Group Manager, Differentiated Service Experience Strategy

Job Overview

Join the QuickBooks Customer Success team as a Group Manager of Differentiated Service Experience Strategy.  This role is responsible for driving business model innovation by creating and optimizing a portfolio of service experience offerings to meet varying customer needs and expectations.  These differentiated experiences will support small businesses and mid-market customers in successfully leveraging the QuickBooks portfolio to manage and grow their business.  

In this fast-paced and collaborative environment, we require a strategic leader who possesses a profound awareness of the service features that are important to customers and can maintain a comprehensive understanding of our entire range of capabilities. With this knowledge, the leader can construct a service lineup with high value propositions and rational architecture.

You'll be accountable for defining how we deliver value to customers through our team of experts, processes, technology, and customer support capabilities. You'll also be responsible for measuring lifts in both growth and efficiency, that will ultimately contribute a meaningful impact on our bottom line.

We are looking for an extraordinary leader who is passionate about disrupting the status quo, and creating new offerings proven to drive customer benefit and business growth.

Responsibilities

• This role is directly accountable for identifying opportunities to create unique service experiences catered to different customer segments that optimize both customer and revenue growth. 
• Service Experience Strategy Development:  Lead the formulation and execution of a portfolio of service experiences that meet a diverse range of customer expectations.
• Cross-functional Collaboration:  partner closely with Marketing, Sales, Product Management, and Service Delivery teams to design holistic service experience solutions that result in trajectory changing business growth.
• Customer Feedback and Insights:  Utilize customer feedback, market research, and data analytics to drive insights and inform service lineup and service experience enhancements.
• Performance Metrics and Analysis:  monitor and analyze service experience and monetization metrics to understand the effectiveness of service experience strategies and identify opportunities for improvement.  
• Technology Integration:  partner with product management and our Virtual Expert Platform team to leverage technology solutions that enhance service delivery efficiently and drive customer engagement.

Qualifications

• Proven leader with experience in a services based industry or SaaS organization, with 5+ years in a leadership role driving business results through improved customer experiences in Customer Success, Product Management, Product Marketing or similar functions.
• Undergraduate degree in a business, technical, or science discipline; MBA or advanced degree preferred
• Experience driving business model innovation
• Proven experience in service experience strategy, customer experience design, or related field with a focus on service delivery.
• Proven ability to design and implement service experience strategies that improve customer retention and drive revenue growth.
• Strong understanding of customer journey mapping, service blueprints, market research techniques and methodologies, and service design principles.
• Strong cross functional leadership:  ability to inspire an organization to deliver and champion customer experiences that drive retention and growth.  Demonstrated success in building high performing teams through dotted line and direct management including recruiting and retaining top talent.
• Customer service & support expertise:  demonstrated strength managing or working with customer support organizations and operations.
• Excellent analytical skills with the ability to ask the right questions and translate data into actionable insights.
• Excellent communication, presentation, and collaboration skills.