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Manager 1, Assisted Onboarding Service Delivery

Category Customer Success Location Remote - Georgia - United States; Remote - California (Bay Area) - United States; Remote - California (Not Bay Area) - United States; Remote - Texas - United States Job ID 19534
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Company Overview

Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.

Job Overview

Assisted Onboarding is a key growth for Intuit, and the service delivery team is at the heart of that transformation. This team is focused on delivering best-in-class onboarding service to this crucial customer segment. As a Manager 1, you will be a pivotal leader, managing a team of onboarding experts and ensuring we deliver a high-touch, consultative support experience that helps our customers solve complex business challenges and achieve their goals. You will be at the center of delivering a world-class experience while creating an environment that empowers our experts to do the best work of their lives.


You will be responsible for defining and executing operational strategies, ensuring the team meets performance targets, and working cross-functionally to advocate for the needs of our small business and mid-market customers. You will have a unique opportunity to shape the future of our onboarding model, drive significant business outcomes, and directly contribute to Intuit's strategic growth.


Responsibilities


  • Recruit, hire, and manage a team of onboarding experts. 

  • Provide clear direction, coaching, and development to ensure the team is set up for success in their roles.

  • Manage day-to-day operations, ensuring the team meets key performance indicators (KPIs) and service level agreements (SLAs).

  • Instill a customer-first mindset within the team. Drive initiatives that deliver experiences that resolve complex customer issues and build lasting loyalty.

  • Develop customized adoption strategies that secure stakeholder commitment and reduce potential implementation challenges.

  • Execute growth motions tied to strategic expansion and ecosystem adoption, with clear customer value justification 

  • Identify opportunities for process improvement and efficiency gains. Partner with continuous improvement and technology teams to leverage new tools and technology to enhance our service delivery model.

  • Ensure the team effectively manages cases from start to finish, providing seamless communication and resolution across multiple customer touchpoints.

  • Serve as a key liaison between the service delivery team and other functions, including product, sales, and engineering, to advocate for customer needs and influence platform improvements.

  • Use data and insights to monitor team performance, identify trends, and make informed decisions that improve both the expert and customer experience.


Qualifications


  • 3+ years of proven leadership experience, including at least 1 year managing front-line employees in a customer success, support, or service delivery environment.

  • Demonstrated ability to build, lead, and coach a high-performing team. Experience in hiring, managing performance, and developing talent.

  • Deep knowledge of contact center operations, including case management, workforce management, and quality assurance.

  • A passion for delivering exceptional customer experiences and a deep understanding of customer needs, particularly within complex business environments.

  • Proven ability to translate strategic goals into operational plans and execute them with rigor.

  • Strong analytical and problem-solving skills with the ability to use data to drive decisions and operational improvements.

  • Experience leading a team through organizational change and adapting to a dynamic, high-growth environment.

  • Excellent verbal and written communication skills with the ability to influence and collaborate with diverse stakeholders.

  • B.S. or A.S. degree (business, economics, finance, and marketing) a plus or industry equivalent experience


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 at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is: 



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