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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.

Overview

The Small Business and Self-Employed Group Customer Success team is seeking an experienced and collaborative Group Manager to help lead the Small Business Online ecosystem function. As a leader on this team, you will have responsibility for delivering an outstanding experience for QuickBooks customers running their business via online and mobile solutions that save them time by delivering consistently delightful experience solving customer issues with quality and operational rigor.

You will help create an environment that will allow our experts to do the best work of their lives. In addition to developing the Small Business Online ecosystem team, you will play a key leadership role in the Small Business and Self-Employed Assisted Delivery organization while staying closely linked to our Intuit Customer Success organization, segment partners and other partner organizations.

What you'll bring

• Role ideally located in our Tucson, San Diego or Mountain View offices.
• Bachelor's degree with advanced degree preferred, or equivalent experience
• Minimum 6-8 years leadership and management experience, preferably with experience leading large teams; experience leading virtual teams a plus
• Excellent leadership and mentoring skills with solid track record in leading change and transforming organizations
• Proven track record of innovative problem solving that improves business performance
• Excellent communication, interpersonal and collaboration skills
• Ability to prioritize and balance multiple priorities in a fast-paced environment
• Ability to effectively deliver business outcomes

How you will lead

• Champion a customer and expert experience focused environmentdrive the Assisted delivery teams and work 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 workforce of hundreds (both internal employees and with strategic outsourced partners), through the development of high performing direct reports and partner managers.
• Manage service delivery experience for our customers through a collection of support channels - inbound phone, callback, and chat)
• Create an environment of innovation in which team members are encouraged to experiment and test new ideas, learning from our successes and mistakes.
• Manage, analyze and iterate customer and expert processesremoving the barriers that impede the creation of net promoters and helping customers manage their Small Businesses.
• Partner across Small Business and Self Employed Group and Intuit Customer Success and to ensure an optimal end-to-end customer and expert experience.
• Ensure a consistent end-to-end customer and Expert experience across all teams.
• Balance changing priorities in a fast-paced environment.