Group Manager - QuickBooks CX - Service Experience Management

Company Overview

Job Overview

As the Group Manager, you will collaborate with cross-functional teams to transform the end-to-end experience for QuickBooks service and support offerings to deliver full resolution and customer confidence. You will ensure that customers are connected to the right experts who can best address their unique needs, experts are equipped to resolve customer needs and insights from customer friction are integrated back into the product teams. Ultimately, you are responsible for driving confidence among our SMB customers as they use our suite of products to manage and grow their business.

This is a fast-paced, highly collaborative environment that requires a dynamic individual who can dive deep into details while maintaining a strategic perspective. Leading a team of service experience managers and designers, you'll define how we resolve issues, optimize the customer experience and identify opportunities that make a meaningful impact to our bottom line.

We are looking for an extraordinary leader who is passionate about disrupting the status quo, creating new experiences proven to drive customer benefit and building high performing teams.

Responsibilities

• This role is directly accountable for 1) Rapidly transform and mature our support strategy to deliver resolution 2) innovate and experiment to deliver consistent, amazing end to end experiences for QuickBooks customers as they utilize our products 3) establish service design frameworks that enable complex resolution at scale and 4) continually optimize and adapt operations to maximize customer experience.
• Service Experience Development: Lead the formulation and execution of a comprehensive service experience strategy with a focus on Quickbooks FMS, Money Movement and Payroll products.
• Design Thinking Application: Apply design thinking principles to innovate and create seamless, intuitive service experiences that deliver customer benefits proven to drive customer retention.
• Cross-functional Collaboration: partner closely with Product Management, Marketing and Service Delivery teams to design holistic service experience solutions.
• Customer Feedback and Insights: Utilize customer feedback, market research, and data analytics to drive insights and inform service experience enhancements.
• Performance Metrics and Analysis: monitor and analyze service experience and monetization metrics to understand the effectiveness of service experience strategies and identify opportunities for improvement.
• Technology Integration: partner with product management and our Virtual Expert Platform team to leverage technology solutions that enhance service delivery efficiently and drive customer engagement.

Qualifications

• Proven leader with experience in a services based industry or SaaS organization, with 5+ years in a leadership role driving business results through improved customer experiences in Customer Success, Product Management, Product Marketing or similar functions.
• Undergraduate degree in a business, technical, or science discipline; MBA or advanced degree preferred; Equivalent work experience considered.
• Proven experience in service experience strategy, customer experience design, or related field with a focus on service delivery.
• Proven ability to design and implement service experience strategies that improve customer retention and drive revenue growth.
• Strong understanding of customer journey mapping, service blueprints, market research techniques and methodologies, and service design principles.
• Experience applying the Jobs to be Done framework to deliver customer benefits and accomplish desired outcomes.
• Strong cross functional leadership: ability to inspire an organization to deliver and champion customer experiences that drive retention and growth. Demonstrated success in building high performing teams through dotted line and direct management including recruiting and retaining top talent.
• Customer service & support expertise: demonstrated strength managing or working with customer support organizations and operations.
• Excellent analytical skills with the ability to ask the right questions and translate data into actionable insights.
• Excellent communication, presentation, and collaboration skills.
• Familiarity with payments, bill pay or financial management products is an advantage.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at [1] Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is: Bay Area California: $219,500 - 297,000 Southern California: $190,000- 257,000 References Visible links 1. https://www.intuit.com/careers/benefits/full-time-employees/