Group Manager Customer Experience, QuickBooks Live Service Experience Mgmt.

$198,500 - $268,500/Yr

Intuit - San Diego, CA

Full-time - Manager

San Diego, CA

10,001+ employees

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

About the position

As the Group Manager for Customer Experience at Intuit, you will play a pivotal role in enhancing the customer journey and optimizing the end-to-end experience with QuickBooks Live service offerings. Your primary responsibility will be to ensure that customers are seamlessly connected to the right experts who can address their unique needs, eliminating any potential dead ends in their interactions with our services. This role is crucial in driving customer confidence as they utilize QuickBooks to manage and grow their businesses. In this fast-paced and highly collaborative environment, you will lead a team of service experience managers and designers. Your focus will be on defining how we deliver benefits to customers through our experts, measuring efficiency, and identifying opportunities that can significantly impact our bottom line. We are seeking an extraordinary leader who is passionate about disrupting the status quo, creating innovative offerings that drive customer benefits and business growth, and building high-performing teams. You will be responsible for innovating and experimenting to deliver exceptional experiences for every QuickBooks customer interacting with our knowledgeable team of experts. This includes establishing service experience design and service levels, standardizing processes, and prioritizing protocols to enable experts to deliver customer benefits at scale. Continual optimization and adaptation of operations will be essential to maximize ROI and ensure positive experiences for our valued customers.

Responsibilities

• Innovate and experiment to deliver amazing experiences for every QuickBooks customer interacting with our knowledgeable team of experts.
• Establish service experience design and service levels, standardizing processes and prioritizing protocols to enable experts to deliver customer benefits at scale.
• Continually optimize and adapt operations to maximize ROI and deliver positive experiences for customers.
• Lead the formulation and execution of a comprehensive service experience strategy focusing on compliance needs including business tax, sales tax, and payroll tax.
• Own the scoping and planning of deliverables, expert skill requirements, and timelines to execute service offerings.
• Apply design thinking principles to innovate and create seamless, intuitive service experiences that drive customer retention.
• Partner closely with Product Management, Marketing, Sales, and Service Delivery teams to design holistic service experience solutions that result in significant business growth.
• Utilize customer feedback, market research, and data analytics to drive insights and inform service experience enhancements.
• Monitor and analyze service experience and monetization metrics to understand the effectiveness of service experience strategies and identify opportunities for improvement.
• Partner with product management and the Virtual Expert Platform team to leverage technology solutions that enhance service delivery and drive customer engagement.

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 in Customer Success, Product Management, Product Marketing, or similar functions.
• 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 methodologies, and service design principles.
• Experience using the Jobs to be Done framework to deliver customer benefits and accomplish desired outcomes.
• Strong cross-functional leadership skills with the ability to inspire the 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 and support expertise, with demonstrated strength 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, high-growth environment.
• Familiarity with financial technology products and services.
• Knowledge of customer experience metrics and KPIs.

Benefits

• Competitive compensation package with a strong pay-for-performance rewards approach.
• Cash bonus eligibility.
• Equity rewards and benefits in accordance with applicable plans and programs.