Jobs at Intuit in Australia, Sydney

As a Contact Centre Operations Lead in the APAC Customer Success team, you will be responsible for monitoring the performance health of our customer support and value add service offerings for all customer segments. You will work closely with managers of our outsourced BPO contact centres, to ensure performance standards are maintained within budget.

• Proactively monitor the overall performance of customer support and services delivered to our customers - across customer segments, products and experiments
• Provide regular ‘health of the business’ updates to senior stakeholders such as Head of Customer Success, and the International CS Director, including prep and lead the weekly APAC CS business review
• Attend internal and external WBRs, MBRs and QBRs to get deep insights into the performance of our outsourced BPO sites, where things are working well, opportunities for improvement etc.
  • Initiate data driven analysis into the root cause of drops in performance
  • Oversee the development of robust action plans to bring performance back on track, and work with the internal stakeholders to execute on the plans, ensuring a high degree of accountability is in place
  • Lead escalations to senior management when performance is at risk of going off track, and use judgement to identify when to pull escalation triggers
• Analyse current state customer experiences, validate root causes through associated quant and qual data points, and deliver data backed insights and recommendations that drive action and improvement
• Design business continuity plans for outsourced support and services, including clearly documented processes to address service disruption and thresholds to exercise defcon levers
• Partner with CX, Commercial and Programme Management teams within CS to operationalise experiments and change/improvement initiatives to existing human assisted experiences, including delivering the required technical and process changes
• Conduct regular in-person focus groups with frontline outsource teams, in addition to remote call listening, to understand experience opportunities with Intuit products, processes and tools. Engage with local and centralised Customer Success stakeholders (CX Design, Biz Ops etc.) to initiate action planning to address pain points in the customer experiences
• Partner with our centralised capacity planning and forecasting team to ensure accurate forecasting for existing and new offerings, and sign off the lock of outsourced capacity needs
• Manage the budget for outsourced support and services, ensuring all business-as-usual activities and experiments are delivered within budget
• Forecast budget implications of any new services or experiments. Model the cost and ROI of various staffing and channel mixes to inform decision making
• Create business cases to transition experiments into full production, and present to senior leadership for sign off
• Perform industry and competitor benchmarking of contact centre operations to identify industry best practices and innovations

• You are passionate about delivering world class support and service experiences to delight our customers
• You have a deep understanding of contact centre operations and drivers of performance
• You are highly data driven, analytical and detail oriented
• You have significant experience forecasting and managing multi-million dollar budgets
• You excel at storytelling through numbers, and a confident written and verbal communicator
• You have strong executive presence, and can engage in debate with senior leaders about proposed actions to manage performance
• You are proactive and approach problems with a can-do attitude
• You are highly organised, with the ability to multitask, prioritise effectively and meet deadlines in a fast-paced environment
• You are willing to get involved in projects, including data analytics and call quality management
• You are inquisitive and curious, and keen to stay updated on trends and methodologies in the customer success industry
• You proactively build strong relationships with your peers globally, and with cross-functional stakeholders across the business

EXPERIENCE

• 3+ years experience in a contact centre operations or performance management role, or as an operations analyst
• Minimum 2:1 undergraduate degree, in related field is desirable
• Experience in driving revenue growth outcomes via reactive support interactions is desirable

OTHER INFORMATION

• The role is Sydney based, aligned to our hybrid work policy

• Own AU SDM strategy and process improvement projects, work closely with internal stakeholders to drive customer retention.
• Lead and manage AU service delivery team to provide seamless onboarding of accountants new and existing onto QBO delivering an experience so profound that customers love using our products and services, and actively recommend them to others
• Identification of growth opportunities and communication to AU leadership team, lead business transformation projects
• Hiring and developing the SDM team that builds innovative solutions to address customer’s problems.
• Supporting the Business Development Managers and internal Account Managers by providing consultative support to accountants and their clients
• Liaison between internal sales teams and external customers
• Create onboarding plan and communicate to relevant internal and external stakeholders and execute to timelines
• Work across multiple internal and external customers and raise any issues and remediate immediately
• Develop proficiency and knowledge of Intuit’s products and solutions.
• Apply systems and process thinking to design solutions to solve customer problems

Innovate and Simplify:It's not our Customers' job to innovate for themselves. That's our job. They have their own jobs and their own customers who they should be innovating for.

• Challenges "the way it has always been done", open minded
• Identifies opportunities to increase efficiency and simplicity

Earn Trust:Leaders trust others on their team and across the organization to delegate effectively and earn trust in others through sound decision-making/judgment.

• Inspires the confidence and trust of others
• Maintains a high standard of personal integrity
• Delivers on commitments

Dive Deep-Leaders operate at all levels, stay connected to the details and audit frequently and deeply. No task is beneath them.

• Clearly defines complex issues despite incomplete or ambiguous information
• Identifies underlying issues and root causes of problems
• Weighs up pros and cons of different solutions

Ownership/Win Together- Leaders are empowered to respectfully challenge the decisions and directives of other owners, especially when those decisions and directives conflict with our mission and values

• Understands what is business critical
• Focuses on what is best for the business
• Respectfully challenges decisions of others

Deliver the Right Results-Leaders keep their teams focused and motivated in order to deliver the right results. Despite setbacks, they maintain focus, rise to the occasion and never settle.

• Set and communicate the “critical few” priorities for the business
• Hold individuals accountable for both what they do and how they do it
• Monitors and communicate progress frequently

Be Bold-Leaders create and communicate a bold direction that inspires results. They think differently, take risks, challenge others to do the same, and champion visionary ideas.

• Creates strategies to balance short-term requirements with long-range business plans
• Considers industry, market, and other external business factors when making bold bets and decisions
• Creates an environment that encourages innovation and calculated risk taking

Be Decisive-Leaders are decisive and garner respect from their teams as a result. They’ve got strong business judgment and good instincts that inform their decisions that are always in the company’s best interest.

• Makes decisions based on strong business logic, rationale and judgment
• Drives toward problem resolution despite ambiguity or uncertainty
• Makes timely decisions, balancing analysis with decisiveness

As an HR Business Partner, you will partner with executive teams to execute the annual talent strategy and plan. You will work with executives to identify needs, prioritize, and lead efforts to enable employees to do the best work of their lives in service to our customers. You will be a people champion, business accelerator, and data-driven change leader, and you will build deep trusted relationships that allow you to have a lasting impact on the organization and team.

• Act as a key, influential partner to executive leadership teams with direct accountability for driving the people agenda in partnership with senior leadership
• Use deep understanding of the business strategy to identify the skills and capabilities required, the future. Build a plan to hire, develop and retain the talent needed to deliver the business strategy
• Operate seamlessly with key partners across People & Places including Talent Development, Talent Acquisition, Total Rewards, and People Analytics
• Drive multi-year organizational and talent strategies, lead organizational change management, and maximize impact and scale through high performing executives and leadership teams Lead organizational change efforts including strategic improvements to organizational design, Use HR technologies and people analytics platforms to work quickly and proactively identify trends
• Drive improvement efforts in key metrics such as engagement, manager scores, mobility, retention, and leadership capability

Bay Area California $196,000 - $265,500

• 7-10 years experience in an HR role partnering with executives to build high-performing teams and lead change
• Bachelor’s or Master’s degree (in an Human Resources-related field preferred), or equivalent work experience
• Strong business acumen—demonstrated ability to learn business objectives quickly and influence talent and org decisions that impact business outcomes
• Experience building an annual org strategy and talent plan that sets clear talent priorities and actions that result in highly engaged people in the best possible roles, doing the best work of their lives
• Strong analytical skills with the ability to take direct ownership of interpreting data and using data to influence decision making
• Experience framing organizational design options that accelerate speed and reduce friction in getting work accomplished
• Experience diagnosing and building leadership team capabilities, at senior levels, with courage and candor
• Experience identifying opportunities to lead change, and experience building these change leadership skills in others
• Experience building relationships across the HR function as well as across executive teams, within and outside of the core client groups
• Experience building trusted relationships with executives as well as managers and employees

• Key contributor to Business Strategy for APAC Sales & Marketing, developing resulting priorities based on robust analytics and business direction.

• A trusted advisor to the APAC senior leadership teams, proactively highlighting risk and opportunities related to business growth and optimal investment decisions or outcomes and providing business modelling and what-if scenarios
• A strong business partner to the Sales & Marketing teams leading forecasting and business analytics that ultimately drive short, medium and long term decisions in investment and outcomes
• Operating in a leader capacity, proactively influencing, leading & coaching across the Finance organization, reporting to the Head of Finance
• Driving investment decisions that result in desired ROI and business acquisition costs for Sales & Marketing initiatives
• Exhibiting sound commercial acumen when evaluating sales channels, web & e-commerce platforms and additional ways of driving business growth

You will be a qualified financial analyst and accountant, with strong analytical skills and an innate commercial understanding. You will also have demonstrable experience of acting as a business partner, supporting and challenging non-finance stakeholders. As this role involves constant interaction with senior non-finance stakeholders across the business, you will need the confidence and emotional intelligence to effectively communicate at all levels. The ideal candidate will have worked in the high-tech industry and will enjoy operating in an extremely fast-paced, entrepreneurial environment.

• Qualified CPA/CMA or equivalent
• Undergrad Business Degree (BBA/BCom) and/or MBA
• 5+ years post qualified experience in roles supporting business decision making
• Ideally will have knowledge of SaaS/Cloud Computing
• Instrumental in providing insights and support based on sound analytics that drive business performance
• Ability to influence all levels of leadership to drive actions, behaviors, decisions and business outcomes
• Ability to lead teams to deliver exceptional results and drive business growth
• Exceptional track record of self-motivation, prioritization, initiative, and integrity
• Strong written and oral communication skills with experience in presenting to business partners and senior executives with confidence, conviction, and credibility
• Advanced experience with Excel and PowerPoint applications
• Hyperion EssBase experience preferred, along with the ability to model and analyze complex business scenarios.