Manager 2 - Operations Strategy & Execution (Workforce Management)

Manager 2, Operations Strategy & Execution (Workforce Planning)

Overview

Intuit’s Expert Network Real Time Operations team is looking for a Senior 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.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is Southern California $155,000 - 210,000. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit® : Careers | Benefits) . Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing pay equity for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.

Qualifications

Salary : $155,000 - $210,000