Retention Performance Manager, Contact Center Operations jobs in United States
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Intuit · 1 month ago

Retention Performance Manager, Contact Center Operations

positionSan Diego, CA
timeFull-time
remoteOnsite
seniorityMid, Senior Level
money$164K/yr - $222K/yr
date2+ years exp

Intuit is seeking a Retention Performance Manager to oversee the execution of their Saves/Retention programs within the Customer Success organization. This role involves managing third-party BPO partners and collaborating with various internal teams to enhance performance and efficiency in customer retention efforts.

AccountingFinancial ServicesFinTechPaaSSoftware
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Growth Opportunities
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H1B Sponsor Likelynote

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

Qualification

Retention program managementCustomer Success experienceAnalytical skillsB2B/B2C experiencePerformance managementInnovative thinkingCustomer insightsCross-functional collaboration

Required

Bachelor's degree in Business/Marketing required
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

Preferred

MBA or equivalent

Benefits

Cash bonus
Equity rewards
Benefits

Company

Intuit

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Intuit provides financial software solutions to empower individuals and businesses.
dateFounded in 1983
location
Mountain View, California, USA
people-size10001+ employees
web-link
https://www.intuit.com

H1B Sponsorship

Intuit has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (693)
2024 (550)
2023 (586)
2022 (842)
2021 (773)
2020 (514)

Funding

Current Stage
Public Company
Total Funding
$8.52B
Key Investors
JP Morgan Chase
2025-01-31Post Ipo Debt· $4.5B
2023-09-12Post Ipo Debt· $4B
2011-01-19Post Ipo Equity· $6.7M

Leadership Team

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Sasan Goodarzi
Chief Executive Officer
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Alex Balazs
Chief Technology Officer
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Company data provided by crunchbase