• Tech Ops Citizen Development

    Intuit (Plano, TX)


    Overview

     

    We are seeking a highly motivated and detail-oriented Manager to lead our Sales Support Operations team. This team is responsible for providing frontline seller support, managing third-party tools, facilitating tech migrations, and driving citizen development initiatives. The Manager will oversee a small team of individual contributors (ICs), while also managing our offshore BPO partner. The role requires strong people leadership, vendor management, and operational excellence to ensure issues are triaged and resolved efficiently through a tiered support model.

    Responsibilities

    + Lead and coach a small team of Sales Support ICs, fostering a culture of accountability, collaboration, and continuous improvement.

    + Manage day-to-day operations & continuously optimize a tiered triage & support system, ensuring timely resolution of seller issues across technical and administrative areas.

    + Oversee and govern offshore BPO partners; establish clear KPIs, SLAs, and escalation processes to drive service quality.

    + Serve as escalation point for complex Tier 2/3 cases requiring internal FTE support.

    + Partner with cross-functional stakeholders (Sales Ops, IT, Product, HR, etc.) to address root causes of recurring issues and improve processes.

    + Monitor and report on case volumes, trends, and team performance metrics; develop insights to drive continuous improvement.

    + Support planning, budgeting, and resource allocation to align support capacity with business needs.

    + Champion seller experience by ensuring high-quality, consistent, and empathetic support.

    + Build and Automate Workflows

    + No Code/Low Code Development

    + 1st and 3rd Party Integrations

    + Drive Tech Migration including Business Readiness Plans and User Acceptance Testing

    + Oversee 3P Tool Management & Maintenance including Vendor Engagements

    Qualifications

    + Bachelor’s degree or equivalent work experience; advanced degree a plus.

    + 8+ years of experience in sales operations, customer support, or business process management; 2+ years in a people leadership role.

    + Proven experience managing outsourced vendors or BPO partners.

    + Strong analytical and problem-solving skills, with ability to identify trends and recommend process improvements.

    + Excellent communication and stakeholder management skills; comfortable influencing across multiple teams and business units.

    + Highly organized, with a track record of driving operational excellence in a fast-paced environment.

     

    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 (https://www.intuit.com/careers/benefits/full-time-employees/) ). 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:

     

    EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.