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    Service Experience Manager, Customer Success - Toronto, Canada - Intuit

    Intuit
    Intuit Toronto, Canada

    Found in: Talent CA C2 - 5 days ago

    Intuit background
    Description

    Company Overview

    Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.

    Qualifications

  • Professional experience with proven success designing and launching services focusing on people, processes and technology that have been implemented in the real world
  • Relevant bachelor's degree from a 4-year college or university, or equivalent experience
  • Deep expertise in managing customer success -human assisted- operations
  • Solid understanding of program management principles and practices
  • Experience using customer journey mapping and cross team collaboration tools

    • Responsibilities

  • Monitor business performance health of the Human Assisted Offering Design operational management system to monitor business health - Develop the management system to build structure and rigor in monitoring business health by various dimensions (. customer segments, expert personas, revenue and cost)Monitoring critical KPIs E2E to drive overall performance through accountable teams ( BU KPIs = TNPS, Issue Resolution, Revenue, Retention, Lead Pass)
  • Design Business Continuity Planning for Human Assisted Offering Design Business Continuity Readiness Playbook for all Human Assisted Offering - Create and design playbooks of plans to address disruption in customer experiences (Business Continuity Planning, Customer segment prioritization, business parameters/thresholds for exercising defcon levers)
  • Optimizing existing Human Assisted OfferingsDriving crossfunctional efforts to test/optimize/tune customer and expert experiences in Human Assisted Offerings (. proactive outreach service design to the customer based on VOC or KPI signal, hypothesis driven experimentation on existing offerings)
  • Human Assisted P&L Operational ManagementAccountable for driving all business expense management decisions related to the human assisted portfolio - Manage and approve all operational spend with ultimate accountability for overall spend for Human Assisted Offerings - ( approval of Lock and invoices, determine the labor investment strategy and deciding if the ROI is there to scale any offering)Drive the resource allocations strategy for all human-assisted offerings - design the labor strategy and frameworks, investment and scaling decisions to meet the business unit expense envelope
  • Understand the businessHave a deep comprehension of omni-channel customer support operational frameworks in the contact center
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