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Job Details

2020-18743 -

Director, Customer Success, Services Operations and Business Intelligence

Location(s): San Diego, California
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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.

Overview

The Customer Success organization has been on a journey to transform from a contact center driven transactional function to a true customer success center of excellence to drive long term relationships and value for our customers. Our mindset is to champion a culture where we are NEVER satisfied losing a customer by delivering on our promise of complete confidence through our AI Expert driven platform connecting people to experts through professional services. This role will be focused on helping us continue to scale TurboTax’s long-term expert services operating model as we continue to evolve in today’s ever-changing technology landscape.  We are no longer downstream operations but a key embedded feature of our current iteration of products.  This role is focused on scaling services as a product ensuring systemic data and tech led anomaly detection through business intelligence and analytics to ensure insights from voice of customer and systems listening posts to ensure quality of service and scalable processes for the customer and expert experience connecting our customers with financial professionals in our mission of “Powering Prosperity Around the World”.

As we expand our virtual workforce to continue delivering awesome experiences to Intuit customers in new and different ways; we need to enable the quality, execution and curation of a distributed workforce as we continue our transformation from customer care to professional services through data and tech led monitoring and anomaly detection.  We have the unique advantage of having access to over 400 million minutes of conversation and over 1 billion self-help interactions directly from our customers. We must broaden the scope of how we leverage the voice of our customers and cultivate a relationship with deep empathy for every customer as they engage with our products and services. The focus will be to define what can be versus expanding or replicating what is already in play.

Context for the Role:

This data savvy tech led team delivers innovative tech led systems, tools and analytics to enable best in class quality of service, detect process efficiencies via data driven innovation and implements solutions that empower experts to drive complete confidence. Ensure our CG CS infrastructure and logistics (People, Process and Technology) are all in place with highest level of security and rigor to deliver unparalleled expert and customer experiences at scale. Defines operational needs of the future as business models and requirements evolve, defines and updates season readiness playbooks, UAT and systemic monitoring for CG CS specific technologies as measured by Pro/Agent NPS, Abandon Rate, Pro Utilization, Pro Efficiencies (PS/MS, AYG, Delegation) tNPS/PRS, operational excellence, conversion, engagement/talent through Pulse... all relative to best alternative.

If you have a passion for disruption and a track record of success developing and launching data capabilities for technology led online products for consumers, we’d like to hear from you!

What you'll bring

We are looking for a seasoned executive with a minimum of 15 years as a senor business leader in a technology or SaaS organization that delivers transformative, delightful data driven customer experiences and growth

Experience leading the change management journey of an organization with a focus on modernizing operations, business intelligence, systems & logistics to enable a large, distributed virtual workforce to provide world-class professional services to millions of customers in an online, connected world

Influence & partner with key internal stakeholder teams: Sr. Leadership, Product Development, Product Management, Design and Marketing to ensure shared vision and the ability to prioritize and drive initiatives forward

Create an environment of innovation and continual improvement to re-imagine how we deliver the customer experience

Exceptional ability to collaborate, influence, mobilize and energize complex cross-org and cross-functional teams to implement creative, innovative, best in class solutions

Organizationally savvy, with good interpersonal effectiveness, influence, and ability to get things done through both formal and informal means

A passion for delighting customers through innovative experiences is the central theme of this role

Must exhibit strong people leadership… the ability to inspire an organization to deliver Awesome experiences

How you will lead

Responsible for overseeing the scope & complexity of delivering awesome professional services to millions of customers across TurboTax. This role enables us to accelerate our vision to be the AI Expert driven platform allowing us to scale services operations and deliver more efficient services operating model at scale

This role will have 4 direct reports and a total org of 25 full time employees including additional seasonal staff leading the following capabilities: Business Operations, Service Excellence and Quality, Platform Systems and Expert Tools and Business Intelligence

Responsible for systems & service design requirements: Customer experience requirements for human-assisted workflows (e.g. routing, channels, etc…) and expert tool requirements (CRM, telephony, etc. 2) Analytics & Business Intelligence: drive understanding and actionable insights into our customer’s experience, and the experts that serve them -  via data & statistical analysis, modelling, and visualization through speech and text analytics platform 3) Manage voice of customer listening posts and systemically monitor quality of service, systems and tools diagnostics and feedback loop programs to ensure our experts are delighted and doing the best work of their lives. Manages cross functional teams across segments and ecosystem

This leader will use data, customer & agent insights, and world-class technology solutions to drive change and to continuously improve the customer and expert experience

Lead across Consumer Group and Intuit to define and deliver the technology, systems and operational rigor to support the workforce of the future at scale

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Gleb Intuit employee
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Liron Intuit employee
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Morag Intuit employee
"It’s important to always strive for improvement, even if you’re already in a good place."
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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."
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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."
Carl at work
Carl Intuit employee
"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."

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