Experience Delivery Leader

Overview

As the Experience Delivery Leader for Online Assisted Support, you’ll play an important role in the overall delivery of QuickBooks Online customer support. You will drive partner performance and operational excellence across our contact center network to exceed scorecard performance indicators across customer sentiment, service delivery quality, productivity, and implement new programs and collaborate with Intuit teams and partners to positively impact customer experience. The successful candidate will possess the ability to think big and influence across all levels of an organization, possess sound business judgment and have a strong passion and obsession for customers.

What you'll bring

• Bachelor's degree or equivalent practical experience, MBA a plus
• Minimum of 7 years of experience primarily in service delivery or customer service leadership role
• Deep familiarity with customer experience performance metrics, including, but not limited to: tNPS (Net Promoter Score), Quality Assurance scores, and interaction KPIs (ASA, TR, AHT, etc.)
• Experience working in a fast-paced environment and ability to manage projects, deliverables, and workload, with a varying degree of complexity and difficulty
• Customer focused and desire to help design and deliver the end to end customer experience for customers at point of need
• Strong written and verbal communication skills and ability to present information in a clear and concise manner
• Excellent strategy, project management (PMP a plus), problem-solving, analysis, and communication skills with good business judgment
• Team orientation and passion for being part of a high performing team

How you will lead

• Collaborate with partner leadership to manage quality of service and overall performance of partner experts
• Partner with cross functional teams (CX, Operations, Digital Delivery) to address opportunities to improve the customer experience for QBO customers
• Manage through data and utilize internal KPIs to drive performance
• Drive training and up-skill strategy for partner experts
• Develop, build and maintain relationships with partners
• Facilitate weekly operational meetings to monitor performance, ensure partners meet expectations and deliver an optimal experience for QBO customers
• Consult on capacity planning and staffing forecasting requirements with internal teams and partners to ensure accuracy of staffing
• Identify training gaps and partner with L&D to help improve curriculum