OVERVIEW

Our HR Shared Services team helps shape experiences that maximize the potential of our people. Our outsourced HR Connect Channels team empowers employee success through expert human-assisted support for employee questions.
We are seeking an experienced and highly motivated Principal HR Operations / Channels Manager. This critical role will be responsible for managing our relationship with an outsourced service provider delivering 24/7 employee support. The ideal candidate will have a strong background in managing similar partnerships, preferably within large, complex organizations, and possess the ability to effectively hold our partner accountable for delivering exceptional service.

• You’ll be the primary point of contact and accountability for the strategic and operational relationship between our internal HR function and our outsourced employee support service provider, ensuring alignment on strategic objectives and operational requirements.
• You will build strong, trust-based relationships with key stakeholders, galvanizing cross-functional teams around a bold vision of a best-in-class service.
• You’ll be responsible for service delivery and operational excellence, setting ambitious SLAs and holding our partners accountable
• You’ll sweat every detail of the employee experience to deliver excellence in the outsourced support, holding a relentlessly high bar for performance.
• With a passion for continuous improvement, you’ll identify areas for improvement, track performance data, and collaborate with the service provider to implement solutions and enhance the quality of support provided to our employees.
• You’ll be adept at synthesizing and analyzing data and insights from multiple sources to accelerate service improvements, including through external benchmarking, staying ahead of external factors and trends affecting our people, workplace and
• Serving as the main escalation point for complex employee support issues, you’ll partner cross-functionally to address escalated concerns, ensuring timely and effective resolution, and communicating outcomes to the right stakeholders, including at an executive level.
• You are skilled in managing and resolving conflicts, demonstrating resourcefulness in finding mutually-agreeable solutions.
• You’ll play a key role in complex team initiatives and projects, as well as People & Places priorities, where outcomes may have some ambiguity.
• You’ll consistently uphold Intuit policies and role-model Intuit’s values in all circumstances