What are the responsibilities and job description for the Manager 2 Service and Support position at Intuit?
Overview
In this role, you will be responsible for designing, testing, and scaling support for new and existing offerings. You will be accountable for driving performance across multiple teams, reviewing Key Performance indicators, efficiencies around hours of operation, billing, forecasting, partner adherence to governance models and performance to agreed expectations.
What you'll bring
- Bachelor's degree or equivalent practical experience, MBA a plus
- Minimum of 7 years of experience primarily in service delivery and experience design
- Deep familiarity with customer experience performance metrics, including, but not limited to: tNPS (Net Promoter Score), Quality Assurance scores, and interaction KPIs (ASA, TR, AHT, etc.)
- Experience working in a fast-paced environment and ability to manage projects, deliverables, and workload, with a varying degree of complexity and difficulty
- Customer focused and desire to help design and deliver the end-to-end customer experience for customers at point of need
- Strong written and verbal communication skills and ability to present information in a clear and concise manner, influencing in a matrix environment
- Excellent strategy, project management (PMP a plus), problem-solving, analysis, and communication skills with good business judgment
- Proven experience as a cross-functional leader, preferably in a tech environment, and have managed a high performing team with strong analytical skill sets
How you will lead
- Designing solutions that drive customer growth and scale across our assisted services platforms
- Connecting with, observing, and understanding customers throughout the service experience-identifying problem areas and designing improvements to the experience
- Exploring and testing new technologies or support methods to address and support users’ needs
- Developing subject matter expertise for new offerings
- Responsible for delivering on the Key Performance metrics which include Voice of Customer metrics like Net Promoter and Resolution Scores, Productivity and Efficiency Metrics like Queue SLA, ASA, Contacts Per Hour and Handle Time
- Collaborate with senior leadership on Strategic direction for Service Delivery vision and designing Partner footprint strategies
- Collaborate with forecast, demand, and experience teams to determine and improve baseline forecasts
- Collaborate with Ops Strategy & Finance Partners on a monthly and quarterly basis to align on operational and financial plans to target
- Lead and facilitate monthly discussions with operational partners like work force management and Real Time operations, training and learning teams to solidify assumptions into the capacity plan, enable and expedite a path to operationalize service delivery
- Establish and own a robust Review and Approval process to validate partner invoices against deliverables to reduce inaccuracies before signing off
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