Manager 3, Customer Experience

Job Overview

If you’re a highly motivated, experienced people manager with an understanding of payroll, and love for continuous improvement, we need you to lead a team of Managers as we transform our Payroll Tax Operations team into a Live services team.  This team is responsible for accurate and timely processing of amendments for Federal, State and Local tax agencies, effectively supporting a critical function for our payroll business. In addition, your role will heavily focus on developing the strategy on how we deliver $100M in new revenue to Intuit over the next fiscal year.

This is an exciting - and challenging - position that requires an operational mindset and experience working across multiple areas of an organization to deliver outstanding results. It also requires a deep commitment to developing team members, and a passion for continually refining processes, experience analyzing data, and clearly articulating and presenting information as well as effective planning and scheduling of resources. 

Imagine a career where your creative inspiration can fuel BIG innovation.  Year-over-year, Intuit has been recognized as a best employer and is consistently ranked on Fortune’s “100 Best Companies To Work For” and Fortune World’s “Most Admired Software Companies” lists. Immerse yourself in our award winning culture while creating breakthrough solutions that simplify the lives of consumers and small businesses and their customers worldwide. 

Intuit is expanding its social, mobile, and global footprint with a full suite of products and services that are revolutionizing the industry.  Utilizing design for delight and lean startup methodologies, our entrepreneurial employees have brought more than 250 innovations to market – from QuickBooks, and TurboTax®, to GoPayment, big data, cloud (SaaS, PaaS) and mobile apps.  The breadth and depth of these customer-driven innovations mean limitless opportunities for you to turn your ingenious ideas into reality at Intuit.

Responsibilities

• Actively seeks out opportunities to involve or integrate those with diverse thoughts and perspectives. Assesses the potential synergies from combining common practices across business units.
• Develop a “care” culture that places emphasis on delighting customers leading to high customer satisfaction and Net Promoters.
• Manage employee satisfaction through frequent communication, goal setting, performance management and creating a positive environment of trust and clear expectations.
• Envisions the future and generates strategies to “change the game” (generally at the project or department level) and generates broad support.
• Develop effective forecasting & capacity planning models that deliver a great customer experience while achieving financial results.
• Functional responsibility for the forecast, demand and real time execution teams.
• Delivers innovation in the short and long term continuously assess, and if necessary, redesign processes to ensure that they are repeatable, sustainable and scalable to drive ease for customers and employees across the organization.
• Responsible for the aspects of performance management including staffing decisions, goal setting, development planning, performance evaluations, performance improvement. 

Qualifications

• 7 or more years of leadership experience in a similar position that includes a high engagement model with manager and employees.
• Operational excellence with proven history of driving rigor & process improvements
• Demonstrated experience managing the end-to-end product lifecycle for consumer or enterprise offerings.
• Talent steward with proven history of hiring, managing and developing a high performing and high-engaging teams.
• Cross-functional leadership experience partnering to influence different functions at all levels.
• Must poses experience in developing clear compelling business cases that support prioritization of work.
• Proficient in MS Word, Excel, and Power Point
• Excellent written and verbal communication skills including an ability to communicate complex issues simply.
• BS or BA Degree preferred or equivalent education and experience.
• Experience with Payroll preferred, but not required.