Note: The job is a remote job and is open to candidates in USA. Intuit is a leading financial software company, and they are seeking a Senior Manager to lead their Accountant Product Support team within the Customer Success division. This role involves optimizing team performance, driving exceptional service experiences for influential customers, and leading a high-performing team to achieve operational excellence.
Responsibilities
- Champion an electrifying customer and Expert experience! Drive our Expert Network delivery teams and collaborate with internal partners to craft experiences that forge deep relationships with customers, resolve issues brilliantly, attract and retain top Experts, and create an army of promoters across both groups
- Master the art of leading a complex, fully geographically remote workforce, even through the exhilarating hiring waves of peak season demand. Achieve and exceed training, customer satisfaction, and retention goals
- Unleash innovation through audacious experimentation and powerful partnerships with our Thrive teams. Design optimal processes for operational delivery, embodying a mindset of continuous improvement and crafting solutions that skyrocket customer growth and scale our service offerings
- Become a detective of customer pain points, observing and understanding challenges, then collaborating cross-functionally to drive transformative improvements to the Accountant Experience
- Lead your teams in exploring and testing cutting-edge technologies and revolutionary service methodology changes to meet Expert and customer needs head-on
- Play a pivotal role in the Expert Network leadership team, driving strategic initiatives and forging powerful partnerships and influence with our business partners
- Own the delivery of key performance metrics, including Quality of Service, Net Promoter and Resolution Scores, Productivity and Efficiency Metrics like Queue SLA, Customer Serving Time, Utilization, Handle Time, and team engagement metrics like Expert PRS and Pulse. You will also evaluate the stellar performance across your teams, reviewing Key Performance Indicators and ensuring partner adherence to our robust governance models and expectations
- Collaborate on the strategic direction for Service Delivery vision and design game-changing footprint strategies for our domain experts, working hand-in-hand with senior leadership to design visionary partner footprint strategies
- Partner with forecast, demand, and experience teams to refine and elevate baseline forecasts, integrating razor-sharp business insights into monthly reviews
- Join forces with Ops Strategy & Finance Partners to align on ambitious operational and financial targets
- Participate in exhilarating monthly and quarterly discussions with your extended team, contributing to roadmap conversations that supercharge Expert experience improvements and key innovations that will skyrocket customer satisfaction and drive incredible growth
- Partner with your direct reports and operational powerhouses like workforce management, Real-Time operations, training, and learning teams to solidify assumptions into the capacity plan, enabling and expediting a path to operationalize service delivery at scale. Lead crucial discussions with operational partners on capacity plans, cutting-edge training, and seamless service delivery
- Collaborate with fellow senior leaders to develop and deliver a robust talent and performance review process, ensuring high-caliber Expert, lead, and manager performance that shines far beyond peak season
Skills
- Bachelor's degree or equivalent practical experience; an MBA or focus in Accounting/Finance is a massive plus. A degree in leadership management, accounting, or a related technical discipline; equivalent work experience is highly valued
- A minimum of 5 years of exhilarating experience, primarily in service delivery or the Accounting industry, in a people leadership role, with a strong, data-driven background in analytics
- Deep familiarity with customer experience performance metrics, including, but not limited to: Transactional Net Promoter (tNPS), Issue Resolution (IR), Average Handle Time (AHT), Service Quality Score (SQS)
- A relentless customer focus and an unyielding desire to understand, design, and deliver an end-to-end customer and Expert experience
- Strong written and verbal communication skills and the ability to present information with clarity and impact, influencing effortlessly in a cross-matrixed environment
- The ability to interpret and disseminate complex or ambiguous information to your team precisely when they need it
- Proven experience and ability to leverage continuous improvement methodologies to drive performance and efficiencies in the business
- Experience in a dynamic work environment as a leader of change, mastering the art of managing and executing complex system and organizational change initiatives
- A formidable track record of managing multiple projects, deliverables, and workloads with varying degrees of complexity and deadlines
- Experience in managing a high-performing team within a fast-paced tech environment, especially those supporting financial and accounting professionals
- Razor-sharp analytical skills to derive insights quickly from complex datasets
- A deep understanding of contact center technologies, phone systems, CRM software, call recording systems, and the entire QuickBooks Suite
Benefits
- 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 Intuit