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Intuit Group Manager, QuickBooks Live Service Delivery in Atlanta, Georgia

Overview

Join the Intuit Customer Success team as a Group Manager of Service Delivery in the Expert Network team. We’re looking to grow our team of talented individuals to help optimize our greatest resource, our people. As a leader on this team, you will be central to delivering a stellar experience for our customers and our rapidly expanding network of experts, made up primarily of Bookkeepers and Accounting Professional. You’ll be pivotal in delivering the service experience for our small business customers and play a key role in growing our Live services business, powering prosperity for our customers through AI powered human expert experiences.

Our approach to customer success is transforming and is always focused on achieving the highest levels of customer experience. We do this through customer-focused thinking, which powers customer retention and growth. Our mindset is deeply customer obsessed and solves for customer pain through data driven insights and innovation. The Expert Network teams are at the core of this as we innovate, experiment, learn, and grow.

The Role

In this role, you will be part of a leadership team that is at the center of creating a world class professional organization and an environment that facilitates our leaders and experts in doing the best work of their lives. You will lead a team of Senior Managers in the Expert Network team delivering Quickbooks live services through a large scale team. You will be the advocate and voice of this growing team and a key leader in scaling support for new and existing offerings. You will be accountable for driving operational and quality performance across multiple teams, leading change management, driving efficiency and rigor, as well as coaching your leaders to deliver exceptional experiences for our customers and experts. You will play a key leadership role in the Intuit Customer Success organization and partner closely with our Small Business and Self-Employed segment leaders and modern operations team.

What you'll bring

The ideal candidate has a proven track record of success and significant experience in a fast-paced organization, leading customer centric operations and teams.

  • Minimum of 7 years of experience primarily in service delivery or the accounting industry in a people leadership role

  • Customer Experience Advocate: 7+ years of leading customer experience, removing friction and delivering stellar human customer experiences.

  • Team & Talent Builder: Has substantial leadership experience and a proven track record as a talent steward with proven history of hiring, managing and developing a high performing and engaged team. Experience leading large scale teams of over 1k a plus.

  • Boundaryless Leader: Cross-functional leadership experience, partnering to influence different functions at all levels

  • Product & Business Acumen: Customer champion with a design mind-set and demonstrated strengths in improving or designing new customer and expert experiences. Has developed clear and compelling business cases that support prioritization of work and investments.

  • Customer Success & Support Expert: Proven ability to lead and develop large scale customer success teams and foster a high performance culture in a virtual environment through internal and partner workforce.

  • Change Leader: Experience in a dynamic work environment, managing and executing complex system and organizational change initiatives.

  • Communicator: You will be fluent in English and have excellent written and verbal communication skills including an ability to communicate complex issues simply. Proficient in MS Word, Excel, and PowerPoint

  • Bachelor's degree or equivalent practical experience, MBA or focus in Accounting/Finance a plus.

As this role will require collaboration across multiple teams, it will require up to 20% travel.

How you will lead

  • Champion a customer and Expert experience focused environment…drive the Expert Network delivery teams and work with internal partners to deliver experiences that build relationships with our customers, resolve customer issues, attract, and retain our Experts, and create promoters across both groups.

  • Manage a complex and fully geographically remote workforce of over 1,000, inclusive of significant hiring waves corresponding with peak season demand and leadership of key strategic partners. Meet hiring, training, and retention goals.

  • Lead operational performance of our Expert Network teams, delivering on experience, opex and performance targets,

  • Designing solutions that drive customer growth and scale across our service offerings.

  • Observing, and understanding customer and expert pain points; identifying problem areas and working cross functionally to drive improvements to the experience.

  • Drive innovation through experimentation and partner with our Thrive teams to create the optimum processes for our operational delivery.

  • Developing subject matter expertise for new offerings and the existing ecosystem

  • Collaborate with senior leadership on the vision and strategy for Service Delivery, designing sourcing and footprint strategies for domain experts in the product support ecosystem

  • Partner with forecast, demand, and experience teams to determine and improve accuracy and precision in our forecast and operational performance

  • Work with Ops Strategy & Finance Partners to align on operational and financial plans and deliver to target

  • Play a key role in the QB Live leadership team, responsible for driving strategic initiatives and building strong partnerships and influence with our business partners.

  • Provide operational and thought leadership by developing priorities and managing operating mechanisms that drive a highly effective and efficient service delivery organization.

  • Establish and own a robust calibration and performance review process to ensure high caliber expert, manager, and senior manager performance beyond peak season.

  • Thrives in a dynamic growth environment where high velocity change is seen as an opportunity to grow.

  • You will create and promote an “advocacy” culture and mind-set across the organization, which places emphasis on delighting customers in everything that we do.

  • You will lead a highly engaged workforce through frequent communication, goal setting, performance management and creating a positive environment of trust, transparency, and clear expectations.

EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.

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