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Job Details
2021-25904 -

Director, Expert Network - Consumer Group Live Services

Location(s): Remote
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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.

Overview

The Intuit Customer Success team is seeking an experienced and collaborative Director to lead the Consumer Group Live Services organization within our Expert Network Services group. As the leader of this team, you will drive outstanding experiences for Intuit customers through our expanding network of Domain Experts.

With a special focus on the professionals who deliver the TurboTax Live service and other professional financial advisory services for consumers globally.  You will help create an environment that will allow these Experts to do the best work of their lives. In addition to developing the Expert Network team, you will play a key leadership role in the Intuit Customer Success organization while staying closely linked to our Consumer Group segment and other partner organizations to create and drive our service delivery strategy.    

What you'll bring

  • 10+ years leadership and management experience, preferably with experience building and leading large teams and organizations including senior leaders; experience leading virtual teams a plus.
  • Excellent leadership and mentoring skills with solid track record in leading change and transforming organizations
  • Experience developing and working in a metrics-driven environment with success in developing methods to achieve KPI expectations
  • Proven track record of innovative problem solving that improves business performance 
  • Excellent communication with broad and senior audiences, interpersonal and collaboration skills, including an ability to communicate complex issues simply. 
  • Must possess experience in developing clear and compelling business cases that support the prioritization of work.
  • Ability to prioritize and balance multiple priorities in a fast-paced environment 
  • Ability to effectively deliver business outcomes
  • Role ideally located near one of our offices, but as we work largely virtually location is negotiable. Some travel will be required.
  • Bachelor's degree with advanced degree or equivalent education preferred.

How you will lead

  • Champion a customer and Expert experience focused environment…drive the Expert Network delivery teams and work with internal partners to deliver innovative, industry-leading experiences at mass scale that build relationships with our customers, resolve customer issues, attract and maintain Experts, and create promoters out of both groups.
  • Manage a complex, highly seasonal, and fast growing workforce of thousands of financial advisory experts internally and externally, through the development of high performing direct reports (Group Managers), Senior Managers and front-line Managers.
  • Drive the team’s impact by championing ways to expand the reach and scope of the team - thinking globally and thinking of other consumer services we could deliver with our unique set of capabilities.
  • Create an environment of innovation in which team members are encouraged to experiment and test new ideas, learning from our successes and mistakes.
  • Partner across Intuit Customer Success and the Consumer Group to ensure an optimal end-to-end customer and Expert experience:
    • Manage, analyze and iterate on these processes with a focus on experience, quality, efficiency and growth.
    • Remove barriers that impede the creation of net promoters and help power the prosperity of our customers by applying data and technology solutions and processes.
  • Advocate and drive requirements with our partner organizations to ensure they deliver the tools and experiences that enable the success of our Experts to deliver winning outcomes and confidence for our customers.
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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."
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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."
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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."

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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