Customer Service & Support

Job Overview

At the center of any great services organization is an operations strategy that can drive sustainable growth with speed, certainty and security.  Amazon, FedEx, and even UPS come to mind as large-scale companies that fuel operational excellence to power amazing customer experiences. And that’s our aspiration. To achieve this same level of scale and growth, we must revolutionize our Customer Success operations function; investing in data and tech-led capabilities to realize our full potential as a platform company.

The Customer Success team is executing on key company-wide initiatives to help deliver against our vision and strategy. Customer success is no longer downstream care operations but is a critical component of Intuit’s growth through the delivery of services. This role is focused on services as a product, connecting our customers with financial professionals in our mission of “Powering Prosperity Around the World”.

This leadership role, Director, Network Expert of Choice will report into the VP, Continuous Improvement within the Customer Success Organization and be an embedded leader coach focused on accelerating the "Expert Network of Choice" strategic pillar. Also, as the head of the team’s COE, you will focus on developing and maintaining Lean methods/tools/process standards, Lean L&D to enable scaling, developing/maintaining robust change management, process quality/adherence practice, Manager/Leader Standard Work, Building Lean Craft, Leadership Gemba Series, and also Communications (Air War).

As we scale our workforce to continue delivering awesome experiences to Intuit customers in new and different ways; you will be responsible for enabling the quality, execution and profitable operating margin for a distributed workforce of experts as we continue our transformation from customer care to professional services. A key deliverable of this role will be to create a culture of continuous improvement and operational excellence through LEAN frameworks and efficient tech-led processes to enable long term profitability against our services operating models. This role will also encompass product engagement and leadership, technology knowledge and application, high availability service, business acumen and go-to-market strategies.

Your innovative leadership will help us think differently and shape the product’s trajectory by working with senior leadership to define strategy, success metrics and the supporting details of our long-term growth plans. Your focus will be to define what can be versus expanding or replicating what is already in play.

This position within Intuit’s Customer Success Services Operations organization will build the nervous system that intelligently and securely connects people to experts at scale. Customer Success at Intuit has entered a new stage of growth, and over the next 3 years we will introduce multiple new services offerings and expand globally. As we grow, the scale and speed in how we leverage data driven innovation and technology will be paramount to our source of competitive advantage…our flexible and AI driven operations. It is critical to ensure our highly complex system operates as efficiently and free from waste as possible to enable the experiences we desire for experts, customers, and our employees.

Qualifications

• A seasoned leader with at least 10 years of experience in Lean Implementation who has led a successful cultural transformation. Also has deep Six Sigma and Business Process Reengineering experience driving significant technology and process innovation.

 

• Must exhibit strong people leadership, with the ability to inspire an organization to deliver Awesome experiences and a passion for employees’ growth and development.

 

• Has a proven track record of building a Lean support system that provides Lean coaching, and education across the enterprise. Has a deep understanding of a Lean supportive management structure across team leads, supervisors, managers, executives, and has experience in implementing these structures enterprise-wide.

 

• Must have strong executive presence and be a compelling communicator across all levels of the organization to win hearts and minds. Good listener and problem solver; solutions oriented and great at simplifying complex topics. Knows when to dive deep, and when to stay at a higher level. Must have a very strong pulse on the metrics driving the business.

 

• Clearly exhibits a systems thinking mindset, and can apply the appropriate framework at the right time, or create a new one as needed. Not dogmatic about structure, but pragmatic on knowing when to apply. Ability to navigate complex problems & issues, ask questions, and get to the root of what’s driving the specific issue, and develop a structure for resolution so others can make a decision. 

 

• Organizationally savvy, with good interpersonal effectiveness, influence, and ability to get things done through both formal and informal means. Exceptional ability to collaborate, influence, mobilize and energize key stakeholders and complex cross-org and cross-functional teams to implement creative, innovative, best in class solutions.

 

 

• Manages conflict constructively; Ability to push back, debate, and disagree in a constructive, respectful fashion. Creates an environment where the outcomes win, where all voices are heard, where impact to Intuit is recognized, and conflict is managed in a way that fosters trust and candor.

 

• Is curious about what makes up Intuit’s DNA and leverages our organization’s strengths to build Intuit’s future state Lean Operating System.

Responsibilities

• Develop and maintain Lean methods, tools, and process standards for Intuit’s Customer Success organization and work across business units to maintain consistency in Lean methods.

 

• Build, recruit and hire a world class team of practitioners Lean and Six Sigma expertise to coach and teach organizations across Intuit Customer Success, building proficiency and application of new frameworks to drive operational excellence and process transformation. Lead and inspire the team with a compelling vision, and provide the right environment, feedback, coaching and growth opportunities to enable them to do the best work of their lives.

 

• Understanding core strategic customer and expert needs, build and implement Lean Transformation to increase expert productivity, build expert proficiency, increase expert utilization, reduce expert overhead, automate quality and drive efficient operations, all with a continuous improvement culture and mindset.

 

• Cultivate and scale a world-class operations organization through the development, implementation and on-going iteration of capabilities built around operational efficiency, customer satisfaction, customer retention, and team member retention. This includes Implementing an enterprise-wide Lean Operating System on a rapid timeline.

 

• Create an environment of innovation and continual improvement to re-imagine how we define and deliver customer experiences.

 

• Build a lean culture of continuous improvement across the Intuit Customer Success Ecosystem, implementing scalable best practices and ongoing programs to enable teams to maximize their efficiency and simplify how they work.

 

• Build an innovative and inspiring “coaching culture” where diverse team members can thrive in an inclusive environment. Work with direct team and cross-functional partners to find learnings from real-life situations to set and improve metric-based goals; consistently drive teams towards higher performance and quality expectations.

 

• Support cross-functional teams across Intuit on their continuous improvement journey by guiding them through an understanding of Lean /Six-Sigma concepts, Kaizen events and other process improvements methods to drive key KPIs in cost, delivery, and quality. This includes a “gemba first” approach to their work that can be measured by specific metrics and outcomes.

 

• Drive adoption of Lean Continuous Improvement and Six Sigma including KPI definition and standardization principles on ensuring quality of service, anomaly detection and business process reengineering across service delivery design and platform teams.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is CA $238,412 - $322,558. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing pay equity for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.

Award-winning culture, best-in-class benefits