Director of Customer Care Service Delivery

Intuit Inc. (NASDAQ: INTU) is the leading provider of financial software and Web-based services for consumers, small businesses and accounting professionals. Its flagship products and services ---including Quicken, QuickBooks, and TurboTax --- simplify personal finance, small business management and payroll processing, tax preparation and filing. Founded in 1983, Intuit has annual revenues of about $2.6 billion and reaches over 25 million customers with ~8,000 employees in 13 states and four countries. Intuit's revenues have more than doubled in the last 5 years.

 

Director of Customer Care Service Delivery

 

Tucson, AZ

 

Responsibilities:
• Create a high-performing organization, continuously analyzing current business work flows and productivity/efficiency results in order to implement process improvements
• Ensure readiness and development of a talented and engaged workforce and deliver delight through an assisted support experience for users cost effectively
• Develop effective outsourcing strategies and manage partners to deliver customer needs while achieving financial results
• Hire, develop, and manage multiple teams of support professionals including Technical Support Engineers, Coaches and Leaders.
• Build customer loyalty through integrated e-channel support models
• Mentor Customer Care managers in resource planning, hiring, training, and performance management
• Utilize key metrics and leading indicators to understand how we are performing for customers and identify priorities to improve to ensure "right for me" support
• Ensure solid financial management including budgeting, operating plan development, adherence and capacity planning
• Effectively communicate with Senior Executives, including CEO and founder across business units and functions

 

Qualifications:
• Bachelor’s degree plus 10+ years managing service delivery and technical support teams
• Excellent leadership and mentoring with track record in leading change
• Strong organizational and project management skills
• Ability to assess, organize, and improve business performance
• Flexible and able to balance changing priorities in a fast-paced environment
• Ability to achieve results effectively in a matrixed organization
• Working knowledge of overall contact center operations including human capital, financial planning/management, telecommunications, workforce management systems, and workload forecasting
• Service delivery experience with Web Service applications and/or mobile devices a plus
• Six Sigma and process excellence background a plus

 

 

We offer a competitive salary and bonus opportunity, relocation assistance, and comprehensive benefit packages.  For additional information about our company and recent initiatives, please visit our website at www.Intuit.com/WeGetIt