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Job Details
2022-37316 -

Director, Continuous Improvement, Expert Network of Choice

Location(s): San Diego, California; Plano, Texas
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Company Overview

Intuit is a global technology platform that helps consumers and small businesses overcome their most important financial challenges. Serving more than 100 million customers worldwide, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.

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.
Gleb at work
Gleb Intuit employee
"When I encounter a technical problem, I feel driven to find a solution that is simple, human, and easy to understand."
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Morag Intuit employee
"It’s important to always strive for improvement, even if you’re already in a good place."
Alexandria at work
Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
Emily at work
Emily Intuit employee
"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."
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Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
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Natalie Intuit employee
"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."
Conrad at work
Conrad Intuit employee
"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."
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Joylyn Intuit employee
"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."
Conrad at work
Conrad Intuit employee
"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."
Alexandria at work
Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
Emily at work
Emily Intuit employee
"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."
Troy at work
Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
Photo of Natalie
Natalie Intuit employee
"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."
Emily at work
Emily Intuit employee
"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."
Heather at work
Heather Intuit employee
"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."
Alexandria at work
Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
Troy at work
Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
Jake at work
Jake Intuit employee
"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."
Alexandria at work
Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
Emily at work
Emily Intuit employee
"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."
Breaunna at work
Breaunna Intuit employee
"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."
Chelsia at work
Chelsia Intuit employee
"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."
Troy at work
Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."

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.

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