Sr. Manager, Service Design at Intuit

| San Diego, CA
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Intuit is a global technology platform that helps consumers and small businesses overcome their most important financial challenges. Serving more than 100 million customers worldwide, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.


Intuit is a mission-driven, global financial platform company that gives everyone the opportunity to prosper. With products like TurboTax, QuickBooks and Mint, we're using technology to build solutions to challenging financial problems for millions of people around the world.

Intuit's Customer Success team within the Consumer Group is transforming the industry with a suite of high-touch professional services powered by data-driven, technology-lead operations and a distributed professional workforce.

In this role, you will lead a team designing streamlined tax expert workflows and processes that empower our tax experts to deliver complete customer confidence in our TurboTax tax services.

What you'll bring

What you bring:
  • Experienced in building easy to follow internal business processes and leading change efforts, readiness, and enablement and process improvement procedures at scale ensure adoption and effectiveness. Lean Six Sigma Greenbelt or above a plus!
  • Excellent attention to detail and results oriented with a track record demonstrating strong problem solving and ability to identify, quantify and utilize data and other information to make recommendations that support business choices.
  • Strong interpersonal skills and excellent communication skills (both verbal and written), including the ability to simplify and communicate complex information across all levels with leadership, product, management teams and tax expert
  • Strong project management skills (estimation, scope management, resource allocation, interdependencies; working across business)

  • Experience managing a team and provide them with guidance in being successful
  • 5+ years experience creating and implementing workflow processes for service based business at scale. Experience creating tax expert workflows a plus!
  • CPA or EA accreditation a plus but would consider waiving for the right candidate with strong process and/or training background
  • 2+ years experience managing a high performing, engaged team that consistently meets or exceeds expected outcomes

How you will lead

  • Create a high performing inclusive team that designs tax experiences to delight our customer
  • Foster a team environment of collaboration, accountability and continuous improvement
  • Create standard principles and guidelines based on industry best practices for building simple and intuitive processes for tax experts to follow.
  • Utilize KPI, data and expert feedback to evaluate existing processes and propose solutions to add efficiency and improve customer outcomes through automation, re-design of expert experience tools and/or improved business processes.
  • Build data backed business cases and influence product roadmap to add capabilities and improved designs for intuitive tax expert tools that improve the expert experience with cost saving benefits.
  • Partner with our Learning and Development, Change Management and Service Delivery teams to create new strategies for how we train, communicate and monitor workflow processes to improve adoption.
  • Facilitate testing, roll out and continuous improvement of new expert experiences and workflow processes
More Information on Intuit
Intuit operates in the Fintech industry. The company is located in Eagle, ID, Reno, NV, Mountain View, CA, San Francisco, CA, Woodland Hills, CA, San Diego, CA, Tucson, AZ, Plano, TX, Washington, DC, DC and Fredericksburg, VA. Intuit was founded in 1983. It has 14200 total employees. It offers perks and benefits such as Volunteer in local community, Partners with Nonprofits, Friends outside of work, Eat lunch together, Intracompany committees and Daily sync. To see all 72 open jobs at Intuit, click here.
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