Intuit Enterprise Suite is a key area of strategic growth, and the product support team is at the heart of that transformation. This team is focused on delivering best-in-class service to this crucial customer segment. The job is looking to solve the problem of delivering a high-touch, consultative support experience that helps customers solve complex business challenges and achieve their goals, while establishing a new standard for service excellence.
Requirements
- Deep knowledge of contact center operations, including case management, workforce management, and quality assurance.
- Strong analytical and problem-solving skills with the ability to use data to drive decisions and operational improvements.
Responsibilities
- Manage day-to-day operations for the Enterprise Suite support team, ensuring the team meets key performance indicators (KPIs) and service level agreements (SLAs).
- Identify opportunities for process improvement and efficiency gains.
- Partner with continuous improvement and technology teams to leverage new tools and technology to enhance our service delivery model.
- Ensure the team effectively manages cases from start to finish, providing seamless communication and resolution across multiple customer touchpoints.
- Use data and insights to monitor team performance, identify trends, and make informed decisions that improve both the expert and customer experience.
Other
- Recruit, hire, and manage a team of approximately 15 product support experts. Provide clear direction, coaching, and development to ensure the team is set up for success in their roles.
- Instill a customer-first mindset within the team. Drive initiatives that deliver experiences that resolve complex customer issues and build lasting loyalty.
- Serve as a key liaison between the Enterprise Suite support team and other functions, including product, sales, and engineering, to advocate for customer needs and influence platform improvements.
- 3+ years of proven leadership experience, including at least 1 year managing front-line employees in a customer success, support, or service delivery environment.
- Demonstrated ability to build, lead, and coach a high-performing team. Experience in hiring, managing performance, and developing talent.
- A passion for delivering exceptional customer experiences and a deep understanding of customer needs, particularly within complex business environments.
- Proven ability to translate strategic goals into operational plans and execute them with rigor.
- Experience leading a team through organizational change and adapting to a dynamic, high-growth environment.
- Excellent verbal and written communication skills with the ability to influence and collaborate with diverse stakeholders.
- Bachelor's degree or equivalent practical experience.
