The Modern Operations team of Intuit's Customer Success Organization is seeking a highly skilled Operations Manager to support their operations for TurboTax, QuickBooks, and Mailchimp products and services. As a part of this dynamic team, you will be responsible for managing cross-functional initiatives, driving operational maturity, and delivering value to both internal and external customers.

Responsibilities

• Establishing and maintaining the operational relationship with the Mailchimp business unit.
• Leading the development of operational processes for Mailchimp in collaboration with the core operations and incident management teams.
• Managing the operations' strategy and execution, including queue monitoring, skilling, and routing configurations, schedule escalations, and staffing analysis in a fast-paced, global contact center environment.
• Executing incident management processes for quick service recovery.
• Analyzing historical and intraday performance of contact center KPI's and generating insights to drive corrective actions.
• Generating data-backed insights, formulating recommendations, and driving corrective actions cross-functionally.
• Communicating operational performance effectively with senior leaders and cross-functional team members.
• Creating frameworks and best practices for repeatable processes (e.g., season readiness, service level management, incident management).