Service Delivery Senior Manager, Premium Accountant Support Remote job position.
Intuit
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See open jobs at Intuit.See open jobs similar to "Service Delivery Senior Manager, Premium Accountant Support Remote job position." FinTech Australia.Service Delivery Senior Manager, Premium Accountant Support
Location(s): RemoteCompany Overview
Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.
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Job Overview
Join the Intuit Customer Success team as a Senior Manager of Customer Success leading our Accountant Support 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 highest value customers through our Quickbooks Accountant Premium support, to empower Accountants serving Small Businesses 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.
The RoleIn 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. You will be responsible for managing a team of our expert Front-line Managers in the Quickbooks Accountant Ecosystem and their expert’s experience . 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. You will partner with cross functional leadership to pilot, assess impact and prioritize initiatives to drive our service forward.
Qualifications
Proven track record of success and significant experience in a fast-paced organization, leading customer centric operations and teams.
The ideal candidate possesses:
- Minimum of 5 years of experience primarily in Service delivery, Technical Support or the Accounting industry in a people leadership role
- Deep familiarity with customer experience performance metrics, including, but not limited to: Utilization%, AHT, CR, tNPS, 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.
- Bachelor's degree or equivalent practical experience, MBA or focus in Accounting/Finance a plus
As this role will require collaboration across multiple teams, it will require up to 15% travel.
Responsibilities
- Lead an organization of 100-200 Premium Accountant Experts, in a complex and fully remote environment, inclusive of significant hiring waves corresponding with peak season demand.
- Partner with other leaders in the Intuit Small Business Self Employed Group (SBSEG) to lead a high performing team in achieving or exceeding business unit goals. Specific goals include maximizing operational Key Performance Indicators (KPIs), retention of staff, ensuring consistent service quality expectations and managing a diverse front line management team, with new goals introduced as we bring on new services.
- Collaborate with Ops Strategy & Finance Partners to align on operational and financial plans to target
- Drive operational excellence in delivery through partnerships with workforce management and Real Time operations, training and learning teams to solidify assumptions into the capacity plan, minimize shrinkage, and expedite a path to operationalize service delivery at scale
- 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
- 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.
- Play a key role in the SBSEG leadership team, responsible for driving strategic initiatives and building strong partnerships and influence with our business partners.
- Collaborating on Strategic direction for Service Delivery vision and designing footprint strategies for our domain experts.
- Continue the growth path of partnership with other Live services teams and resource flexibility to make our team fungible and dynamic.
- 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.
- Driving adoption of AI and Automation to improve efficiency and improve customer outcomes.
"When I encounter a technical problem, I feel driven to find a solution that is simple, human, and easy to understand."
"It’s important to always strive for improvement, even if you’re already in a good place."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
"Designing at Intuit feels special because we're not just making things to make things. We're tackling real, consequential financial problems voiced by small businesses, self-employed, and individuals around the world. I'm grateful to have such a worthy and motivating mission when I go to work – powering prosperity around the world."
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"By feeding our customers' data through machine learning algorithms, we uncover valuable insights that empower millions of customers to feel more confident about their financial future."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
"We use the latest Native frameworks for iOS and Android to deliver a truly delightful mobile-first experience for our customers. I love that we're enabling millions of customers to improve their financial health, all under a world-class mobile experience."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"It's a great feeling knowing that when you push out a new feature or fix, our customers notice it and really love the work that we do! Here at Intuit, not only do we have the freedom to work with the newest technologies, but we value solving challenging financial problems for our customers above everything else."
"One of my favorite aspects of this role is that my work is helping small business owners achieve their business goals by solving complex financial problems. It's gratifying to know that the work that I'm doing directly impacts consumers and makes their lives easier so that they can focus their energy on growing their business."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
Hear from our employees
Conrad De Peuter
Senior Data Scientist - Machine Learning Futures Group
Conrad leverages tools like natural language processing and machine learning to help tax analysts and small business owners use TurboTax and QuickBooks more efficiently. For Conrad, Intuit is a great place to learn, grow, and take full ownership of your career path.
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This job is no longer accepting applications
See open jobs at Intuit.See open jobs similar to "Service Delivery Senior Manager, Premium Accountant Support Remote job position." FinTech Australia.