Overview
Join the Intuit Customer Success team as a Senior Manager of Customer Success leading our Quickbooks Live Expert Network team. We're looking to grow our team of talented individuals to help optimize our greatest resource, our people. You'll be pivotal in delivering an awesome service experience for our Quickbooks Live customers through our Full-Service Cleanup and Business Tax offerings, to empower small business customers in powering prosperity.
Our approach to customer service is ever evolving and is always focused on achieving the highest levels of customer satisfaction. We do this through customer-focused thinking, which will significantly impact our customer retention and growth, and therefore increased revenue. We are deeply customer obsessed and solve for customer pain through data driven insights and an innovation mindset. The Expert Network teams are at the core of this as we innovate, experiment, learn, pivot, and adopt change.
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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 experts in doing the best work of their lives. In this role, you will be responsible for managing a team of our expert Front-line Managers in the Quickbooks Live Expert Network Domain team. You will be the advocate and voice of this growing team, a key leader in scaling support for new and existing offerings. You will be accountable for driving performance across multiple teams with efficiency and rigor, leading change management, platform improvements, work assignment and schedule adherence, as well as coaching your leaders to meet existing and new performance expectations..
What you'll bring
- Proven track record of success and significant experience in a fast-paced organization, leading customer centric operations and teams. The ideal candidate possesses:
- Bachelor's degree or equivalent practical experience, MBA or focus in Accounting/Finance a plus
- Minimum of 5 years of experience primarily in service delivery or the Accounting industry in a people leadership role
- Deep familiarity with customer experience performance metrics, including, but not limited to: CST, Speed to Completion, tNPS (Net Promoter Score) and interaction KPIs (ASA, TR, AHT, etc.)
- Customer focused and desire to understand and help design and deliver the end-to-end customer and expert experience
- Strong written and verbal communication skills and ability to present information in a clear and concise manner, influencing in a cross-matrixed environment.
- Ability to interpret and disseminate complex or ambiguous information to your team at point of need
- Experience in a dynamic work environment as a leader of change, managing and executing complex system and organizational change initiatives.
- Strong track record of managing multiple projects, deliverables, and workload, with a varying degree of complexity and deadlines.
- As this role will require collaboration across multiple teams, it will require up to 10% travel.
How you will lead
1. 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 retain our Experts, and create promoters across both groups.
2. Manage a complex and fully geographically remote workforce, inclusive of significant hiring waves corresponding with peak season demand. Meet training, PRS and retention goals.
3. Drive innovation through experimentation and partnership with our Thrive teams to create the optimum processes for our operational delivery, embodying a mindset of continuous improvement and designing solutions that drive customer growth and scale across our service offerings.
4. Observing, and understanding customer pain points; identifying problem areas and working cross functionally to drive improvements to the Quickbooks Live Experience
5. Leading teams through exploring and testing new technologies or service methodology changes to address expert and customer needs.
6. 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.
7. Developing subject matter expertise for new offerings and the existing Quickbooks Live ecosystem
8. Responsible for ensuring your organization delivers on the Key Performance metrics which include, Books Done, Quality of Service, Net Promoter and Resolution Scores, Productivity and Efficiency Metrics like Queue SLA, Customer Serving Time, Utilization, Handle Time and team engagement metrics like Expert PRS, and Pulse
9. Collaborating on Strategic direction for Service Delivery vision and designing footprint strategies for our domain experts.
10. Working with forecast, demand, and experience teams to determine and improve baseline forecasts.
11. Collaborate with Ops Strategy & Finance Partners to align on operational and financial plans to target.
12. Participate in monthly and quarterly discussions with your extended team to assist in roadmap conversations driving expert experience improvements.
13. Partner with your direct reports and operational partners like work force management and Real Time operations, training and learning teams to solidify assumptions into the capacity plan, enable and expedite a path to operationalize service delivery to scale.
14. Continue the growth path of partnership with other Live services teams and resource flexibility to make QuickBooks Live Cleanup Team fungible and dynamic.
15. Work with fellow senior leaders to develop and deliver a robust talent and performance review process to ensure high caliber expert, lead, and manager performance beyond peak season.