Job description
Overview
The Intuit Customer Success team is seeking an experienced and collaborative Group Manager to join our Expert Network team, leading Service Delivery. As a leader on this team, you will have responsibility for delivering an outstanding experience for Intuit customers and our expanding network of Experts.
You will be part of a leadership team that is creating an world-class professional organization and an environment that allows these experts and managers to do the best work of their lives. With a particular focus on tax professionals who deliver the TurboTax Live services across the United States and Canada, you will lead a large multi-layered team, rooted in Customer Obsession, to deliver exceptional customer experiences across our services. In addition to developing the large Expert Network team, you will play a key leadership role in the Intuit Customer Success organization and partner closely with our Consumer segment and modern operations teams.
What you'll bring
- Bachelor's degree with advanced degree preferred. Professional Tax experience is a plus
- Minimum 6-8 years’ leadership and management experience, preferably with experience leading large teams and scaled operations; experience leading large virtual teams a plus
- Excellent leadership and mentoring skills with a solid track record in leading change and transforming organizations
- Strong analytical capabilities with proven ability to leverage data and analytics to drive performance management and decision making
- Proven track record of innovative problem solving that improves business performance
- Excellent communication, interpersonal and collaboration skills
- Ability to prioritize and balance multiple priorities in a fast-paced environment
- Proven record of effectively driving multi-layered teams to deliver business outcomes
- Proven ability to lead and develop teams that accelerate performance and foster a high-performance culture in a virtual environment
How you will lead
- Champion exceptional customer and Expert experiences by leading the Expert Network delivery teams and working with internal partners to deliver end to end services that build relationships with our customers by building their confidence, resolve customer issues, attract, and maintain Experts, and create strong promoters out of both groups
- Manage a complex and highly seasonal workforce of hundreds, through the development of high performing direct reports and front-line managers that you develop as exceptional leaders
- Leverage and analyze data to determine opportunities, drive quick decisions and create the cases for change, where appropriate
- Create an environment of innovation in which team members are encouraged to experiment and test new ideas, learning from our successes and mistakes
- Manage, analyze and iterate customer and expert processes and workflows…accelerating changes and removing barriers that impede the quality of the expert interactions and customer experience
- Partner across Intuit Customer Success and the Consumer Group to ensure an optimal end-to-end customer and Expert experience that drives delight
- Lead in a fast-paced environment with multiple and changing priorities in a large organization and highly seasonal business
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