Group Manager - Tax Live Service Delivery

Overview

The Intuit Customer Success team is seeking an experienced Group Manager to join our Expert Network team, leading Service Delivery. As a leader on this team, you will have responsibility for delivering an outstanding experience for Intuit customers and our expanding network of Experts.

You will be part of a leadership team that is creating a world-class professional organization and an environment that allows these experts and managers to use their craft to do the best work of their lives. With a particular focus on tax professionals who deliver the TurboTax Live services across the United States and Canada, you will lead a large multi-layered team, rooted in Customer Obsession, to deliver exceptional customer experiences across our services. In addition, you will play a key leadership role in the Intuit Customer Success organization and partner closely with our Consumer segment and many partner organizations.

What You'll Bring

• Excellent communication, interpersonal and collaboration skills
• Proven track record of innovative problem solving that accelerates business performance
• Proven record of effectively leading large multi-layered teams to deliver business outcomes with personal accountability
• Proven ability to lead and develop teams that accelerate performance and foster a high-performance culture in a virtual environment
• Minimum 6-8 years’ leadership and management experience, preferably with experience leading large teams and scaled operations; experience leading large virtual teams a plus
• Ability to travel approximately 20%
• Bachelor's degree with advanced degree preferred. Professional Tax experience is a plus
• Strong analytical capabilities with proven ability to define and leverage data and analytics to drive decision making, performance management and to organize priorities
• Excellent leadership and mentoring skills with a solid track record in leading change and building and/or transforming organizations
• Ability to prioritize, balance and lead multiple priorities in a fast-paced environment

This position will operate in our hybrid model requiring onsite work 2-3 days per week.

How You Will Lead

• Create an environment of innovation in which team members are encouraged to experiment and test new ideas, learning from our successes and our mistakes
• Partner relentlessly with development, product, customer success and business organizations to ensure an optimal end-to-end customer and expert experience
• Define and analyze the data that will demonstrate opportunities, drive quick decisions and create the cases for change or acceleration
• Manage a complex and highly seasonal workforce of hundreds, through the development of high performing senior and front-line managers that you develop as exceptional leaders and partners
• Lead your teams to deliver their expertise in a way that builds relationships and confidence with our customers, resolves all customer issues, attracts, and maintains more experts, and creates strong promoters out of both customers and experts
• Lead in a fast-paced environment with multiple and changing priorities in a large organization and highly seasonal business
• Champion and partner across the organization to build exceptional customer and expert experiences by leading the Expert Network delivery teams and working with internal partners to deliver end to end innovation
• Manage, analyze and iterate customer and expert processes and workflows to accelerate changes and remove barriers that impede the quality of the expert interactions and customer experience