Overview
The Customer Success team delivers award-winning service and support experiences to accountants and small business owners using our products: QuickBooks Online, QuickBooks Accountant, QuickBooks Self-Employed and QuickBooks Time.
Your core daily responsibilities will enable you to design and implement operational management systems to monitor the business health of Human Assisted Offerings. You will optimize existing offerings and drive cross-functional efforts to test, optimize, and tune customer and expert experiences. You will also be accountable for all business expense management decisions and driving the resource allocation strategy for all Human Assisted Offerings.
The successful candidate will have exceptional problem-solving abilities, excellent communication skills, strong interpersonal skills, and cross-functional collaboration experience. This individual will be driven by data insights and insights.
Want more jobs like this?
Get jobs in Toronto, Canada delivered to your inbox every week.
This role is an individual contributor partnering with the Customer Success ecosystem: Service Experience Design, L&D, Incident Management, Change Management as well as our outsourced partners who deliver the support experiences to our customers. You will also work with key stakeholders across Marketing, Sales and Product.
What you'll bring
- Professional experience with proven success designing and launching services focusing on people, processes and technology that have been implemented in the real world
- Relevant bachelor's degree from a 4-year college or university, or equivalent experience
- Deep expertise in managing customer success -human assisted- operations
- Solid understanding of program management principles and practices
- Experience using customer journey mapping and cross team collaboration tools
How you will lead
- Monitor business performance health of the Human Assisted Offering
- Design operational management system to monitor business health - Develop the management system to build structure and rigor in monitoring business health by various dimensions (i.e. customer segments, expert personas, revenue and cost)
- Monitoring critical KPIs E2E to drive overall performance through accountable teams (I.e BU KPIs = TNPS, Issue Resolution, Revenue, Retention, Lead Pass)
- Design Business Continuity Planning for Human Assisted Offering
- Design Business Continuity Readiness Playbook for all Human Assisted Offering - Create and design playbooks of plans to address disruption in customer experiences (Business Continuity Planning, Customer segment prioritization, business parameters/thresholds for exercising defcon levers)
- Optimizing existing Human Assisted Offerings
- Driving crossfunctional efforts to test/optimize/tune customer and expert experiences in Human Assisted Offerings (i.e. proactive outreach service design to the customer based on VOC or KPI signal, hypothesis driven experimentation on existing offerings)
- Human Assisted P&L Operational Management
- Accountable for driving all business expense management decisions related to the human assisted portfolio - Manage and approve all operational spend with ultimate accountability for overall spend for Human Assisted Offerings - (i.e approval of Lock and invoices, determine the labor investment strategy and deciding if the ROI is there to scale any offering)
- Drive the resource allocations strategy for all human-assisted offerings - design the labor strategy and frameworks, investment and scaling decisions to meet the business unit expense envelope
- Understand the business
- Have a deep comprehension of omni-channel customer support operational frameworks in the contact center