Senior Manager, Customer Success

Company Overview

Job Overview

Join the Intuit Customer Success team as a Senior Manager of Service Delivery in the Expert Network team. We’re looking to grow our team of talented individuals to help optimize our greatest resource, our people. As a leader on this team, you will be central to delivering a stellar experience for our customers and our rapidly expanding network of experts, made up of onboarding experts. You’ll be pivotal in delivering the service experience for our small business and mid-market customers and play a key role in driving retention and growth, powering prosperity for our customers through AI powered human expert experiences.

Responsibilities

• Serve as a key leader in scaling onboarding and value-added services support for new and existing offerings.
• Successfully manage a complex and geographically dispersed workforce, including hiring waves corresponding with peak season demand.
• Lead and own the operational and quality performance across multiple teams delivering onboarding and value-added services.
• Lead a team of Managers, focusing on mentoring and developing leadership depth within the organization.
• Ensure the organization delivers on key performance metrics including Quality of Service, Net Promoter, Retention and Resolution Scores, Productivity (SLA, Utilization, Handle Time), and Expert PRS/Pulse survey results.
• Play a key leadership role in the GBSG team, building strong partnerships and influencing strategic direction with business partners.
• Drive innovation through experimentation and partnership with Thrive teams to create optimum processes for operational delivery and scale.
• Lead change management, managing and executing complex system and organizational change initiatives, while driving efficiency and rigor.
• Actively drive the delivery teams and partners to cultivate an environment focused on the Customer and Expert experience. Ensure high-value interactions that resolve issues, build customer affinity, and attract, retain, and inspire our Expert Network.
• Possess a minimum of 5 years of experience primarily in service delivery (contact center or partner management) or a SaaS-based industry in a people leadership role.

Qualifications

• Proven track record of success and significant experience in a fast-paced organization, leading customer centric operations and teams.
• Bachelor's degree or equivalent practical experience, MBA a plus.
• Minimum of 5 years of experience primarily in service delivery (contact center or partner management) or a services/SaaS-based industry in a people leadership role.
• Deep familiarity with customer experience and performance metrics, including, but not limited to: tNPS (Net Promoter Score) and interaction KPIs (ASA, TR, AHT, Occupancy, Utilization, Resolution, 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.
• This role will require up to 20% travel for collaboration across multiple teams.

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: