Group Manager Customer Experience, QuickBooks Live Service Experience Mgmt.

Intuit - Mountain View, CA

Full-time - Manager

Mountain View, CA

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

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.

Responsibilities

• Collaborate with cross-functional teams to design and optimize the customer journey and end-to-end experience with QuickBooks Live service offerings.
• Ensure customers are connected to the right experts to address their unique needs and eliminate dead ends in their interactions with services.
• Drive confidence among customers using QuickBooks to manage and grow their business.
• Lead a team of service experience managers and designers to define how benefits are delivered to customers through experts.
• Measure efficiency and identify opportunities that impact the bottom line positively.
• Innovate and experiment to deliver exceptional experiences for QuickBooks customers.
• Establish service experience design and service levels, standardizing processes and prioritizing protocols for expert delivery.
• Continuously optimize and adapt operations to maximize ROI and enhance customer experiences.
• Lead the formulation and execution of a comprehensive service experience strategy focusing on compliance needs.
• Apply design thinking principles to create seamless service experiences that drive customer retention.
• Utilize customer feedback, market research, and data analytics to inform service experience enhancements.
• Monitor and analyze service experience and monetization metrics to identify opportunities for improvement.
• Partner with product management and the Virtual Expert Platform team to leverage technology solutions that enhance service delivery.

Requirements

• Proven leader with experience in a services-based industry or SaaS organization, with 5+ years in a leadership role driving business results through improved customer experiences.
• Undergraduate degree in a business, technical, or science discipline; MBA or advanced degree preferred; equivalent work experience considered.
• Proven experience in service experience strategy, customer experience design, or related field with a focus on service delivery.
• Proven ability to design and implement service experience strategies that improve customer retention and drive revenue growth.
• Strong understanding of customer journey mapping, service blueprints, market research techniques, and service design principles.
• Experience applying the Jobs to be Done framework to deliver customer benefits and accomplish desired outcomes.
• Strong cross-functional leadership skills to inspire an organization to deliver and champion customer experiences that drive retention and growth.
• Demonstrated success in building high-performing teams through dotted line and direct management including recruiting and retaining top talent.
• Customer service & support expertise with experience managing or working with customer support organizations and operations.
• Excellent analytical skills with the ability to ask the right questions and translate data into actionable insights.
• Excellent communication, presentation, and collaboration skills.
• Familiarity with business tax, sales tax, and/or payroll tax is an advantage.

Nice-to-haves

• Experience in a fast-paced, highly collaborative environment.
• Familiarity with design thinking principles and methodologies.