Manager 1 Service and Support

Company Overview

Job Overview

Come join the PTG Lacerte team as a Manager 1 Service and Support.

In this role, you’ll lead a team of experts dedicated to supporting our Lacerte Professional tax accountants. You'll empower them to excel in frontline interactions, provide Tier 2 support, and drive experimentation and continued improvements that ensure a world-class customer experience.

Imagine a career where your creative inspiration can fuel BIG innovation. Year-over-year, Intuit has been recognized as a best employer and is consistently ranked on Fortune's 100 Best Companies to Work for and Fortune World’s Most Admired Software Companies lists. Immerse yourself in our award-winning culture while creating breakthrough solutions that simplify the lives of consumers and small businesses and their customers worldwide.

Intuit is expanding its social, mobile, and global footprint with a full suite of products and services that are revolutionizing the industry. Utilizing design for delight and lean startup methodologies, our entrepreneurial employees have brought more than 250 innovations to market from QuickBooks®, Quicken®, and TurboTax®, to GoPayment, big data, cloud (SaaS, PaaS) and mobile apps. The breadth and depth of these customer-driven innovations mean limitless opportunities for you to turn your ingenious ideas into reality at Intuit.

Responsibilities

• Delivering world class experiences to customers and experts.
• Collaborating cross-functionally to ensure a seamless and positive customer journey.
• Driving continuous improvement by refining processes, analyzing data, and identifying opportunities to enhance our support capabilities.
• Developing your team members through coaching, mentorship, and creating opportunities for growth.
• Communicating clearly and effectively with stakeholders at all levels, including presenting information and insights to leadership.
• Completed goal setting forms, performance evaluations and accurate records kept for all team members.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is New York $105,000 - $123,000, Colorado $100,000 - $118,000, Bay Area California $124,000-146,000, Southern California $106,000-125,000, Washington $105,000 - $124,000, Washington D.C. $100,000 - $118,000, Massachusetts $105,000 - $124,000. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing pay equity for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.

Qualifications

• Proven leadership experience with a track record of building and motivating high-performing teams
• A passion for customer obsession and a deep understanding of the importance of delivering exceptional support through knowledge creation and sharing
• Strong analytical and problem-solving skills with the ability to identify trends and develop solutions.
• Ongoing feedback and discussion with employees regarding what's important, how are you doing, priorities to improve. These discussions include regularly scheduled 1:1s, documentation of 1:1 session, performance improvement including documentation of performance plans and informal meetings
• VOE developmental action plan improvement
• Bachelor's degree or equivalent experience