Manager II WFM Operations

1 week ago

San Diego, United States Intuit Full time

Company Overview



Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.



Job Overview



Intuit’s Expert Network Real Time Operations team is looking for a senior level manager who is passionate about the customer experience, who thinks/acts cross functionally, and who will elevate our AI-powered digital and human expertise. The ideal candidate will possess both an optimization background that enables them to manage the near term horizon, and a demonstrated ability to solve business problems and influence strategic decisions using data storytelling. The successful candidate will drive strategy, execution and insights for AI native experiences across the development lifecycle and use data, strategic thinking and advanced scientific methods including predictive modeling to enable data-backed decision making for Intuit at scale.



The successful candidate will partner with Product Management, Product Development, Service Delivery, Partner Management, Capacity Planning and Resource Operations teams.



Responsibilities



  • Build and lead a team of business analysts, providing leadership, direction, and guidance.
  • Develop data-driven insights to drive Expert Network capacity decisions and improve business outcomes.
  • Technical understanding of upstream workforce management (WFM) value chain to own the comprehensive handoff and explanation of the capacity waterfall
  • Collaborate with product management and development teams to contribute to an AI Powered E2E WFM Platform
  • Manage operational effectiveness of data mining, statistical analysis, and predictive modeling programming activities.
  • Partner with cross-functional teams to initiate, lead, or contribute to large-scale/complex strategic projects.
  • Act as a thought partner to senior leaders to prioritize/scope projects, provide recommendations, and evangelize data-driven business decisions in support of strategic goals.
  • Optimize Expert occupancy to match premium customer service with optimal internal productivity and cost management.
  • Partner closely with all Expert Network teams to make critical decisions about where we invest our efforts, understanding the impact of our business, defining key success metrics, and core segmentations.
  • Influence team's roadmap by sharing findings with the rest of the company, and driving and verifying change in our Expert Network outcomes.


Qualifications



  • Innovative and disruptive technology leader solving long term strategic outcomes
  • Proven ability to apply scientific methods to solve real-world problems
  • Strong business and product sense: delight in shaping vague questions into well-defined analyses and success metrics that drive business decisions
  • Excellent communication skills: able to lead initiatives across multiple work streams and communicate findings with leadership teams
  • Knowledge to translate quantitative findings into actionable insights and influence business decisions
  • Ability to draw on experience to identify where data can have the most impact and clearly communicate findings and recommendations to partner teams
  • Ability to turn ambiguous questions and problems into clear deliverables and insights
  • Experience in querying and manipulating large data sets
  • Ability to make tradeoffs between speed and accuracy wisely
  • Strong background in statistical analysis, programming, and experimentation
  • Bachelor's or Master's degree in Statistics, Mathematics, Computer Science, Economics or related field; Equivalent work experience considered

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