Group Manager, TurboTax Live Service Delivery

Job Overview

Come join the Intuit Customer Success team as a Service Delivery Group Manager in TurboTax Live where you will play an integral role in scaling services that serve millions of customers every year while being at the forefront of driving company growth. In this role, you will be a key leader in the design, build and delivery of a new innovative approach to serving customers on-site in various consumer settings nationwide.

With a particular focus on building relationships with third-party partners and building scaled in-person customer service management structures, you will create an environment where experts are empowered to do the best work of their lives and create exceptional customer experiences. In addition to developing the overall Expert Network team, you will play a key leadership role in the Intuit Customer Success organization while staying closely linked to our other tax segments and partner organizations.

Responsibilities

• Build relationships, credibility and trust with third-party partners by valuing diverse perspectives and setting a clear vision of performance expectations.
• Lead multiple third-party partner relationships, including overseeing overall partner performance and ensuring consistency and rigor exists across all experiences.
• Strategically lead a team of distributed direct reports and partner with cross-functional leaders to build and deliver a service model that brings value to customers and furthers business growth goals.
• Lead from the front in the designing, building and delivery of a new on-site service model with an eye towards the ability to significantly scale in the future.
• Exhibit a relentless passion and commitment to delivering for customers with deep customer empathy and a “we always make it right” mindset.
• Operate as a strategic, vision-setting leader while also providing support as a hands-on leader when required.
• Consistently embrace the ambiguity that exists when establishing a new service offering, through boundaryless leadership, rapid decision making, and being respectfully fearless to ensure delivery of business outcomes.

Qualifications

• Bachelor's degree with advanced degree preferred or equivalent work experience.
• Minimum 6-8 years leadership and management experience, including a minimum of 5 years of in-person customer service management and/or large-scale retail management experience across a broad set of multiple locations.
• Proven track record of establishing and managing multiple third-party partner
• Demonstrated ability to lead a large scale project E2E, including initial inception to full
• Strong interpersonal, communication and collaboration skills with the ability to rapidly iterate and adapt in a high-velocity environment.
• Strong analytical capabilities with proven ability to leverage data and analytics to drive performance management and decision making.
• Familiarity with and/or understanding of the complexities involved in a retail tax practice a plus
• 50% travel required throughout the entirety of the year, with travel up to 75% during peak tax periods.