Group Manager of Service Delivery – Premium Experiences

Job Overview

Join the Intuit Customer Success team as a Group Manager of Customer Success in our Expert Network, leading premium experiences for our IES (Intuit Enterprise Suite) and Accountants. Intuit recently announced a major milestone to accelerate its offerings for mid-market businesses with the introduction of  Intuit Enterprise Suite, a configurable suite of integrated financial products designed to seamlessly scale and enhance productivity and profitability for mid-market businesses as they grow. Be at the center of growth in our Expert Network, where we’re looking to grow our team of talented individuals to help optimize our greatest resource, our people. You’ll be pivotal in delivering awesome service experience for our highest value mid-market and Accountant customers where our customer success experiences are at the heart of how we win and deliver differentiation in the market.

Our approach to customer success is ever evolving, and is always focused on achieving the highest levels of customer satisfaction. We do this through customer-focused thinking, which will significantly impact our customer retention and growth, and therefore increased revenue. We are deeply customer obsessed and solve for customer pain through data driven insights and an innovation mindset. The Expert Network teams are at the core of this as we innovate, experiment, learn, pivot, and scale.

The Role

In this role, you will be part of a leadership team that is at the center of creating a world class professional organization and an environment that facilitates our experts in doing the best work of their lives. In this role, you will lead a team of our Senior Managers in the Quickbooks Accountant team with an extended leadership team of managers and their experts. You will be the advocate and voice of this growing team, and a key leader in scaling support for new and existing offerings. You will be accountable for driving performance across multiple expert teams with efficiency and rigor, leading change management, advocating for platform improvements, as well as coaching your leaders to deliver on new levels of support and engagement with our Accountants.  This role will involve collaboration across multiple teams, and require up to 25% travel.

Responsibilities

• 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 accountants, resolve customer issues, attract, and retain our Experts, and create promoters across both groups.
• Manage a complex and fully geographically remote workforce, inclusive of hiring waves corresponding with peak season demand. Meet hiring, training, engagement and retention goals.
• Lead operational performance of our Expert Network teams, delivering on experience, opex and performance targets,
• Designing solutions that drive customer growth and scale across our service offerings.
• Observing, and understanding customer and expert pain points; identifying problem areas and working cross functionally to drive improvements to the experience.
• Drive innovation through experimentation and partner with our Thrive teams to create the optimum processes for our operational delivery.
• Developing subject matter expertise for new offerings and the existing ecosystem
• Collaborate with senior leadership on the vision and strategy for Service Delivery, designing sourcing and footprint strategies for domain experts in the product support ecosystem
• Partner with forecast, demand, and experience teams to determine and improve accuracy and precision in our forecast and operational performance
• Work with Ops Strategy & Finance Partners to align on operational and financial plans and deliver to target
• Provide thought leadership on the strategic direction and priorities of our SBSEG Expert Services organization and create compelling expert talent strategies to exceed our Accountant expectations.
• Establish and own a robust calibration and performance review process to ensure high caliber expert, manager, and senior manager performance beyond peak season.
• Thrives in a dynamic growth environment where high velocity change is seen as an opportunity to grow.
• Partner with technology teams to bring the power of the platform to our expert teams, harnessing Intuit Assist, RPA and Intuit Expert Platform
• Collaborate with SBSEG segment partners on the vision and CS experience for our Accountants.
•  Continue the growth path of partnership with Live services teams and resource flexibility to make our Accountant Support Team fungible and dynamic.
•  You will create and promote an “advocacy” culture and mind-set across the organization, which places emphasis on delighting customers in everything that we do.
•  You will lead and inspire a highly engaged workforce through frequent communication, goal setting, performance management and creating a positive environment of trust, transparency, and clear expectations.

Qualifications

A proven track record of success and significant experience in a fast-paced organization, leading customer centric operations and teams.  Looking for a minimum of 7 years of experience primarily in service delivery or the accounting industry in a people leadership role.

The ideal candidate is a: 

• Customer Experience Advocate: 7+ years of leading customer experience, removing friction and delivering stellar human customer experiences.
• Team & Talent Builder: Has substantial leadership experience and a proven track record as a talent steward with proven history of hiring, managing and developing a high performing and engaged team. Experience leading large scale teams of over 200 a plus.
• Boundaryless Leader: Cross-functional leadership experience, partnering to influence different functions at all levels
• Product & Business Acumen: Customer champion with a design mind-set and demonstrated strengths in improving or designing new customer and expert experiences. Has developed clear and compelling business cases that support prioritization of work and investments.
• Customer Success & Support Expert: Proven ability to lead and develop large scale customer success teams and foster a high performance culture in a virtual environment through internal and partner workforce. Experience delivering customer experiences for accountant and mid market customers a plus.
• Change Leader: Experience in a dynamic work environment, managing and executing complex system and organizational change initiatives.
• Communicator: You will be fluent in English and have excellent written and verbal communication skills including an ability to communicate complex issues simply. Proficient in MS Word, Excel, and PowerPoint
• Bachelor's degree or equivalent practical experience, MBA or focus in Accounting/Finance a plus