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Job Details

2021-19292 -

Manager 2 Service and Support

Location(s): Mississauga, Canada
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Intuit is a global technology platform that helps our customers and communities overcome their most important financial challenges. We help give over 50 million consumer, small business, and self-employed customers around the world the opportunity to prosper.

Overview

Come join the Customer Success (CS) Organization in Intuit Canada’s Consumer Group (CG) as Manager - Assisted Customer Experience & Support. The CS team is responsible for delivering awesome customer experiences for existing and prospective consumers & self-employed customers in North America for TurboTax Live brand.

We are looking for an entrepreneurial, energetic and customer-focused leader to inspire a cross functional team to deliver a uniquely positive customer service experience so profound that customers love using our products and services and actively recommend them to others.

The Assisted Customer Delivery manager role is a great fit for a dynamic leader with:

  • Passion & empathy to drive for amazing experiences (design, people, process and tool capabilities) for on-demand and year long services
  • Results orientation with the ability to flex from program manager to process manager as any project evolves
  • Passion to learn fast on tools/ processes and problem solve through strategies to find solutions for customer issues while continuously improving operational processes

What you'll bring

  • Seven plus years in a formal leadership/management role.  Prefer experience in a remote call center environment.
  • Proven experience working with team members in establishing career development plans and in meeting varying individual needs.
  • Must be able to strongly lead a diverse workforce through a culture of inclusivity and situational leadership.
  • Strong project management skills. Able to easily display/articulate the project work that has been accomplished & any work currently being done.
  • Demonstrated ability to thrive in a fast-paced, constantly changing environment.
  • Excellent interpersonal, communication, and presentation skills.
  • An active tax credential and strong knowledge of the tax preparation process is preferred, but not required

How you will lead

  •  Lead a fast growing and high performing TTLive Customer Success team in achieving or exceeding business unit goals.  Specific goals include maximizing operational Key Performance Indicators (KPIs), hiring of staff, employee retention, ensuring consistent service quality expectations and managing a diverse front line management team…with new goals introduced as we bring on new services.
  • Establish effective partnerships with other parts of the organization to improve the overall customer experience and help introduce new services being developed.
  • Continuously assess and improve immediate team’s processes while also driving improvements in cross-functional processes.
  • Proactively identify people, process (immediate team or cross functional) or technology options and drive the decision-making process to agree that improves end consumer and expert experiences
  • Create an environment where people are encouraged to share information, to engage in debate, and to communicate freely.
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"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
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