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Service Operations and Process Excellence LeaderLocation(s): Plano, Texas - Fredericksburg, Virginia - Tucson, Arizona
Join our mission
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.
Come join the ProConnect Group as Leader of Service Operations and Process Excellence in Customer Success, providing strategic leadership to improve our customer experience delivery and optimize processes across assisted and digital experiences.
What you'll bring
- Experience leading Customer Success programs that focus on optimizing customer experience processes in service to delivering measurable customer benefit and driving efficiency.
- Analytical skills with the ability to assimilate multiple data sources and inputs to assess CS performance and drive remedial short and long term actions.
- Possessing an Innovation and Continuous Improvement mindset, creating an environment which is constantly seeking new ways to deliver for our customers across multiple channels and improve our processes.
- Must exhibit strong people leadership… the ability to inspire and influence an organization to deliver and champion awesome customer experiences...demonstrated success in working cross functionally to deliver improvements across end to end experiences.
- Exceptional ability to mobilize and energize our platform partners and cross-functional teams to implement creative, innovative, best in class solutions.
- Proven track record in diagnosing CS performance and driving improvements.
- A passion for delighting customers through innovation and driving rigor to assess and respond to customer pain.
- Excellent communication skills with the ability to tell a story through data and galvanize our teams and partners to own and drive improvements.
- The ability to develop clear, compelling business cases that support the prioritization of CS initiatives and associated trade offs.
- Strong program management skill set to own and drive related initiatives to completion.
How you will lead
We are looking to fill a leadership role within ProConnect Group Customer Success to partner across our teams to deliver outstanding customer experience performance and drive process excellence.
As a key member of our Customer Success Leadership Team, this role will influence strategy and performance across the entire end to end experience and create an inspirational environment that empowers our teams to do the best work of their lives.
This leader will own our capability to improve processes spanning our assisted and digital experience and deliver meaningful efficiency and customer experience improvements in how we work.
This role will play a critical part in delivering an exceptional experience to our customers, partnering with our platform team to diagnose and understanding drivers of performance and collaborating with leaders to drive meaningful improvements. Based on key insights this leader will own and drive initiatives to improve our performance, technology and processes in the short and medium term, as well as nailing key moments of truth such as tax season.
"When I encounter a technical problem, I feel driven to find a solution that is simple, human, and easy to understand."
"At Intuit, I have everything I need to be a great data scientist, from rich datasets to inspiring colleagues."
"It’s important to always strive for improvement, even if you’re already in a good place."
"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."
"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."
"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."
"Designing at Intuit feels special because we're not just making things to make things. We're tackling real, consequential financial problems voiced by small businesses, self-employed, and individuals around the world. I'm grateful to have such a worthy and motivating mission when I go to work – powering prosperity around the world."
"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."
"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."
"We use the latest Native frameworks for iOS and Android to deliver a truly delightful mobile-first experience for our customers. I love that we're enabling millions of customers to improve their financial health, all under a world-class mobile experience."
"It's a great feeling knowing that when you push out a new feature or fix, our customers notice it and really love the work that we do! Here at Intuit, not only do we have the freedom to work with the newest technologies, but we value solving challenging financial problems for our customers above everything else."
"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."
"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."
Hear from our employees
Conrad De Peuter
Senior Data Scientist - Machine Learning Futures Group
Conrad leverages tools like natural language processing and machine learning to help tax analysts and small business owners use TurboTax and QuickBooks more efficiently. For Conrad, Intuit is a great place to learn, grow, and take full ownership of your career path.
Be part of a world-class culture
We know that innovation thrives in an inclusive environment. We want employees with a wide range of life experiences to bring new ideas and perspectives to the table.More about our culture play_arrow
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Benefits we offer
People who give their best deserve the best in return. We offer rewards that include everything you’d expect, and even more that you wouldn’t. Enjoy the best in class perks and benefits at Intuit.More about our benefits play_arrow
Our culture and entrepreneurial spirit have earned us a spot on “Best Companies to Work For” lists year after year. Join us in our mission to power prosperity around the world.
EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.