Group Manager, TurboTax Live Service Delivery

Overview

The Intuit Customer Success team is seeking an experienced Group Manager to help lead Service Delivery within our Expert Network team. As a leader on this team, you will have responsibility for delivering an outstanding experience for Intuit customers through our expanding network of Domain Experts.

With a particular focus on tax professionals who deliver the TurboTax Live services across the United States and Canada, you will help create an environment that allows these Experts to use their craft to do the best work of their lives. In addition to developing the Expert Network team, you will play a key leadership role in the Intuit Customer Success organization while staying closely linked to our Consumer segment and other partner organizations.

• Bachelor's degree with advanced degree preferred
• Minimum 6-8 years leadership and management experience, preferably with experience leading large teams and scaled operations; experience leading virtual teams a plus
• Excellent leadership and mentoring skills with solid track record in leading change and transforming organizations
• Strong analytical capabilities with proven ability to leverage data and analytics to drive performance management and decision making
• Proven track record of innovative problem solving that improves business performance
• Excellent communication, interpersonal and collaboration skills
• Ability to prioritize and balance multiple priorities in a fast-paced environment
• Ability to effectively deliver business outcomes
• Proven ability to lead and develop teams that accelerate performance and to foster a high-performance culture in a virtual environment

• Champion a customer and Expert experience focused environment...drive the Expert Network delivery teams and work with internal partners to deliver experiences that build relationships with our customers, resolve customer issues, attract and maintain Experts, and create promoters out of both groups.
• Manage a complex and highly seasonal workforce of hundreds, through the development of high performing direct reports and front-line managers.
• Leverage and analyze data to determine opportunities, drive to decisions and create the cases for change
• Create an environment of innovation in which team members are encouraged to experiment and test new ideas, learning from our successes and mistakes.
• Manage, analyze and iterate customer and Expert processes...removing the barriers that impede the creation of net promoters and helping customers complete their taxes.
• Partner across Intuit Customer Success and the Consumer Group to ensure an optimal end-to-end customer and Expert experience that drives delight.
• Ensure a consistent end-to-end customer and Expert experience across all teams.
• Balance and lead in a fast-paced environment with multiple and changing priorities in a highly seasonal business.