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Job Overview

Come join Expert Networks’ Modern Operation team as a Senior Manager for the Supply Planning team, where you will lead a team of Capacity Planners to create, drive and inspect flexibility supply plans to meet our volatile demand. Working closely with Talent Acquisition, Learning & Development, Service Delivery and Products teams to ensure you are building world class supply plans that can scale and flex to support our ever-changing customer needs.

The ideal candidate will possess both a tech focused attribute to solve our most complex challenges whilst also utilizing their SME knowledge to build short term solutions to enable the team to operate with scale and velocity. Having a strong leader that has a background in understanding the end-to-end creation and delivery of the supply plans will be key. The successful candidate will have experience in leadership and problem solving, requiring extensive use of data collection and analysis, as well as working with stakeholders worldwide to drive staffing flexibility for the Customer Success organization.

Responsibilities

Lead and develop a world class team of capacity planners, coaching technical and strategic skill sets
Design, plan and implement planning processes and mechanisms in order to deliver service requirements
Drive headcount planning and hiring strategy for Customer Success by managing trade-offs between customer experience/service levels, employee experience, and cost effectiveness.
Creating compelling stories from data analysis to support decision making
Conducting scenario planning to ensure effective workforce management and optimization
Analyzing metrics to identify trends, providing insights to leadership and suggesting corrective actions where necessary
Collaborating with stakeholders to define short and long term capacity planning strategies
Identifying and assessing opportunities for call center improvement and presenting as stories to the leadership
Continued inspections of key planning inputs and optimization of plans
Deep diving the gaps within planning tools/products and partnering with VEP Product teams to address them.
Define metrics, develop program management mechanisms, and invent/simplify processes to drive decision-making in complex network capacity situations

Qualifications

3+ years' experience in a similar role within the call center or BPO industry
Exceptional understanding of supply plans within the call center environment
Proven leader in data and information space with 7+ years of experience working in Product Analytics, Marketing Analytics, Operations Analytics or other data-driven strategic insights analytic role
Strong people management skills leading teams for at least 5 years and growing supply planning, financial analysts or analytics talent.
Proficient in SQL, Excel, and data visualization software such as Qlik, Tableau, etc.
Experienced in experimentation design and execution
Ability to manage multiple projects simultaneously to meet objectives and key deadlines, balancing short & long term strategic implications to meet and/or exceed business objectives as well as manage a team of at least 3 direct reports
Outstanding communication skills across a diverse audience of business stakeholders in both technical and non-technical forums

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"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."

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"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."

Emily Intuit employee

"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."

Troy Intuit employee

"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."

Natalie Intuit employee

"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."

Emily Intuit employee

"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."

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Alexandria Intuit employee

"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."

Troy Intuit employee

"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."

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"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."

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Emily Intuit employee

"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."

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Troy Intuit employee

"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."

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