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Intuit

Group Manager, QuickBooks Live and Accountant Segment

Boise, ID

Overview

In this role, you will be part of a leadership team that is at the center of creating a world class professional organization and an environment that facilitates our leaders and experts in doing the best work of their lives. You will lead a team of Senior Managers in the Expert Network Domain Accountant team. You will be the advocate and voice of this growing team and a key leader in scaling support for new and existing offerings. You will be accountable for driving operational and quality performance across multiple teams, leading change management, driving efficiency and rigor, as well as coaching your leaders to deliver exceptional experiences for our customers and experts. You will play a key leadership role in the Intuit Customer Success organization and partner closely with our Small Business and Self-Employed segment leaders and modern operations team.

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What you'll bring

  • Customer Experience Advocate: 7+ years of leading customer experience, removing friction and delivering stellar human customer experiences
  • Team & Talent Builder: Has substantial leadership experience and a proven track record as a talent steward with proven history of hiring, managing and developing a high performing and engaged team
  • Boundaryless Leader: Cross-functional leadership experience, partnering to influence different functions at all levels
  • Product & Business Acumen: Customer champion with a design mind-set and demonstrated strengths in improving or designing new customer and expert experiences. Has developed clear and compelling business cases that support prioritization of work and investments
  • Customer Success & Support Expert: Proven ability to lead and develop large scale customer success teams and foster a high performance culture in a virtual environment
  • Change Leader: Experience in a dynamic work environment, managing and executing complex system and organizational change initiatives
  • Communicator: You will be fluent in English and have excellent written and verbal communication skills including an ability to communicate complex issues simply. Proficient in MS Word, Excel, and PowerPoint
  • Bachelor's degree or equivalent practical experience, MBA or focus in Accounting/Finance a plus
  • Minimum of 7 years of experience primarily in service delivery or the accounting industry in a people leadership role
  • As this role will require collaboration across multiple teams, it will require up to 20% travel

How you will lead

  • Lead operational performance of our Expert Network teams, delivering on experience, opex and performance targets,
  • Designing solutions that drive customer growth and scale across our service offerings
  • Observing, and understanding customer and expert pain points; identifying problem areas and working cross functionally to drive improvements to the experience
  • Drive innovation through experimentation and partner with our Thrive teams to create the optimum processes for our operational delivery
  • Developing subject matter expertise for new offerings and the existing Accountant ecosystem
  • Collaborate with senior leadership on the vision and strategy for Service Delivery, designing sourcing and footprint strategies for domain experts in the product support ecosystem
  • Collaborate with forecast, demand, and experience teams to determine and improve accuracy and precision in our forecast and operational performance
  • Collaborate with Ops Strategy & Finance Partners to align on operational and financial plans and deliver to target
  • Play a key role in the QB Live leadership team, responsible for driving strategic initiatives and building strong partnerships and influence with our business partners
  • Provide operational and thought leadership by developing priorities and managing operating mechanisms that drive a highly effective and efficient service delivery organization
  • Continue the growth path of partnership with other Live services teams; scoping and planning upskilling to make Accountant Domain the most fungible and dynamic expert support team in SBSEG
  • Establish and own a robust calibration and performance review process to ensure high caliber expert, manager, and senior manager performance beyond peak season
  • Thrives in a dynamic growth environment where high velocity change is seen as an opportunity to grow
  • You will create and promote an "advocacy" culture and mind-set across the organization, which places emphasis on delighting customers in everything that we do
  • You will lead a highly engaged workforce through frequent communication, goal setting, performance management and creating a positive environment of trust, transparency, and clear expectations

Client-provided location(s): Eagle, ID, USA
Job ID: Intuit-ie2eMwb
Employment Type: Other

Perks and Benefits

  • Health and Wellness

    • Health Insurance
    • Dental Insurance
    • Vision Insurance
    • HSA
    • On-Site Gym
    • Mental Health Benefits
    • Life Insurance
    • FSA
    • HSA With Employer Contribution
    • Short-Term Disability
    • Long-Term Disability
    • Fitness Subsidies
  • Parental Benefits

    • Fertility Benefits
    • Adoption Assistance Program
    • Family Support Resources
  • Work Flexibility

    • Remote Work Opportunities
    • Hybrid Work Opportunities
    • Flexible Work Hours
  • Office Life and Perks

    • Casual Dress
    • Commuter Benefits Program
    • On-Site Cafeteria
    • Happy Hours
  • Vacation and Time Off

    • Paid Vacation
    • Paid Holidays
    • Personal/Sick Days
    • Volunteer Time Off
    • Leave of Absence
  • Financial and Retirement

    • 401(K)
    • Financial Counseling
    • Stock Purchase Program
    • Company Equity
    • Performance Bonus
    • 401(K) With Company Matching
  • Professional Development

    • Learning and Development Stipend
    • Mentor Program
    • Tuition Reimbursement
    • Promote From Within
    • Shadowing Opportunities
    • Access to Online Courses
  • Diversity and Inclusion

    • Diversity, Equity, and Inclusion Program
    • Employee Resource Groups (ERG)

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