Sr. Mgr, Customer Care Technical Support

Join one of the hottest Tech Companies in the industry!  Consistently listed as one of the Top 100 Best Places to Work and recognized as the “Most Admired Software Companyâ€� in 2007 by Fortune Magazine, Intuit Inc. (NASDAQ: INTU) is the leading provider of financial software and Web-based services for consumers, small businesses and accounting professionals.  Our flagship products include Quicken, QuickBooks, and TurboTax.  Founded in 1983, Intuit has annual revenues of over $2.7 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. 

 

 

Senior Manager, Customer Care Technical Support

 

Scope:

The Customer Care Technical Support Team will create a continuous and ‘rapid response’ process and mindset for contact driver reduction, and handle time/resolution analysis that improves the customer experience.

 

The Senior Manager, Customer Care Technical Support provides leadership and is specifically responsible for driving operational excellence, through the development of the right operational processes and by building and managing the right team of professionals to deliver necessary technical expertise and an exceptional customer service experience.  This leader will work cross-functionally with and influence business leaders, functional leaders, and other organizations both inside and outside of Intuit.  The Senior Manager will lead continuous process improvement initiatives to facilitate the migration from desktop services to web services, as well as ensure issues are resolved quickly and that processes are documented so that customers can self resolve in the future.  He/she owns the strategy, goals and plans for their team’s success, is a key contributor to shaping the business strategy and will provide gap analyses between the As-Is and To Be solutions. He/she will lead an integrated team responsible for understanding root cause, handling escalations and improving self help, as well as Beta testing the end to end customer experience for desktop, SaaS, and support processes. 

 

Typical Deliverables:

· Process Reviews (40%) – Process and development observation for organizational improvements and feedback for technical specialist group.  Includes live coach interactions, process and decision-making meetings, and process compliance for Data Services, Data Conversion, Beta and Technical Specialist group.

· Business Review (40%) – Business reviews and meetings associated with impact to business, expectations and performance, business strategies, and organizational momentum.

· Run The Business Initiatives (5%) – Initiative involvement for process improvements related to Running the Business, interfacing with business leaders, Core Process leaders, domestic enabling groups and outsourced stakeholders.

· Coach Calibrations (5%) – Calibration with team leadership surrounding work flow process and technical requirements affecting groups outs.  Expected results are decreased variation, increased efficiency, and common use of tools and processes.

· Performance & Organization Calibrations (5%) – Calibration sessions regarding performance expectations, initiative prioritizations, and goals/results.  Organizational calibrations surrounding leadership deployment, employee engagement, environmental factors affecting performance and outsourcer led initiatives.

· Administration/Meetings (5%)

 

 

 

Qualifications:

· Bachelor's degree or equivalent experience

· 2 to 5 years experience leading product development or technical support teams with at least one year in support of web-based software products.

· Prior experience in a role responsible for the availability and troubleshooting of an Enterprise Hosted Application (25k unique customers/day) required.

· Must have a strong understanding of core internet and network protocols (HTTP, HTTPS, DNS, TCP/IP), languages (HTML, XML, CSS, Flex/Flash, Javascript), and frameworks (J2EE, ASP.Net, WebServices).

· Demonstrated ability to build relationships at all levels within an organization.

· Must be able to identify and define customer requirements to technical/engineering organizations and to run BETA and pre-release programs.

· ITIL and Six Sigma Certifications a plus.

 

Please apply to www.intuit.com/careers  Requisition #66363