Group Manager Customer Experience, QuickBooks Live Service Experience Mgmt.

Job Overview

As the Group Manager, you will collaborate with cross-functional teams to design and optimize the customer journey and end-to-end experience with QuickBooks Live service offerings. You will ensure that customers are connected to the right experts who can best address their unique needs and ensure there are no dead ends in their interaction with our services. Ultimately, you are responsible for driving confidence among our customers as they use QuickBooks to manage and grow their business.

This is a fast-paced, highly collaborative environment that requires a dynamic individual who can dive deep into details while maintaining a strategic perspective. Leading a team of service experience managers and designers, you'll define how we deliver benefits to customers through our experts, measure efficiency, and identify opportunities that make a meaningful impact to our bottom line. 

We are looking for an extraordinary leader who is passionate about disrupting the status quo, creating new offerings proven to drive customer benefit and business growth, and building high performing teams. 

Responsibilities

• This role is directly accountable for 1) innovating and experimenting to deliver amazing experiences for every QuickBooks customer interacting with our knowledgeable and vast team of experts, 2) establishing service experience design and service levels, including standardizing the processes and prioritizing protocols to enable experts to deliver customer benefits at scale, and 3) continually optimizing and adapting operations to maximize ROI and deliver positive experiences for our valued customers.
• Service Experience Strategy Development:  Lead the formulation and execution of a comprehensive service experience strategy with a focus on compliance needs including business tax, sales tax and payroll tax.  Own the scoping and planning of deliverables, expert skill requirements, and timelines to execute service offerings.
• Design Thinking Application:  Apply design thinking principles to innovate and create seamless, intuitive service experiences that deliver customer benefits proven to drive customer retention.
• Cross-functional Collaboration:  partner closely with Product Management, Marketing, Sales, and Service Delivery teams to design holistic service experience solutions that result in trajectory changing business growth.
• Customer Feedback and Insights:  Utilize customer feedback, market research, and data analytics to drive insights and inform service experience enhancements.
• Performance Metrics and Analysis:  monitor and analyze service experience and monetization metrics to understand the effectiveness of service experience strategies and identify opportunities for improvement.  
• Technology Integration:  partner with product management and our Virtual Expert Platform team to leverage technology solutions that enhance service delivery efficiently and drive customer engagement.

Qualifications

• Proven leader with experience in a services based industry or SaaS organization, with 5+ years in a leadership role driving business results through improved customer experiences in Customer Success, Product Management, Product Marketing or similar functions.
• Undergraduate degree in a business, technical, or science discipline; MBA or advanced degree preferred; Equivalent work experience considered.
• Proven experience in service experience strategy, customer experience design, or related field with a focus on service delivery.
• Proven ability to design and implement service experience strategies that improve customer retention and drive revenue growth.
• Strong understanding of customer journey mapping, service blueprints, market research techniques and methodologies, and service design principles.
• Experience applying the Jobs to be Done framework to deliver customer benefits and accomplish desired outcomes.
• Strong cross functional leadership:  ability to inspire an organization to deliver and champion customer experiences that drive retention and growth.  Demonstrated success in building high performing teams through dotted line and direct management including recruiting and retaining top talent.
• Customer service & support expertise:  demonstrated strength managing or working with customer support organizations and operations.
• Excellent analytical skills with the ability to ask the right questions and translate data into actionable insights.
• Excellent communication, presentation, and collaboration skills.
• Familiarity with business tax, sales tax and/or payroll tax is an advantage