Intuit - Mountain View, CA
posted 2 months ago
As the Group Manager, you will collaborate with cross-functional teams to design and optimize the customer journey and end-to-end experience with QuickBooks Live service offerings. You will ensure that customers are connected to the right experts who can best address their unique needs and ensure there are no dead ends in their interaction with our services. Ultimately, you are responsible for driving confidence among our customers as they use QuickBooks to manage and grow their business. This is a fast-paced, highly collaborative environment that requires a dynamic individual who can dive deep into details while maintaining a strategic perspective. Leading a team of service experience managers and designers, you'll define how we deliver benefits to customers through our experts, measure efficiency, and identify opportunities that make a meaningful impact to our bottom line. We are looking for an extraordinary leader who is passionate about disrupting the status quo, creating new offerings proven to drive customer benefit and business growth, and building high performing teams. This role is directly accountable for innovating and experimenting to deliver amazing experiences for every QuickBooks customer interacting with our knowledgeable and vast team of experts. You will establish service experience design and service levels, including standardizing the processes and prioritizing protocols to enable experts to deliver customer benefits at scale. Continually optimizing and adapting operations to maximize ROI and deliver positive experiences for our valued customers is also a key responsibility. You will lead the formulation and execution of a comprehensive service experience strategy with a focus on compliance needs including business tax, sales tax, and payroll tax. Additionally, you will apply design thinking principles to innovate and create seamless, intuitive service experiences that deliver customer benefits proven to drive customer retention.