Senior Manager 2, TurboTax Live Service Delivery

Job Overview

Join the Intuit Customer Success Team and play a pivotal role in the TurboTax Live Service Delivery team.  We are looking for an individual to help build and manage front-line experts with a new innovative approach to driving high touch customer service for customers looking to have their taxes prepared and get questions answered in person.  This approach leverages on-site experts in consumer settings to assist TurboTax customers with product-related questions and seamlessly connect them with tax professionals for virtual tax preparation. Be a part of a dynamic team dedicated to bringing our world-class tax services directly into our customers' communities.  

Responsibilities

• Build customer-focused pop-up locations across the US that deliver exceptional service and value. Specific goals include maximizing operational Key Performance Indicators (KPIs), ensuring consistent service quality expectations and managing a diverse network of third party partners and internal employees.
• Collaborate with partners throughout the organization to create and implement a new service model, developing a plan for execution and ensuring consistent deployment across multiple locations.
• Aim to consistently enhance experiences by leveraging data and Voice of the Customer (VOC) to drive innovation and the development of new services.
• Create and drive mission teams that focus on solving business problems with velocity.
• Travel to and visit on-site locations for quality monitoring, process assessment, and ongoing training.
• Drive transformational innovation and tech-led scalable solutions to customer, expert, and business problems.
• Create an environment that champions innovation and continuous improvement.

Qualifications

• It is expected that this role will require up to 60% travel, with travel requirements up to 85% during peak tax periods.
• A minimum of three to five years in a formal leadership or people management role, along with project management experience, is required. Experience in leading and managing multiple retail locations is highly preferred.
• Demonstrated ability to adapt to changes while working in a startup setting within a larger organization.
• Experience managing large scale projects that span multiple stakeholder groups, as well as articulating project status and escalating issues to third-party partners, peers and senior leaders. 
• Strong track record of leading a diverse workforce through goal setting, performance management and creating an inclusive environment of trust, transparency, and clear expectations.
• Strong analytical capabilities with proven ability to leverage data and analytics to drive performance management and decision making.
•  Excellent interpersonal, communication, and presentation skills.
• Credentialed tax professional licensed to practice before the IRS and/or understanding of IRS procedures a plus, but not required.
• Bachelor’s degree in a relevant tax or personal finances field of study or equivalent experience required.