As a Senior Business Analyst, you will operate in a fast-paced Customer Success organization, analyze contact center service level performance, generate insights and recommendations, drive results, and communicate effectively with leaders and partners at multiple levels.

Responsibilities

Operational Scope & RTO Monitoring
• Leverage existing tools to effectively articulate the current state of the Customer Success network, contextualize key performance indicators with operational insights and any relevant cross-functional initiatives, and close loop on any critical callouts or issues
• Develop insights and ad-hoc analyses to understand root causes, derive forecasted outcomes to quantify the impact of current trends, and deliver solutions - escalating when solutions require configuration changes beyond defined scope or when resolution is blocked after repeated partner engagement
• Execute on cross-functional initiatives to optimize business performance intraday, with guidance on scope and approach
• Identify recurring or emerging risks before they materially impact performance - building or improving mechanisms to detect, triage, and resolve issues more consistently and reduce repeat occurrences across the operation

Routing Design & Configuration
• Identify routing design gaps, risks, and scalability opportunities across teams or business areas
• Propose and influence routing improvements that improve service levels, resiliency, customer experience, or operational efficiency - defining the requirements that drive configuration and process changes across partnering teams

Problem Solving & Root Cause
• Sort through complex and ambiguous problem spaces; identify systemic issues, hidden dependencies, and improvement opportunities
• Translate findings into durable recommendations - championing end-to-end solutions and owning the path to closure, including tooling improvements and process redesign

Data, Analysis & AI
• Demonstrate high data fluency and analytical depth - navigating large, complex, and ambiguous data sets across routing, supply, demand, staffing, performance, customer behavior, and business trends
• Required to leverage AI to accelerate analysis, identify patterns, surface risks, improve reporting, and generate stronger recommendations - proposing AI-enabled process improvements, automation opportunities, and decision-support mechanisms that improve operational scale and quality

Communication & Cross-Functional Coordination
• Communicate complex and ambiguous problem spaces to Senior Leadership - framing risks, options, impact, tradeoffs, and proposed operating changes to drive leadership understanding and decision-making
• Lead cross-functional initiatives to optimize near-term performance (1-2 weeks), while providing operational input as needed into medium-term (2-4 weeks) and long-term (4+ weeks) planning horizons

Operating Mechanisms & Ownership
• Create new operating mechanisms when needed - including coordination forums, risk reviews, reporting routines, escalation paths, or performance management routines - ensuring they are repeatable, useful, and tied to measurable outcomes
• Own broader operational improvement opportunities; operate effectively in ambiguity and move work forward even when ownership is not obvious

Qualifications
• 5+ years of experience with Contact Center operations
• Working knowledge of contact center queue management systems (Amazon Connect, Grafana, or similar contact center tooling)
• Industry knowledge and experience managing contact center Key Performance Indicators (Average Handle Time, Abandon Rate, Average Speed of Answer, Service Level Agreements etc.)
• Strong interpersonal skills and ability to work well in dynamic & matrix team environments
• Experience with analytics to understand, manipulate, and report data in an impactful way
• Demonstrated ability to build net new reporting, modeling, or operational frameworks
• Ability to work independently, navigate ambiguity, and drive clarity in complex problem spaces
• Flexibility with work schedule to cover business hours is a must (*Including weekends/holidays)

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Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may 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 ). 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:

The expected base pay range for this position is:
San Diego $129,500 - $175,500