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Director, Customer Success - International Assisted Services
Location(s): Mountain View, CaliforniaCompany Overview
Intuit is a global technology platform that helps consumers and small businesses overcome their most important financial challenges. Serving more than 100 million customers worldwide with 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
The Small Business and Self Employed (SBSEG) Customer Success organization manages over 400M digital customer interactions powered through AI/ML driven experiences and 13M+ assisted interactions through our virtual expert network of over 10k professional advisors delivering confidence with trusted expert advice.
This Director role will be focused on delivering unparalleled quality of service through managing our assisted experiences for Small Business customers in our non-US markets (UK, CAN, AU, ROW) as we continue to evolve from a transactional contact center operation to a data savvy tech led services-based organization that champions a culture where we are never satisfied losing a customer. We are no longer downstream operations but a key embedded feature of our current design and iteration of products. Your team will be accountable for managing the people system to deliver the offering including standard adherence management, expert performance diagnosis, quality of service monitoring through all end-to-end listening posts for Expert & Customer feedback. Looking for a highly seasoned accountable leader to manage E2E customer and expert interactions to ensure service levels are executed and delivering against goals. Monitors anomalies through the qualitative and quantitative analysis of contact drivers and key KPIs, solves gaps through service recovery outreach and other levers as needed
Qualifications
- A passion for delighting customers through innovative services experiences is the central theme of this role. We are looking for a customer obsessed proven leader with at least 5-10 years’ experience in a services-based industry or SaaS organization, with 5+ years in a leadership role influencing customer experience management in Customer Success, Product marketing or similar functions
- Bias for action and data driven mindset are key towering strengths for this role
- Displays hypothesis driven thinking and demonstrated experience increasing the velocity and quality of learning through Experimentation frameworks both in customer experiences and operations
- Must exhibit strong people leadership… the ability to inspire an organization to deliver and champion awesome customer experiences...demonstrated success in building high performing teams including recruiting and retaining top talent and coaching leaders to higher levels of impact. Ability to lead across internal teams,
- Experience leading consumer facing programs that focus on delivering measurable business outcomes and value. Understands the criticality of operational excellence
- Demonstrated ability to effectively influence & partner with key internal stakeholder teams including cross functional peers in Product Management, Product Development, Marketing, Design and Data to ensure shared vision and the ability to prioritize and drive initiatives forward in a highly matrixed organization
Responsibilities
- This leader will partner with other critical functions like Product, PD, Design, Data and Marketing to ensure we are collectively designing segment specific digital and assisted services experiences that pays off our promise of complete confidence
- This leader will be a champion for the customer and expert experience by working across internal and outsourced partners to deliver experiences that build relationships with our customers, resolve customer issues, attract and maintain experts, and create promoters out of both groups
- Your passion and advocacy for the customer to be there at their acute points of need will help us think differently and change the trajectory of the impact our products can have at the moments of truth that matter most in our customers’ lives. Your focus will be to define what can be versus expanding or replicating what is already in play. If you have a passion for disruption and a track record of success developing and launching technology data driven solutions for consumers, we’d like to hear from you
Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is CA $223,500 - $302,500. This position will 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 pay equity for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.

"When I encounter a technical problem, I feel driven to find a solution that is simple, human, and easy to understand."

"It’s important to always strive for improvement, even if you’re already in a good place."

"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."

"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."

"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."

"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."

"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."

"Designing at Intuit feels special because we're not just making things to make things. We're tackling real, consequential financial problems voiced by small businesses, self-employed, and individuals around the world. I'm grateful to have such a worthy and motivating mission when I go to work – powering prosperity around the world."

"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."

"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."

"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."

"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."

"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."

"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."

"By feeding our customers' data through machine learning algorithms, we uncover valuable insights that empower millions of customers to feel more confident about their financial future."

"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."

"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."

"We use the latest Native frameworks for iOS and Android to deliver a truly delightful mobile-first experience for our customers. I love that we're enabling millions of customers to improve their financial health, all under a world-class mobile experience."

"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."

"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."

"It's a great feeling knowing that when you push out a new feature or fix, our customers notice it and really love the work that we do! Here at Intuit, not only do we have the freedom to work with the newest technologies, but we value solving challenging financial problems for our customers above everything else."

"One of my favorite aspects of this role is that my work is helping small business owners achieve their business goals by solving complex financial problems. It's gratifying to know that the work that I'm doing directly impacts consumers and makes their lives easier so that they can focus their energy on growing their business."

"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
Hear from our employees
Conrad De Peuter
Senior Data Scientist - Machine Learning Futures Group
Conrad leverages tools like natural language processing and machine learning to help tax analysts and small business owners use TurboTax and QuickBooks more efficiently. For Conrad, Intuit is a great place to learn, grow, and take full ownership of your career path.
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