Join the Intuit Customer Success team as a Group Manager of Expert Services Delivery for QuickBooks Live. We're bringing together the AI powered Quickbooks platform, with the human intelligence of our network of experts to deliver confidence to business and power their prosperity. We’re growing our services to meet the end-to-end needs of small business customers and scaling impact through a global network of talent. This is an opportunity to be at the center of this growth, shaping the evolution of services and bringing prosperity to our customers and communities of experts. As a leader on this team, you will be central to delivering stellar experience for our customers and our rapidly growing network of bookkeepers, accountants, and financial experts. You'll be pivotal in scaling the service experience for our SMB customers and play a key role in growing our Live services, powering prosperity for our customers through AI-powered human expert experiences. Our approach to Customer Success is transforming and is always focused on achieving the highest levels of customer experience. We do this through customer-focused thinking, which powers customer retention and growth. Our mindset is deeply customer obsessed and solves customer pain through data-driven insights and innovation. The Quickbooks Live teams are at the core of this as we innovate, experiment, learn, and grow.
You will be accountable for driving operational and quality performance across multiple teams, leading change management, driving efficiency and rigor, and coaching your leaders to deliver exceptional experiences for our customers and experts. You will play a key leadership role in the Intuit Customer Success organization and partner closely with our Global Business Solutions Group segment leaders, Product, Finance, and Modern Operations.
Responsibilities
Strategic Leadership
- Define and implement a forward-looking vision for talent and delivery that scales with our Quickbooks Live product growth and customer base. • Lead and develop a global high-performance team of Senior Managers and experts across internal and partner teams.
- Establish clear goals, metrics, and success frameworks to continuously improve service delivery across bookkeeping, tax & compliance, and financial planning. • Analyze data to identify trends, root causes of issues, and opportunities for process improvement and strategic intervention.
- Thrive in a high-change environment, leading with agility and embracing continuous evolution as QuickBooks Live scales its suite of services.
Customer & Expert Experience and Advocacy
- Champion a customer and Expert experience-focused environment — drive the Embedded Services delivery teams to build relationships with our customers, resolve issues, attract and retain our Experts, and create promoters across both groups.
- Champion the voice of the SMB customer internally and ensure customer feedback on bookkeeping, tax, and FP&A services is translated into actionable product and service.
- Evolve our service motions to unlock the value of our ecosystem of products and deliver on revenue goals
- Act as a strategic partner in evolving our service model for SMB customers, capitalizing on AI-powered features to expand the scope and complexity of expert delivery.
Operational Ownership
- Implement best practices in case and escalation management, root cause analysis, and continuous improvement across expert services delivery.
- Own performance metrics including tNPS, PRS, SLA compliance, case resolution time, retention rates, and customer effort scores. • Partner with workforce management, capacity planning, and service design to ready our teams for growth and build confidence for our experts and customers.
- Effectively manage team utilization, workload distribution, and capacity planning to optimize efficiency and ensure service quality across all embedded service lines.
- Collaborate with Ops Strategy & Finance to develop and deliver on aligned operational and financial goals.
Cross-Functional Collaboration
- Establish and maintain strong, collaborative relationships with QBLive Product leaders, Experience Design, Engineering, Change Management, Operations, and support teams to ensure seamless handoffs and integrated customer experiences.
- Drive end-to-end strategic alignment across product, sales, and customer success to support integrated customer and expert journeys.
- Partner with forecasting, demand, and analytics teams to enhance accuracy in planning and drive accountability to performance targets.
Innovation & Tools
- Drive adoption of new technologies to enhance embedded service experiences, including AI/ML-powered tools and automated workflows. Ensure the tech stack is optimized for efficiency and scalability as embedded services grow
Qualifications
Qualifications
- Customer Experience Advocate: 10+ years of leading customer experience, removing friction and delivering stellar human customer experiences — ideally in a technology?enabled services or SaaS environment.
- Team & Talent Builder: Substantial leadership experience and a proven track record as a talent steward with a demonstrated history of hiring, leading, and developing high performing and engaged teams. Experience leading large, scaled teams of 100+. Experience delivering through onshore and offshore teams preferred.
- Boundaryless Leader: Cross-functional leadership experience, partnering to influence different functions at all levels across product, engineering, finance, and operations.
- Product & Business Acumen: Customer and expert champion with a design mindset and demonstrated strengths in improving or designing new customer and expert experiences. Track record developing clear and compelling business cases that support prioritization of work and investments.
- Customer Success & Support Expert: Proven ability to lead and develop large-scale customer success teams and foster a high-performance culture through internal and partner workforces. Experience delivering customer success for SMBs.
- Experience in a dynamic work environment, managing and executing complex system and organizational change initiatives at scale.
- Change Leader: Proven track record of success and significant experience in a fast-paced organization, leading customer-centric operations and teams.
- Bachelor's degree or equivalent practical experience; MBA, CPA, or professional qualification in Accounting or Finance
- Minimum of 10 years of experience primarily in service delivery, customer success, or account management in a people leadership role.
- As this role will require collaboration across multiple global teams, it will require up to 25% travel.
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®: 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:
