TurboTax Live Service Delivery Group Manager

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. As a leader on this team, you will have responsibility for delivering an outstanding experience for Intuit customers through our expanding network of Domain Experts.

With a particular focus on serving customers through teams of tax professionals delivering TurboTax Live services across the United States and Canada, you will create an environment where Experts use their craft to do the best work of their lives and create exceptional customer experiences. In addition to developing the Expert Network team, you will play a key leadership role in the Intuit Customer Success organization while staying closely linked to our Consumer segment and other partner organizations.

Responsibilities

• Champion a customer and Expert experience focused environment, driving the Expert Network delivery teams and working with internal partners to deliver experiences that build relationships with our customers, resolve customer issues, attract and maintain Experts, and create promoters out of both groups.
• Manage a complex and highly seasonal workforce of hundreds of employees, through the development of high performing senior manager direct reports and front-line manager indirect reports.
• Leverage and analyze data to determine opportunities, drive to decisions and create the cases for change.
• Create an environment of innovation in which team members are encouraged to experiment and test new ideas, learning rapidly from our successes and mistakes.
• Manage, analyze and iterate customer and Expert processes, removing the barriers that impede the creation of net promoters and helping customers complete their taxes with ease.
• Partner across Intuit Customer Success and the Consumer Group to ensure an optimal end-to-end customer and Expert experience that drives delight.
• Ensure a scalable and consistent end-to-end customer and Expert experience across all teams.
• Balance and lead in a fast-paced environment with multiple and changing priorities in a highly seasonal business.

Minimum Requirements

• Bachelor's degree with advanced degree preferred; Equivalent work experience considered.
• Minimum 6-8 years leadership and management experience, preferably with experience leading large teams and scaled operations; experience leading virtual teams a plus.
• Excellent leadership and mentoring skills with solid track record in leading change and transforming organizations.
• Strong analytical capabilities with proven ability to leverage data and analytics to drive performance management and decision making.
• Proven track record of innovative problem solving that improves business performance.
• Excellent communication, interpersonal and collaboration skills.
• Demonstrated ability to prioritize and balance multiple priorities in a fast-paced environment.
• Demonstrated ability to effectively deliver business outcomes.
• Proven ability to lead and develop teams that accelerate performance and to foster a high-performance culture in a virtual environment.
• Understanding of US and/or Canadian consumer and business tax laws and regulations a plus.

Up to 25% travel required.