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Group Manager, TurboTax Live Service Delivery

Category Experts Location San Diego, California; Atlanta, Georgia Job ID 2024-66551
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Company Overview

Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, 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

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.
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Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is Southern California $153,500-207,000. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing pay equity for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.

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