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Job Details

2020-15896 -

Interactive Delivery Leader, Sr. Manager

Location(s): Greater Phoenix/Tucson - Greater San Diego & Los Angeles - Bay Area
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Join our mission

Intuit is a mission-driven, global financial platform company that gives everyone the opportunity to prosper. With products like TurboTax, QuickBooks and Mint, we’re using technology to build solutions to challenging financial problems for millions of people around the world.

Overview

Come join the Customer Success Organization in Intuit’s Small Business and Self-Employed Group (SBSEG). Customer Success is responsible for delivering awesome customer experiences for existing and prospective small business and/or self-employed customers around the world. This leadership role will oversee the management and results of our interactive technologies (bots) in both speech and text platforms. This team will be accountable for using bot technology to transform self-help & self service experiences that inspire confidence and resolve issues. This person should bring a bold and innovative approach to push the boundaries of what is possible to ensure we exceed expectations for every customer. This team will be responsible for continuous improvement, with passion to sweat the details to ensure every experience is perfectly crafted. If you have a passion for disruption and a track record of success innovating with rigor in a fast paced, dynamic environment we’d like to hear from you!

What you'll bring

  • Bachelor’s degree (preferable disciplines: information technology, computer science, or management information systems)
  • 7+ years related experience working in/developing bots and 5+ years managing teams to deliver outcomes as pace required
  • Experience and a deep understanding of Chatbot technologies, partnering with the development and design teams to delivering products such as Lex, Siri, Cortana, Dialogflow required
  • Operational excellence with a proven history of driving rigor, process improvements, and progress around unresolved issues and actions
  • Significant experience in customer journey mapping, a/b testing experience, service optimization, and usage analytics
  • Exceptional ability to perform structured analysis & design following a structured approach; technically proficient in MS Word, Excel, Power Point & Visio
  • Ability to work, build relationships, and facilitate conversations in a matrix organization… networks with and influences internal and external contributors to affect change and optimize solutions
  • Strong interpersonal skills and ability to work well in dynamic team environment
  • Communicates equally well with senior leaders, front-line employees and cross-functional groups
  • Data driven…uses methodologies, metrics, and analysis to plan, assess performance against business goals
  • Drive results through innovation…test hypotheses through experimentation & continuous improvement.

How you will lead

  • Lead a team that proactively identifies customer pain points/opportunities and continuously optimizes existing conversation flows or builds new ones to increase speed to answer and delighting our customers.
  • Extreme ownership of the end to end experience to ensure all goals are achieved
  • Customer driven…thinks customer-in vs. process-out with a relentless focus on delighting customers with strong bias for action and delivering results.
  • Engaging leadership to ensure we continue to laugh & have fun while fostering the necessary growth and continuous improvement of our people
  • Run operational & experience reviews to ensure bots are performing and delivering on the optimum customer experience.
  • Own process and quality improvements while driving a positive impact on experience and cost reduction
  • Collaborate with product managers to ensure platforms are delivering the functionality required to create perfect experiences
  • Cultivate strong working relationships with cross-functional teams and external partners, creating an environment of shared trust and innovation
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"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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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."
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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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"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."
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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."
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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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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"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."
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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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Carl Intuit employee
"I know that as a product manager at Intuit, my impact matters. Our products support millions of small businesses and individuals around the globe with their finances, delivering more money and fueling the success of real people."

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