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Intuit

Global Systems Readiness Leader

Overview
Intuit's Customer Success team is transforming the industry with a suite of high-touch professional services powered by data-driven, technology-led operations and a distributed professional workforce. We are seeking an experienced and collaborative Group Manager of Partner Technology and Workforce System Readiness to drive reliability and availability for the critical technologies that fuel a worldwide, distributed Customer Success workforce at scale. Partnering with technology leaders at partner sites and across Intuit, this Group Manager will be responsible for ensuring our internal systems, 3 rd party systems, and workforce partners are set up to support high quality, highly available, and scalable Customer Success Services. In this leadership role you will lead a small, high performing team to define and manage Partner Technical PSA Agreements, Workforce Endpoint Requirements, Workforce Technology Rollouts, Partner Problem Management, Partner Technology Scorecards, Business Continuity Improvements and overall Customer Success System Readiness.

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Responsibilities
  • Lead and grow a small, high performing technology team
  • Champion a best in class Customer Success Services infrastructure
  • Lead large-scale Customer Success technology migration initiatives across Intuit
  • Drive high availability requirements end-to-end across Customer Success partners, vendors, and Intuit teams
  • Ensure monitoring & alerts provide the visibility needed to identify and alert on issues and drive remediation before customers and agents are impacted
  • Drive the requirements and quality of the agent desktop and laptop images
  • Drive change management processes with Customer Success Partners
  • Drive and contribute to contractual requirements and implications for high availability and technical SLA's.
  • Enforce engagement on incident management and RCA processes to protect customer experiences
  • Contribute and define technical metrics for partners
  • Collaborate and define technical improvement plans with partners
  • Identify issues that need action, implement appropriate decisions, and communicate results clearly and in actionable form
  • Drive fast & effective decision making by getting the right people involved and aligned
Qualifications
  • Bachelor's Degree in Engineering or related technical field or equivalent experience
  • 5 -10 years of experience in technology
  • Successful at coaching and/or mentoring team members to contribute at their highest level of impact- has demonstrated ability to recruit and develop strong bench of talent to high performing team
  • Experience in Dev Ops, SRE or related function
  • Experience applying technology updates and changes to addressing business problems and strategies, as well as managing system administration and user acceptance testing work
  • Results-focused with an aptitude for handling multiple and changing priorities efficiently and effectively
  • Outstanding communication skills (written/verbal), presentation and facilitation skills- can effectively frame technical discussions to a non-technical audience with high impact
  • Operational excellence with proven history of driving rigor, process improvements, and progress around unresolved issues and actions
  • Data driven...Uses methodologies, metrics, and analysis to plan, assess performance against business goals
  • Customer and Expert driven...thinks customer and agent back with a r elentless focus on delighting customers and experts with strong bias for action and delivering results
  • Highly self-motivated and has the desire to have a significant impact on the business

Job ID: Intuit-Xt_Cgab
Employment Type: Other

Perks and Benefits

  • Health and Wellness

    • Health Insurance
    • Dental Insurance
    • Vision Insurance
    • HSA
    • On-Site Gym
    • Mental Health Benefits
    • Life Insurance
    • FSA
    • HSA With Employer Contribution
    • Short-Term Disability
    • Long-Term Disability
    • Fitness Subsidies
  • Parental Benefits

    • Fertility Benefits
    • Adoption Assistance Program
    • Family Support Resources
  • Work Flexibility

    • Remote Work Opportunities
    • Hybrid Work Opportunities
    • Flexible Work Hours
  • Office Life and Perks

    • Casual Dress
    • Commuter Benefits Program
    • On-Site Cafeteria
    • Happy Hours
  • Vacation and Time Off

    • Paid Vacation
    • Paid Holidays
    • Personal/Sick Days
    • Volunteer Time Off
    • Leave of Absence
  • Financial and Retirement

    • 401(K)
    • Financial Counseling
    • Stock Purchase Program
    • Company Equity
    • Performance Bonus
    • 401(K) With Company Matching
  • Professional Development

    • Learning and Development Stipend
    • Mentor Program
    • Tuition Reimbursement
    • Promote From Within
    • Shadowing Opportunities
    • Access to Online Courses
  • Diversity and Inclusion

    • Diversity, Equity, and Inclusion Program
    • Employee Resource Groups (ERG)

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