Manager 2, Customer Experience

Intuit - San Diego, CA

Full-time - Senior

San Diego, CA

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

About the position

The Small Business & Self Employed Group (SBSEG) at Intuit is the largest business unit, generating over $5 billion in revenue. This group is dedicated to empowering millions of customers globally through the QuickBooks ecosystem, which includes a wide range of solutions such as accounting, payments, payroll, customer engagement, marketing automation, lending, e-commerce, and time tracking. The organization is on a transformative journey to create an innovative, end-to-end customer growth platform tailored for small and mid-market businesses. This platform aims to help businesses establish an online presence, market effectively, manage customer relationships, gain insights and analytics, receive payments, access capital, pay employees, optimize cash flow, maintain organization, and ensure compliance, all while having expert support readily available. We are in search of a Senior Manager of Customer Experience for the Money Portfolio, someone who is passionate about challenging the status quo and is committed to simplifying and enhancing every customer interaction. This role is pivotal in championing world-class customer experiences that drive prosperity for our customers. As a Customer Experience Leader within the SBSEG Customer Success Team, you will play a crucial role in developing Intuit QuickBooks offerings through innovation and a deep understanding of customer needs. This position reports to the SBSEG Customer Experience Group Manager for SMB Online Services, specifically focusing on Workforce Solutions and Money portfolios. The role can be based in Mountain View, CA; San Diego, CA; or Tucson, AZ.

Responsibilities

• Build, manage, and coach a high-performing team of Customer Experience leaders to achieve outstanding customer and business results.
• Lead the Customer Experience practice within the group, focusing on the Voice of Customer (VOC) Feedback Loop to eliminate pain points and optimize customer interactions.
• Conduct research to identify customer pain points and drive experiments to propose successful solutions.
• Develop end-to-end customer journeys and data sets to drive systemic improvements.
• Champion data-backed storytelling to connect insights to actionable business outcomes.
• Collaborate with cross-functional partners to enhance products, policies, and communication based on customer insights.
• Manage team priorities and work quality, escalating issues as necessary to align leaders without direct authority.
• Serve as a point of contact for business leaders regarding end-to-end customer experiences, addressing opportunities and friction points.

Requirements

• 7-10+ years of Customer and/or Product Management Experience in a fast-paced environment.
• 3-5+ years of experience as a people manager, capable of leading and motivating a team of CX experts.
• Robust analytical and problem-solving skills with experience in using data for customer insights and ROI analysis.
• Strong background in product management or experience design, particularly in SaaS, Self-Help, or CRM environments.
• Ability to communicate effectively and influence stakeholders at various levels of leadership.
• Demonstrated ability to operate independently and interact with senior management to influence strategic direction.
• BA/BS required; MBA strongly preferred.

Nice-to-haves

• Experience in developing online experiences from concept to production.
• Familiarity with customer behavior analysis and journey mapping.
• Knowledge of change management best practices.

Benefits

• Competitive salary range of $170K - $215K annually.
• Comprehensive health insurance coverage.
• 401(k) retirement savings plan with company matching contributions.
• Flexible work hours and remote work options.
• Professional development opportunities and tuition reimbursement.