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Job Details
2022-35799 -

Director Customer Success Operations

Location(s): San Diego, California; Mountain View, California
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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

In order to accelerate our company mission of “Powering Prosperity Around the World”, the Customer Success organization has been on a journey to transform from a contact center driven transactional function to a true customer success driven capability scaling professional services as a core part of our product. At the center of any great services organization is an operations strategy and function that can help drive sustainable growth with speed and fuel operational excellence to power amazing customer experiences. To achieve this same level of scale and growth, we must revolutionize our operations function; investing in data and tech-led capabilities to realize our full potential as a platform company.

The Intuit Customer Success Operations organization is looking to hire a world class leader as Director of Platform Operations leading a core capability responsible for delivering customized, integrated tech led solutions that fuel Intuit’s unique service offerings intelligently connecting people to experts and creating a culture of continuous improvement.

This is a data savvy team of systems analysts that delivers innovative systems, AI driven capabilities, tools, and analytics to enable best in class quality of service, detect process efficiencies and implements solutions that empower experts to drive complete confidence for millions of our customers across the world.

The team is responsible for defining operational needs of the future as our services operating models evolve across all our customer segments at Intuit and conducting UAT and systemic monitoring for specific technologies. This leader will lead a horizontal capability championing the end-to-end management of the customer lifecycle particularly influencing where customer success assisted strategies can be used to drive deeper relationships and proactively maximize value for our portfolio of customers through data driven AI/ML enabled solutions.

This executive leader will partner with other critical functions like Product, PD, Design, Data and Marketing to ensure we are collectively designing segment specific assisted services experiences that pays off our promise of complete confidence both at the point of need in the product experience and through proactive outreach at moments of truth in customers’ lives where they need financial expertise. This role will also be a key influencer for product engagement and leadership in development of roadmaps, technology knowledge and application, high availability service, and business acumen and go-to-market engagement.

Qualifications

  • A passion for delighting customers through innovative services experiences is the central theme of this role. We are looking for proven leader and motivator, with deep experience building and leading data savvy and technical teams. At least 10-15 years’ experience in a services-based technology industry or SaaS organization, with 5+ years in a leadership role in Customer Success.
  • Must exhibit strong people leadership… the ability to inspire an organization to deliver and champion awesome customer experiences...demonstrated success in building high performing teams including recruiting and retaining top talent and coaching leaders to higher levels of impact.
  • Experience leading Customer Success programs that focus on delivering measurable business outcomes and value. Has driven organizations through rapid growth and global expansion at scale and understand the criticality of operational excellence.
  • Demonstrated ability to effectively influence & partner with key internal stakeholder teams including executive leadership across Intuit, cross functional peers in Product Management, Product Development, Marketing, Design and Data to ensure shared vision and the ability to prioritize and drive initiatives forward in a highly matrixed organization.
  • Can create an environment of innovation and continual improvement to re-imagine how we deliver the customer experience championing the ability to maximize value of our products and services for our customers.
  • Exceptional ability to mobilize and energize complex cross-org and cross-functional teams to implement creative, innovative, best in class solutions.

Responsibilities

  • The teams under this Director leverages combination of skills including business process mapping, systems thinking and technical analysis, hypothesis driven experimentation and UAT, systems and workflow design. This team will own the operations framework for new services engagement models as measured by tNPS, PRS, NPS, Retention, LTV, Resolution, Conversion, Abandon Rate, CPHC Reduction… all relative to best alternative.
  • Your innovative leadership will help us think differently and shape the product’s trajectory by working with senior executive 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. You have a passion for disruption and a track record of success developing and launching technology products for consumers, we’d like to hear from you!
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."
Morag at work
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."
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."
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."
Joylyn at work
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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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.

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