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Intuit Senior Customer Experience Operations Professional Kenya, Nairobi County, Nairobi 848702685
27.03.2025
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Responsibilities
- Have autonomy to work collaboratively with the leaders in your space to drive the project/program strategy to accelerate the most strategic business outcomes.
- Drives a data backed approach to execute, monitor and communicate progress, trade-offs or decisions needed
- Forecast increases in customer service volume to ensure frontline teams are staffed accordingly, and implement levers to mitigate risk related to the change.
- Build trust within the team
- Understand and support key changes and type of change (process, technology and organisation) being driven by the program
- Role model and embrace change to lead teams through evolving priorities
- Recommend areas of improvement within the project/program and work with stakeholders to implement
- Participate in opportunities to engage with the program community to improve your craft
- Coaches others in the business on program management
- Quickly absorbs information in a new program area, parses what is important and applies that into problem solving.
- Identify technical dependencies and any gaps, determine capabilities needed and engage the proper technical experts to determine a solution
- Drive the project/program operating rhythm
- Develop a high quality plan that is organised into manageable pieces at the workstream
- Use data to assess progress to plan, review data for trends, and communicate progress and trends to stakeholders
- Identify risks and issues and work with stakeholders to determine response plans
Qualifications
- 5+ years of experience in a program and change management role with experience managing complex programs in SaaS, design, customer experience, and service delivery
- Demonstrated ability to influence at the director level within a matrixed organization
- Demonstrated ability to build strong partnerships across teams in delivering the best outcome of programs
- Ability to use data and insights to support and drive decisions
- Proven experience in implementing product-based change, managing process and organisational change.
- Proficiency in using project management tools and software such as com, leanIX, smartsheets, confluence jira.
- Certification in project and change management, such as APM PMQ, and PMI
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