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Strategic Business Operations Manager, Assisted Support Operations

Company: Intuit
Location: Mountain View
Posted on: January 8, 2021

Job Description:

OverviewCome join the Customer Success organization in Intuit's Small Business and Self-Employed Group (SBSEG). We are looking for an exceptional program and operations manager to join our Business Operations team to support our Assisted Service Delivery group that is responsible for connecting Intuit's small business and self-employed customers around the world to our experts. In this newly formed role, you will operate in a fast-pace environment, managing cross-functional initiatives and deploying high-impact, strategic launches.What you'll bring

  • 5-7 years of related experience in project management, program management or business operations (bizops)
  • 5-7 years experience with Contact Center operations (forecasting, capacity planning and real time operations frameworks)
  • Familiarity with online project management & collaboration tools - SmartSheets, Atlassian, Google suite, LucidCharts, etc; can help teach & train teams how to use
  • Experience with analytics to understand, manipulate and report data in an impactful way
  • Strong interpersonal skills and ability to work well in dynamic & matrix team environment
  • Communicates equally well with senior leaders, front-line employees and cross-functional groups, both verbally and in writing
  • Data driven - uses methodologies, metrics, and analysis to plan and assess performance against business goals
  • Ability to work independently and navigate ambiguity
  • Willing to travel 10% of the time to work directly with distributed team members
  • PMP Certification required
  • BS/BA degree requiredHow you will lead
    • Drive operating rhythm across SBSEG and Intuit Customer Success teams, including operating performance reviews, efficiency progress reviews and leadership read-outs
    • Efficiency management - build efficiency models, create processes to track progress against targets, support teams to achieve efficiency models as needed through rigorous input/output reviews and targeted mitigation planning.
    • Conduct quarterly/annual planning across SBSEG and Intuit Customer Success teams, including input goals, outcome metrics (KPIs), critical dependencies, and timelines
    • Create & drive communication strategy within Assisted Service Delivery teams & across SBSEG and Intuit Customer Success
    • Project manage large scale, cross-functional initiatives to ensure projects are delivered on time with high quality
    • Create frameworks/standards for repeatable processes (e.g. season readiness, outage management)

Keywords: Intuit, Mountain View , Strategic Business Operations Manager, Assisted Support Operations, Executive , Mountain View, California

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