Manager 3, Customer Experience

Group Manager

As the Group Manager, you will collaborate with cross-functional teams to design and optimize the customer journey and end-to-end experience with QuickBooks Live service offerings. You will ensure that customers are connected to the right experts who can best address their unique needs and ensure there are no dead ends in their interaction with our services. Ultimately, you are responsible for driving confidence among our customers as they use QuickBooks to manage and grow their business. This is a fast-paced, highly collaborative environment that requires a dynamic individual who can dive deep into details while maintaining a strategic perspective. Leading a team of service experience managers and designers, you'll define how we deliver benefits to customers through our experts, measure efficiency, and identify opportunities that make a meaningful impact to our bottom line. We are looking for an extraordinary leader who is passionate about disrupting the status quo, creating new offerings proven to drive customer benefit and business growth, and building high performing teams.

Responsibilities include:

• Innovating and experimenting to deliver amazing experiences for every QuickBooks customer interacting with our knowledgeable and vast team of experts.
• Establishing service experience design and service levels, including standardizing the processes and prioritizing protocols to enable experts to deliver customer benefits at scale.
• Continually optimizing and adapting operations to maximize ROI and deliver positive experiences for our valued customers.
• Service Experience Strategy Development: Leverage knowledge in bookkeeping, tax or compliance to conceptualize and implement innovative service offerings that drive new revenue streams.
• Design Thinking Application: Apply design thinking principles to innovate and create seamless, intuitive service experiences that deliver customer benefits proven to drive customer retention.
• Cross-functional Collaboration: Partner closely with Product Management, Marketing, Sales, and Service Delivery teams to design holistic service experience solutions that result in trajectory changing business growth.
• Customer Feedback and Insights: Utilize customer feedback, market research, and data analytics to drive insights and inform service experience enhancements.
• Performance Metrics and Analysis: Monitor and analyze service experience and monetization metrics to understand the effectiveness of service experience strategies and identify opportunities for improvement.
• Technology Integration: Partner with product management and our Virtual Expert Platform team to leverage technology solutions that enhance service delivery efficiently and drive customer engagement.

Qualifications include:

• Proven leader with experience in a services based industry or SaaS organization, with 10+ years in a leadership role driving business results through improved customer experiences in Customer Success, Product Management, Product Marketing or similar functions.
• Undergraduate degree in a business, technical, or science discipline; MBA or advanced degree preferred; Experience or expertise in Tax or Bookkeeping highly preferred. Equivalent experience considered.
• Proven experience in service experience strategy, customer experience design, or related field with a focus on service delivery.
• Proven ability to design and implement service experience strategies that improve customer retention and drive revenue growth.
• Strong understanding of customer journey mapping, market research techniques and methodologies, and service design principles.
• Experience applying AI capabilities to improve expert experiences, improving customer experiences and delivering strong ROI for the business.
• Strong cross functional leadership - Ability to inspire an organization to deliver and champion customer experiences that drive retention and growth. Demonstrated success in building high performing teams through dotted line and direct management including recruiting and retaining top talent.
• Customer service & support expertise - Demonstrated strength managing or working with customer support organizations and operations.
• Excellent analytical skills with the ability to ask the right questions and translate data into actionable insights.
• Excellent communication, presentation, and collaboration skills.
• Familiarity with business tax, sales tax and/or payroll tax is an advantage

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position will be eligible for a cash bonus, equity rewards, and benefits, in accordance with our applicable plans and programs. Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is: Bay Area California $215,500.00 - 291,500.00 Southern California $190,000.00 - 257,000.00 EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.