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Job Details
2024-49143 -

Service Experience Manager, Customer Success

Location(s): Toronto, Canada
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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

The Customer Success team delivers award-winning service and support experiences to accountants and small business owners using our products: QuickBooks Online, QuickBooks Accountant, QuickBooks Self-Employed and QuickBooks Time.

Your core daily responsibilities will enable you to  design and implement operational management systems to monitor the business health of Human Assisted Offerings. You will optimize existing offerings and drive cross-functional efforts to test, optimize, and tune customer and expert experiences. You will also be accountable for all business expense management decisions and driving the resource allocation strategy for all Human Assisted Offerings.

The successful candidate will have exceptional problem-solving abilities, excellent communication skills, strong interpersonal skills, and cross-functional collaboration experience. This individual will be driven by data insights and insights.

This role is an individual contributor partnering with the Customer Success ecosystem: Service Experience Design, L&D, Incident Management, Change Management as well as our outsourced partners who deliver the support experiences to our customers. You will also work with key stakeholders across Marketing, Sales and Product.

Qualifications

  • Professional experience with proven success designing and launching services focusing on people, processes and technology that have been implemented in the real world
  • Relevant bachelor’s degree from a 4-year college or university, or equivalent experience
  • Deep expertise in managing customer success -human assisted- operations
  • Solid understanding of program management principles and practices
  • Experience using customer journey mapping and cross team collaboration tools

Responsibilities

  • Monitor business performance health of the Human Assisted Offering
    • Design operational management system to monitor business health - Develop the management system to build structure and rigor in monitoring business health by various dimensions (i.e. customer segments, expert personas, revenue and cost)
    • Monitoring critical KPIs E2E to drive overall performance through accountable teams (I.e BU KPIs = TNPS, Issue Resolution, Revenue, Retention, Lead Pass)
  • Design Business Continuity Planning for Human Assisted Offering
    • Design Business Continuity Readiness Playbook for all Human Assisted Offering - Create and design playbooks of plans to address disruption in customer experiences (Business Continuity Planning, Customer segment prioritization, business parameters/thresholds for exercising defcon levers)
  • Optimizing existing Human Assisted Offerings
    • Driving crossfunctional efforts to test/optimize/tune customer and expert experiences in Human Assisted Offerings (i.e. proactive outreach service design to the customer based on VOC or KPI signal, hypothesis driven experimentation on existing offerings)
  • Human Assisted P&L Operational Management
    • Accountable for driving all business expense management decisions related to the human assisted portfolio - Manage and approve all operational spend with ultimate accountability for overall spend for Human Assisted Offerings - (i.e approval of Lock and invoices, determine the labor investment strategy and deciding if the ROI is there to scale any offering)
    • Drive the resource allocations strategy for all human-assisted offerings - design the labor strategy and frameworks, investment and scaling decisions to meet the business unit expense envelope
  • Understand the business
    • Have a deep comprehension of omni-channel customer support operational frameworks in the contact center
Gleb at work
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."
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."
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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."
Chelsia at work
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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