Overview
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.
As a Contact Centre Operations Lead in the APAC Customer Success team, you will be responsible for monitoring the performance health of our customer support and value add service offerings for all customer segments. You will work closely with managers of our outsourced BPO contact centres, to ensure performance standards are maintained within budget.
What you'll bring
* You are passionate about delivering world class support and service experiences to delight our customers
* You have a deep understanding of contact centre operations and drivers of performance
* You are highly data driven, analytical and detail oriented
* You have significant experience forecasting and managing multi-million dollar budgets
* You excel at storytelling through numbers, and a confident written and verbal communicator
* You have strong executive presence, and can engage in debate with senior leaders about proposed actions to manage performance
* You are proactive and approach problems with a can-do attitude
* You are highly organised, with the ability to multitask, prioritise effectively and meet deadlines in a fast-paced environment
* You are willing to get involved in projects, including data analytics and call quality management
* You are inquisitive and curious, and keen to stay updated on trends and methodologies in the customer success industry
* You proactively build strong relationships with your peers globally, and with cross-functional stakeholders across the business
Experience
* 3+ years experience in a contact centre operations or performance management role, or as an operations analyst
* Minimum 2:1 undergraduate degree, in related field is desirable
* Experience in driving revenue growth outcomes via reactive support interactions is desirable
Other Information
* The role is Sydney based, aligned to our hybrid work policy
How you will lead
* Proactively monitor the overall performance of customer support and services delivered to our customers - across customer segments, products and experiments
* Provide 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 review
* Attend 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.
o Initiate data driven analysis into the root cause of drops in performance
o Oversee 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 place
o Lead escalations to senior management when performance is at risk of going off track, and use judgement to identify when to pull escalation triggers
* Analyse 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 improvement
* Design business continuity plans for outsourced support and services, including clearly documented processes to address service disruption and thresholds to exercise defcon levers
* Partner 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 changes
* Conduct 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 experiences
* Partner 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 needs
* Manage the budget for outsourced support and services, ensuring all business-as-usual activities and experiments are delivered within budget
* Forecast budget implications of any new services or experiments. Model the cost and ROI of various staffing and channel mixes to inform decision making
* Create business cases to transition experiments into full production, and present to senior leadership for sign off
* Perform industry and competitor benchmarking of contact centre operations to identify industry best practices and innovations