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Job Details
2021-26387 -

Group Manager of Strategic Operations

Location(s): Tucson, Arizona; Mountain View, California; San Diego, California
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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 Small Business and Self-Employed Group Customer Success team is seeking an experienced and collaborative Group Manager of Strategic Operations. We are looking for a seasoned operations leader with a passion for innovation and technology, to help us revolutionize the way the world does business. As a leader on this team, you will have responsibility for driving operational rigor, providing inputs for forecasting/capacity planning and managing staffing including ramp management, headcount reconciliation and invoice management for the over 5000 experts supporting QuickBooks customers running their businesses worldwide.

You will help create an environment that will allow our experts to do the best work of their lives. In addition to leading Strategic Operations for our Assisted delivery, you will play a key leadership role in the Small Business and Self-Employed Assisted Delivery organization while staying closely linked to our Intuit Customer Success organization, segment partners and other partner organizations.    

What you'll bring

This role is our control tower in Customer Success. You will be a cross-functional leader from day one, and  will lead  a similar minded team to quickly address the challenges in our operations.

 

  • Proven leader in standing up high-performing cross functional teams, effectively leveraging internal and external resources to get big things done.  
  • 5-7 years experience with Contact Center operations (forecasting, capacity planning and real time operations frameworks strongly preferred
  • Obsessed stakeholder manager with excellent communication skills who can tell a clear and succinct story from data. A reliable partner that drives confidence of business partners through data and insights.  
  • Love data, analytics, and can derive insights quickly from complex sets of data. Have knowledge of data analysis tools such as Altryx, Tableau, SQL an advantage.

 

  • Analytical bachelor’s degree (Economics, Finance, Engineering, Science), with Master’s degree in a related field preferred (MBA would be ideal).
  •  8-10+ years experience, with a heavy emphasis in Operations, including process design. Bonus points if you’ve done this in a Customer Success and/or Service Operations context.
  •  Proven experience as a cross-functional leader, preferably in a tech environment, and have managed a high performing team with strong analytical skill sets.

How you will lead

  • Drive operating rhythm across SBSEG and Intuit Customer Success teams, including operating performance reviews, efficiency progress reviews and leadership read-outs
  • Efficiency management - build efficiency models, create processes to track progress against targets, support teams to achieve efficiency models as needed through rigorous input/output reviews and targeted mitigation planning
  • Manage operational outcomes for a workforce of thousands (both internal employees and with strategic outsourced partners), through the development of high performing direct reports and partner managers.
  • Manage service delivery experience for our customers through a collection of support channels – inbound phone, callback, and chat)
  • Create & drive communication strategy within Assisted Service Delivery teams & across SBSEG and Intuit Customer Success
  • Find the “so what” in our data: You’ll know exactly what KPIs matter the most, and you’ll work across Expert Operations & Planning, CS platform teams, BU Success Leaders and other business stakeholders to understand key drivers of our business performance.
  • Communicate clearly to all critical business partners (internal business and external service parties) the state of our operations and drive root cause analysis and mitigation plans where needed to ensure we maintain and improve our joint customer outcome. 
  • Monitor implementation of critical actions and ensure they drive desired business outcomes.
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"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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"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
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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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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."
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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."
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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."
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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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