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Job Details

2020-17765 -

Group Manager, Intuit QuickBooks Live Service Delivery

Location(s): San Diego, California - Mountain View, California
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Intuit is a mission-driven, global financial platform company that gives everyone the opportunity to prosper. With products like TurboTax, QuickBooks and Mint, we’re using technology to build solutions to challenging financial problems for millions of people around the world.

Overview

The Intuit Customer Success team is seeking an experienced and collaborative Group Manager to help lead the Service Delivery function within our Expert Network team. As a leader on this team, you will have responsibility for delivering an outstanding experience for Intuit customers through our expanding network of Domain Experts, made up primarily of Bookkeepers and Accounting Professionals, including other types of Experts as we scale.

With a special focus on these professionals who deliver the QuickBooks Live service, you will help create an environment that will allow these Experts to do the best work of their lives. In addition to developing the Expert Network team, you will play a key leadership role in the Intuit Customer Success organization while staying closely linked to our Small Business & Self Employed segment and other partner organizations.    

What you'll bring

  • Role ideally located in our San Diego or Mountain View offices (once Intuit returns to their campuses)
  • Bachelor's degree with advanced degree preferred 
  • Minimum 6-8 years leadership and management experience, preferably with experience leading large teams; experience leading virtual teams a plus 
  • Excellent leadership and mentoring skills with solid track record in leading change and transforming organizations
  • 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 
  • Ability to effectively deliver business outcomes
  • Proven ability to build high performing teams in a virtual environment

How you will lead

  • Champion a customer and Expert experience focused environment…drive the Expert Network delivery teams and work with internal partners to deliver experiences that build relationships with our customers, resolve customer issues, attract and maintain Experts, and create 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.
  • 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…removing the barriers that impede the creation of net promoters and helping customers complete their taxes.
  • Partner across Intuit Customer Success and the Small Business/Self Employed Group to ensure an optimal end-to-end customer and Expert experience.
  • Ensure a consistent end-to-end customer and Expert experience across all teams.
  • Balance changing priorities in a fast-paced environment.
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Conrad Intuit employee
"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."
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Alexandria Intuit employee
"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."
Emily at work
Emily Intuit employee
"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."
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Troy Intuit employee
"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."
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Natalie Intuit employee
"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."
Emily at work
Emily Intuit employee
"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."
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"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."
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Alexandria Intuit employee
"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."
Troy at work
Troy Intuit employee
"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."
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Alexandria Intuit employee
"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."
Emily at work
Emily Intuit employee
"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."
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"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."
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Troy Intuit employee
"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."
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Carl Intuit employee
"I know that as a product manager at Intuit, my impact matters. Our products support millions of small businesses and individuals around the globe with their finances, delivering more money and fueling the success of real people."

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