Overview
Intuit is looking for an innovative Group Manager to lead Product Support Delivery through third parties in the Intuit Expert Network, Partnerships Team. This team is directly involved in enabling Big Bet #2 for the Company, Connecting People to Experts. You will play a key leadership role in the Intuit Customer Success organization and work closely with our Small Business and Self-Employed teams.
The ideal candidate will have a strong background in customer success and contact center operations, working with 3rd party providers, creating and leading high performing teams. This individual will have excellent communication and collaboration skills, is data driven and comfortable in faced past environments.
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Interested candidates should have previous experience managing third party contact centers at scale, domestically and internationally with strong operational management background and a high attention to detail.
We believe diversity and inclusion among our teammates produces better results and is critical to our success as a global company. We are committed to recruiting, developing, and retaining the most talented people from a diverse candidate pool. This role is hybrid with on-site expectations of 2-3 days per week.
What you'll bring
- 7+ years of experience leading operational teams in a large scale operations organization to define and drive process and system improvements
- Boundaryless Leadership: Cross-functional/matrix leadership experience, partnering to influence different functions at all levels
- A track record of designing and delivering radical transformation in customer experiences
- Process Excellence mindset, with experience or understanding of, leveraging process excellence tools and frameworks (e.g. LEAN, Six Sigma, TQM)
- Strong organizational skill set to drive many interrelated initiatives to
- Strong negotiation skills, comfortable navigating financial conversations, and dealing with potential churn
- Proficient in the use of a personal computer and its applications, including Windows and Windows based applications (Word, Excel, Power Point, etc.) or Google Suite
- As this role will require collaboration across multiple teams, it will require up to 15% travel
- Experience in both B2C and B2B service delivery preferred
- Familiarity with Tax or Booking operations preferred
- Undergraduate degree required; advanced degree preferred
Competencies:
- Embodies and models the 'Never satisfied with losing a customer' attitude
- A coach that loves developing people, embraces empowerment, accountability, and a high performance culture creating a team that is constantly seeking new ways to deliver value and protect Intuit and its customers
- A leader who brings partners together to solve problems with high velocity
- Demonstrates strong and effective leadership skills and ability to operate comfortably within a complex cultural and global environment
- A builder who wants to help Expert Network reach its full potential
- Collaborative, highly analytical leader with an ability to make data-driven decisions and to translate identified opportunities into compelling business insights and actionable plans
- Ability to identify when a decision or tradeoff is needed, drives tradeoff discussions and provides data driven recommendations to stakeholders for decisionsing
- Embraces change and contributes to the development of high performing teams
- High level of intellectual curiosity
How you will lead
- Owns the customer experience in all customer-product expert interactions
- Establish a high-performance culture through rigorous partner management craft, ambitious goals and effective delivery to ensure goal attainment
- Acts as a single point of contact for operational issues with these partners
- Partner with cross functional stakeholders in customer success, product, Thrive and support teams ensuring all data is being used to make process/performance improvements
- Recommend actions and process changes to drive solutions to negative outliers or trends
- Constantly strive for process improvement by providing operational insights and subject matter expertise
- Ability to recognize and escalate matters appropriately when faced with progress blockers
- Provides coaching to partner leadership to increase their effectiveness in providing awesome customer experiences
- Analyze data and gather partner/expert feedback to identify customer and expert pain points and drive initiatives to eliminate or mitigate impact
- Assists with development of staffing plans and leads implementation with assigned partners
- Ensures partner compliance with Intuit policies and procedures