Sr Manager, Global Perfomance Partners

Senior Manager; Global Performance Partner

Drive’s the seamless, consistent, and excellent customer experience at multiple outsourcer and/or partnership locations. Owns clear and ongoing communication of strategy and tactics between Payroll, Partnerships and outsourcer leadership teams; Creates and maintains operating mechanisms to drive strategic and tactical understanding throughout the various organizations, from leadership to agent level, for clear Line Of Sight and high engagement. Ensures that there are processes in place to handle issues and needed communications that might arise due to Global Service Provider or Partnership technology, operational and performance issues.

Empowers and educates outsourcer and partnership leadership to create shared vision around desired outcomes and measurements thereof. Partners with associated leadership and tactical operations teams to create parallel processes, resulting in consistent great level of customer experience across all locations. Partner’s with Payroll teams and various outside relationships to support the Payroll strategy. Owns’, goals, execution plans and success of joint team.

Responsible for managing strategic planning and execution of seasonal and ongoing staffing needs. Works closely with Intuit Payroll leadership to create and maintain clear agent expectations, staffing plans, and project plans for joint initiatives. Manages multiple initiatives across multiple vendors, some of which may be cross-site, others site or contact type-specific. Partners with the Payroll team to identify seasonal resource needs. Assigns and manages support resources as they are needed on-site.

Works cross-functionally to deliver on joint initiatives, cross-team programs, projects and processes. Manages multiple priorities, and works with multiple partners in aligning priorities, and in prioritizing when conflicts arise.

Typical deliverables:

• Global environment in which outsourcers and other partners understand and execute to Intuit’s operating values, customer and employee value proposition and budgetary goals.

• Creation of and execution on one-time and cyclical operating plans with long-term deliverables such as season readiness and performance across partners and Intuit. Owns delivery of consistent, excellent output metrics across all partner locations. Balances across all 3 stakeholders to drive optimal results.

• Planning and execution of cross-unit projects to improve processes across the larger Payroll organization

• Creation and maintenance of operating mechanisms that ensure seamless performance and communication across multiple outsource partners and the Payroll group, both within Service and Support and across the larger Payroll organization. Skills/Competencies:

Customer Focus
This manager must be able to translate Intuit’s high expectations for a quality customer interaction into an actionable output from multiple relationships.

Global Perspective
Must work across multiple cultures to create a seamless customer experience regardless of location and/or provider

Results Oriented
Responsible for creating ongoing management processes and operating mechanisms that enable successful agent/customer interactions…correct resolutions…positive experiences on both sides of the phone (customer and agent), and achievement of target metrics.

Building Collaborative Relationships
This manager must collaborate with the vendors’ leadership to create trust and a singular focus and commitment to the Intuit customer experience.

Entrepreneurial orientation
This person must be able to function well in an overseas environment with minimal home-office support. Must be able to improvise/invent to solve for issues where processes/solutions are not immediately evident or available.

Attention to Communication, with excellent written and verbal skills.
This manager must be able to communicate formally and informally to multiple levels of every organization. He/she must be able to interpret communications into a style that is effective for the culture. Enable quick, responsive, bi-directional communications among leadership in GSP, partnerships and Intuit. Partners with Intuit-based training and service delivery teams to customize technical training based on cultural learning styles and needs.

Fostering Successful Teamwork
Builds and grows cross-organizational, global teams focused on execution of consistent customer experience

Education/experience

BS in Business, or related field
5+ years call center management and/or operations experience.
Proven experience with partnering across multiple organizations. International experience preferred

Extensive Travel Required