Real-Time Operations Senior Business Analyst

Come join the Intuit Customer Success Real-Time Operation Team! 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

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