Real-Time Operations Senior Business Analyst

Come join the Intuit Customer Success Real-Time Operation Team! As a Support Operations Analyst IV, 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.

Operational Scope & RTO Monitoring • Perform all Analyst III responsibilities, expanding from business-level ownership to cross-business and systemic operational improvement • 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) Footer 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