Retention Performance Manager, Contact Center Operations

Company Overview

Job Overview

We are looking for a Retention Performance Manager to oversee the execution of our Saves/Retention programs for Intuit’s Customer Success organization. Reporting to the Saves Leader under Growth and Retention, this position will be responsible for the success of our third party BPO partner saves programs. The position will collaborate daily/weekly/monthly with peers and leaders in Customer Success, Marketing, Onboarding, Product Management, Finance, and Analytics as well as multiple third party BPO partners both onshore and offshore.

This position will be based in Tucson, San Diego, or Mountain View.

Responsibilities

• Saves/Retention delivery - Manage CS BPO Partners to deliver daily/weekly/monthly revenue from saved units

• Responsible for day to day performance management across 3rd party partners through multiple Op Mechs

• Effectively partner with a broad array of cross-functional teams to ideate, test, develop, and scale performance and efficiency improvements to existing saves programs and processes in support of the delivery of our experiences

• Responsible for driving expert driven customer retention

• Work with teams to develop Expert capability around the internal tools to improve saves rate and drive call contact volume to the saves team

• Have a deep understanding of data to drive both accuracy and strategic decision making

• Understand and deliver retention insights to internal partners weekly/monthly

Qualifications

• Bachelor’s degree in Business/Marketing required, with MBA or equivalent preferred

• Experience leading retention or sales programs in a B2B or B2C environment

• 2+ years overall experience in Customer Success, retention programs, or sales management

• Demonstrated ability to drive performance through third party BPO partners and dotted line reporting relationships

• Demonstrated track record operating independently and efficiently to manage multiple priorities and projects simultaneously, and managing milestones and deadlines in a fast-paced environment

• Passion for delighting customers & using customer insights to improve end-to-end experiences

• Clear track record of being accountable for making smart and fast decisions, partnering cross-functionally, delighting customers and driving dramatic growth

• Innovative thinker with a passion for generating new ideas, nurturing a culture of creativity, and continuing to raise the bar on business performance

• Strong analytical and problem-solving skills with clear examples of using data actively for customer insights, performance outcome measurements, ROI analysis and recommendations

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. 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 fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is:

Bay Area California: $164,500 - $222,500

Southern California: $159,000 - 215,000