Join our mission

Intuit is a global technology platform that helps our customers and communities overcome their most important financial challenges. We help give over 50 million consumer, small business, and self-employed customers around the world the opportunity to prosper.

Overview

Come join the QuickBooks Live team as a Principal Services Operations Leader - QB Live Customer Experience. At Intuit, our mission is to power prosperity around the world. There are over 800M small businesses and self-employed dreamers worldwide. They power the world economy and create the majority of the jobs. Yet, the odds are against themmanaging their business is a challenge only a few survive.

QuickBooks Live connects small businesses to virtual experts, creating a partnership that ensures small businesses get the best help they need to start, run, and grow their businesses. We are looking for an extraordinary strategy and service operations leader to join our mission, leading how we deliver a best in class service at scale. This is a unique opportunity to define and shape a fast-growing, global brand, and make a material impact on the future of small business professional services. You will be challenged to think bolder, move faster, and have a big impact.

We are seeking a curious, self-motivated leader with keen analytical and problem solving skills who is equally effective at crafting strategy as collaborating with senior leaders and partners to implement and maximize impact.

What you'll bring

• 10+ years designing and delivering world-class services and/or technology products in a Product Management, Operations, and or Strategy role
• Exceptional ability to gather insights from customers, data, research and industry trends and convert them into a compelling strategy
• Ability to bring a strategy to life through building efficient and effective operational processes
• Bias for action and experience with rapid testing
• Effective influencer and communicator across teams and at all levels
• Solid analytical skills & business judgment
• BA/BS degree, MBA preferred or equivalent work experience

How you will lead

As the owner for delivery of our customer benefit you'll own the what and the how for delighting our clients through the service we deliver.

• Define and continuously innovate on our strategy to improve delivery of the benefits customers care about most, and how we do that at scale.
• Operationalize and execute on your plan by determining the optimal way to get from A to B, building groundbreaking service processes from the ground up
• Lead rigorous execution of strategic initiatives and projects, develop clear action plans, success metrics and targets, and manage timelines and process
• Effectively partner with senior leaders and cross-functional teams including service delivery, product, operations, engineering, finance, analytics and marketing to deliver impact and have fun doing it
• Own how we measure success and track impact and progress (through process instrumentation, dashboards, etc.)
• Analyze the customer, operational and financial impacts of your decisions and iterate given insights from data
• Use experimentation, behavioral economics, and data-driven decision making to find most effective way to increase the benefits we deliver to customers and drive Expert behavior