Group Manager, TurboTax Live Service Delivery
Company: Intuit Inc.
Location: San Diego
Posted on: October 23, 2024
Job Description:
Come join the Intuit Customer Success team as a Service Delivery
Group Manager in TurboTax Live, where 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. In
this role, you will be a key leader in the design, build, and
delivery of a new innovative approach to serving customers on-site
in various consumer settings nationwide.With a particular focus on
building relationships with third-party partners and creating
scaled in-person customer service management structures, you will
create an environment where experts are empowered to do the best
work of their lives and create exceptional customer experiences. In
addition to developing the overall Expert Network team, you will
play a key leadership role in the Intuit Customer Success
organization while staying closely linked to our other tax segments
and partner organizations.Responsibilities
- Build relationships, credibility, and trust with 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 across all experiences.
- Strategically lead a team of distributed direct reports and
partner with cross-functional leaders to build and deliver a
service model that brings value to customers and furthers business
growth goals.
- Lead from the front in designing, building, and delivering a
new on-site service model with an eye towards scalability 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.Minimum Requirements
- Bachelor's degree with an advanced degree preferred or
equivalent work experience.
- Minimum 6-8 years of leadership and management experience,
including a minimum of 5 years of in-person customer service
management and/or large-scale retail management experience across
multiple locations.
- Proven track record of establishing and managing multiple
third-party partnerships.
- Demonstrated ability to lead a large-scale project end-to-end,
including initial inception to full execution.
- 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 is a plus.
- 50% travel required throughout the year, with travel up to 75%
during peak tax periods.
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Keywords: Intuit Inc., Downey , Group Manager, TurboTax Live Service Delivery, Executive , San Diego, California
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