Principal, Retail Customer Experience Operations

Company Overview

Job Overview

Come join the Intuit Customer Success team as the Principal of Retail Customer Experience Operations in Expert Network where you will play an integral role in driving the design, delivery, and continuous improvement of operational excellence across TurboTax’s retail, flagship, and service office network. In this role, you will be a key leader in the design, build, and delivery of a new innovative approach to serving customers across a large network of retail locations nationwide.

This role will be critical to operationalize an exciting and new initiative at TurboTax and from Day 1 you will be tasked with designing the critical processes and operations required to make the local TurboTax retail network successful.

This senior leadership role is accountable for enabling day-to-day operations while driving long-term transformation. You will oversee the development of standard operating procedures, workforce management processes, tools and communications to ensure store and field teams are fully equipped to succeed. At the same time, you will design and embed innovative changes in operations that improve customer experience, employee experience, and drive TurboTax growth.

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

Responsibilities

• Give input into service design on customer and employee experiences to drive change AND translate service design into operational reality
• Design and optimize store operations (process, org, and technology) to align with evolving customer needs, service models, and market shifts
• Successfully embed operational changes into the field, ensuring initiatives are not only designed but fully adopted into day-to-day practices
• Define training needs, teaching frameworks, and facilitate two-way communication between field and corporate leadership
• Support day-to-day operations of field org by standardizing core operational processes across TurboTax field operations, including the operational excellence field guide, SOPs, workforce management and store communications
• Ensure consistent and reliable operational delivery across all service channels
• (After initial ramp) Hire and lead a Retail Ops Centre of Excellence made up of high-performing operators
• Ensure feedback from the field gets to the right corp team (Service Design, Marketing, Thrive, Expert Experience, etc.)
• Manage flow of comms to the field to ensure field can execute successfully (e.g., cadence, clarity, no overloading)
• Collaborate with other teams within TurboTax to leverage existing “know-how” & tools, drive continuous improvement and connect into broader org.
• Act as a trusted partner to field leaders, ensuring that transformation initiatives result in measurable improvements in customer satisfaction, manager and expert productivity, and growth.
• Collaborate cross-functionally with rest of field organization to standardize and scale best practices, share insights, and inform smarter decision-making.

Qualifications

• Education: Bachelor's degree; advanced degree preferred

• 10+ years of retail operations experience

• Proven ability to deliver operational improvements at scale and manage cross-functional teams

• Demonstrated effective leadership, communication, and problem-solving skills

• Travel Requirement: Up to 20% travel throughout the year

• Must be willing and able to work 40 hours a week.

• Must have (or be willing to obtain) a dedicated hardwired internet connection that meets Intuit Security criteria.

• Must reside in the United States.

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:

• San Diego, CA: $160,000 - $216,500
• Atlanta, GA: $157,000 - $212,000