What are the responsibilities and job description for the Director of Customer Success, Service Delivery position at Intuit?
Company OverviewIntuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.Job OverviewThe Intuit Customer Success team is seeking an experienced and collaborative Director to lead the Consumer Group 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 experts.The Expert Network Services team is an integral part of Intuit’s Customer Success ecosystem. It is driven by a network of talented, world-class experts and AI-driven platform capabilities that revolutionize how experts advise customers to make confident financial decisions, powering prosperity for all.At the heart of Intuit’s services business is a diverse team of 50,000 product and domain experts and managers (during peak season). Expert Network Services has a global presence in six countries, collaborating with over 14 partners to meet the evolving needs of Intuit customers.Our strategy for scaling future growth across Global Business Solutions Group (GBSG), Consumer Group (CG), and ProTax Group (PTG) includes supporting innovative offerings like TurboTax Independent Pro (TIP) and Business Tax. By operating as a single center of excellence for all Intuit experts, Expert Network Services is accelerating Intuit’s vision to become the leading AI-driven expert platform.With a special focus on the professionals who deliver TurboTax services and other professional financial advisory services for consumers globally, you will help create an environment that will enable experts to do the best work of their lives. In addition to developing the Expert Network team, you’ll play a key leadership role in the Intuit Customer Success organization while staying closely linked to our Consumer Group segment and partner organizations to create and drive our service delivery strategy. Qualifications10 years of leadership and professional services management / service delivery experience, preferably with experience in large-scale operations, building and leading teams including senior leaders; experience leading virtual teams a plus.Bachelor's degree with advanced degree or equivalent education in accounting, finance, or law; certifications such as CPA, EA preferred.Recent experience in professional services industries, including experience leading large teams of professionals in areas like tax, accounting, or financial advisory.Excellent leadership and mentoring skills with a 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 (tNPS, CST%, Contact Resolution, Same Day Completes / Cycle time).Proven track record of innovative problem solving that improves business performance. Ability to prioritize and balance multiple priorities in a fast-paced environment.Track record of a commitment to diversity and inclusion with strategies and outcomes to support that commitment.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.ResponsibilitiesLead Group Managers primarily responsible for 1.) service delivery and customer / expert interactions, 2.) large-scale management and development of internal full-time, Seasonal, and SelectTime employees, and 3.) subject matter expertise (tax) and leadership that contributes to scalable service and product designs, expert tools and operations, and end-to-end customer experiences.Create and scale delivery models for experts with higher flexibility, including 1.) those developed by Intuit Academy (street-to-seat), 2.) proven MSP models, and 3.) new partner expert models (like independent contractors) to ensure a strong, accelerating YoY pipeline of core consumer tax experts that serve customers with high quality and accuracy.Champion a customer and expert experience-focused environment; drive 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.Drive the team’s impact by championing ways to expand the reach and scope of the team, thinking globally about new consumer services we can deliver with our unique set of capabilities.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.Attract and develop top talent and leadership pipelines to continue the sustainability of our high-growth businesses.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.Create high-performing senior leadership teams and as a result, highly engaged, high-performing organizations in service to delivering on the Expert Network vision and strategy.
