with our centralised capacity planning and forecasting team to ensure accurate forecasting for existing and new offerings, and sign off the lock of outsourced capacity needsManage the budget for outsourced support and services, ensuring all business-as-usual activities and experiments are delivered within budgetForecast budget implications of any new services or experiments.
Model the cost and ROI of various staffing and channel mixes to inform decision makingCreate business cases to transition experiments into full production, and present to senior leadership for sign offPerform industry and competitor benchmarking of contact centre operations to identify industry best practices and innovationsYou are passionate about delivering world class support and service experiences to delight our customersYou have a deep understanding of contact centre operations and drivers of performanceYou are highly data driven, analytical and detail orientedYou have significant experience forecasting and managing multi-million dollar budgetsYou excel at storytelling through numbers, and a confident written and verbal communicatorYou have solid executive presence, and can engage in debate with senior leaders about proposed actions to manage performanceYou are proactive and approach problems with a can-do attitudeYou are highly organised, with the ability to multitask, prioritise effectively and meet deadlines in a fast-paced environmentYou are willing to get involved in projects, including data analytics and call quality managementYou are inquisitive and curious, and keen to stay updated on trends and methodologies in the customer success industryYou proactively build strong relationships with your peers globally, and with cross-functional stakeholders across the businessExperience3+ years experience in a contact centre operations or performance management role, or as an operations analystMinimum 2:1 undergraduate degree, in related field is desirableExperience in driving revenue growth outcomes via reactive support interactions is desirableOther InformationThe role is Sydney based, aligned to our hybrid work policy
#J-18808-Ljbffr
📌 Contact Centre Operations Lead, Apac
🏢 Intuit
📍 New South Wales