National Manager, Concierge Service Delivery

Company Overview

Job Overview

Come join the Intuit Customer Success team as a Group Manager of National Concierge Service Delivery in the TurboTax Expert Network! You will play an integral role in scaling services that serve millions of customers every year while being at the forefront of driving company growth.

As the leader of Concierge Service Delivery, you'll be the primary force behind a high-performing organization of customer-focused consultative selling experts. With energy and purpose, you will lead a cross-functional team of motivated individuals and third party partners, empowering them to deliver exceptional experiences to customers across the nation. Our Concierges are experts at guiding customers to the right TurboTax solution for their specific needs, including helping those interested in meeting with a local tax pro near them.

With a particular focus on building relationships with third-party partners and building scaled customer service and sales management structures, you will create an environment where Concierge experts are empowered to do the best work of their lives and create exceptional customer experiences. The goal is to provide a highly personalized, premium service customer experience where TurboTax customers feel truly understood and expertly guided.

As TurboTax redefines what it means to deliver a human-centered tax experience, this organization is a cornerstone of our strategy to build long-term relationships with customers seeking expert support. You’ll be an integral part of a nationwide service model that blends local presence with national reach, helping ensure that every customer feels known, valued, and expertly guided. Your work will directly contribute to Intuit’s broader mission to never lose a customer along their journey—and to accelerate the growth of our assisted tax offerings by delivering seamless, high-quality connections to the right tax expert every time.

This is a full-time, exempt role and requires onsite presence at an Intuit location in the United States.

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.

Responsibilities

• Build relationships, credibility and trust with internal teams and third-party partners by valuing diverse perspectives and setting a clear vision of performance expectations.
• Lead multiple third-party partner relationships, including overseeing overall partner performance and ensuring consistency and rigor exists across all experiences.
• Strategically lead a team of distributed direct reports and partner with cross-functional leaders to build and deliver a consultative service model that brings value to customers and furthers business growth goals.
• Lead from the front in the designing, building and delivery of a new consultative and on site service model with an eye towards the ability to significantly scale in the future.
• Exhibit a relentless passion and commitment to delivering for customers with deep customer empathy and a “we always make it right” mindset.
• Operate as a strategic, vision-setting leader while also providing support as a hands-on leader when required.
• Consistently embrace the ambiguity that exists when establishing a new service offering, through boundaryless leadership, rapid decision making, and being respectfully fearless to ensure delivery of business outcomes.

Qualifications

• Bachelor's degree with advanced degree preferred or equivalent work experience.
• Minimum 6-8 years leadership and management experience, including a minimum of 5 years of in-person customer service management, consultative selling and/or large-scale retail management experience across a broad set of multiple locations.
• Proven track record of establishing and managing multiple third-party partners.
• Demonstrated ability to lead a large scale project E2E, including initial inception to full implementation.
• Strong interpersonal, communication and collaboration skills with the ability to rapidly iterate and adapt in a high-velocity environment.
• Strong analytical capabilities with proven ability to leverage data and analytics to drive performance management and decision making.
• Familiarity with and/or understanding of the complexities involved in a retail tax practice a plus.

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 (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 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 Pay Transparency: $190,500 - 257,500
• Southern California Pay Transparency: $169,000 - 228,500
• Colorado Pay Transparency: $152,000 - 205,500
• Massachusetts Pay Transparency: $159,500 - 216,000
• New York Pay Transparency: $166,000 - 224,500
• Washington Pay Transparency: $159,500 - 216,000
• Washington DC Pay Transparency: $152,000 - 205,500