Join our mission

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.

Overview

The Intuit Customer Success team is seeking an experienced and collaborative Director to lead the Consumer Group Live Services organization within our Expert Network Services group. As the leader of this team, you will drive outstanding experiences for Intuit customers through our expanding network of Domain Experts.

With a special focus on the professionals who deliver the TurboTax Live service and other professional financial advisory services for consumers globally. You will help create an environment that will allow these Experts to do the best work of their lives. 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 Group segment and other partner organizations to create and drive our service delivery strategy.

What you'll bring

• 10+ years leadership and management experience, preferably with experience building and leading large teams and organizations including senior leaders; experience leading virtual teams a plus.
• Excellent leadership and mentoring skills with solid track record in leading change and transforming organizations
• Experience developing and working in a metrics-driven environment with success in developing methods to achieve KPI expectations
• Proven track record of innovative problem solving that improves business performance
• Excellent communication with broad and senior audiences, interpersonal and collaboration skills, including an ability to communicate complex issues simply.
• Must possess experience in developing clear and compelling business cases that support the prioritization of work.
• Ability to prioritize and balance multiple priorities in a fast-paced environment
• Ability to effectively deliver business outcomes
• Role ideally located near one of our offices, but as we work largely virtually location is negotiable. Some travel will be required.
• Bachelor's degree with advanced degree or equivalent education preferred.

How you will lead

• Champion a customer and Expert experience focused environmentdrive the Expert Network delivery teams and work with internal partners to deliver innovative, industry-leading experiences at mass scale that build relationships with our customers, resolve customer issues, attract and maintain Experts, and create promoters out of both groups.
• Manage a complex, highly seasonal, and fast growing workforce of thousands of financial advisory experts internally and externally, through the development of high performing direct reports (Group Managers), Senior Managers and front-line Managers.
• Drive the team's impact by championing ways to expand the reach and scope of the team - thinking globally and thinking of other consumer services we could deliver with our unique set of capabilities.
• Create an environment of innovation in which team members are encouraged to experiment and test new ideas, learning from our successes and mistakes.
• Partner across Intuit Customer Success and the Consumer Group to ensure an optimal end-to-end customer and Expert experience:
  • Manage, analyze and iterate on these processes with a focus on experience, quality, efficiency and growth.
  • Remove barriers that impede the creation of net promoters and help power the prosperity of our customers by applying data and technology solutions and processes.
• Advocate and drive requirements with our partner organizations to ensure they deliver the tools and experiences that enable the success of our Experts to deliver winning outcomes and confidence for our customers.