Team Manager, Workforce Management

Intuit • Mountain View, CA

236d • $210,000 - $284,000

About The Position

Intuit is looking for a results-driven Manager to lead our Workforce Management and Frontline Sales Support teams with a focus on efficiency, optimization, and service level attainment across multiple channels. This role is responsible for the full workforce management cycle, including but not limited to forecasting, capacity planning, scheduling, real-time monitoring, and reporting for our sales teams across Phone [inbound, outbound], and chat channels. In addition this role also oversees our frontline sales support processes, driving the design of efficient workflows, SLA optimization and managing our BPO partner. The ideal candidate is a self-starter who thrives in fast-paced environments, demonstrates resourcefulness with minimal tooling, and has a passion for automation and continuous improvement. This role requires a strategic thinker with hands-on experience building and scaling WFM functions and leading high-performing teams.

Requirements

• 7+ years in Workforce Management in sales or customer-facing operations
• Demonstrated success managing omnichannel environments (chat, inbound, outbound)
• Strong command of forecasting, scheduling, real-time management, and reporting best practices
• Proven experience in building and structuring WFM teams from the ground up
• Strong analytical mindset with an emphasis on efficiency, automation, and optimization
• Experience managing BPO partners and driving towards SLA optimization
• Exceptional communication and stakeholder management skills
• Ability to influence cross-functionally and present insights to senior leadership
• Budget and cost-center management experience preferred
• Comfortable working without off-the-shelf WFM platforms; strong DIY ethos

Responsibilities

• Own and drive the end-to-end Workforce Management process across global sales channels
• Develop and implement forecasts and capacity plans that align with sales targets and seasonal trends
• Create and optimize staffing schedules to meet service levels while maintaining budget discipline
• Monitor real-time operations and adjust plans to mitigate intraday risk
• Build and lead a high-performing WFM team, fostering a culture of excellence and accountability
• Lead WFM strategy for efficiency, SLA attainment, and budget compliance and optimization
• Automate reporting and planning workflows using in-house or custom-built tools
• Collaborate closely with Sales, Finance, and Ops to align on planning assumptions, goals, and performance metrics
• Provide strategic insights and executive-ready reporting on KPIs, efficiency drivers, and improvement opportunities
• Drive innovation through tool-agnostic solutions and automation techniques
• Manage the BPO partner supporting frontline sales support tickets, drive accountability and SLA adherence

Benefits

• Competitive compensation package
• Strong pay for performance rewards approach
• Cash bonus eligibility
• Equity rewards
• Comprehensive benefits package

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services