Company Overview

Job Overview

Are you ready to revolutionize customer success and lead an elite team at the heart of innovation? Join Intuit's Customer Success team as a Senior Manager (M2), where you'll drive our Accountant Product Support team to deliver for our most influential customers, propelling them to new heights! As a Senior Manager (M2) in Intuit's Customer Success team, you will be responsible for leading our Accountant Product Support team. Your primary goal will be to elevate the support experience for our most influential customers, ensuring we drive exceptional results for them. This isn't just a job; it's an opportunity to be part of a leadership team that's building a world-class professional organization and an environment where our experts do the best work of their lives!

We're seeking a dynamic leader to optimize our greatest asset – our people – and deliver an unparalleled service experience for our most valued customers. Imagine empowering Accountants to fuel prosperity for Small Businesses through QuickBooks Accountant Premium and National Accounts support. This is your chance to make a monumental impact!

Our approach to customer service is relentlessly evolving, always striving for the pinnacle of customer satisfaction. We are deeply customer-obsessed, solving pain points with data-driven insights and an unyielding innovation mindset. Our Expert Network teams are the epicenter of this thrilling journey – innovating, experimenting, learning, pivoting, and embracing change at breakneck speed.

You'll manage a high-performing team of expert Front-line Managers within the QuickBooks Accountant team, acting as the advocate and voice for this rapidly expanding group. Be a key leader in scaling support for both new and existing offerings, dedicated to supporting QuickBooks accountants and ensuring they are equipped with every tool and all the support needed to truly excel. You'll be accountable for driving performance across multiple teams with precision and rigor, leading critical change management initiatives, platform improvements, work assignments, and schedule adherence. Plus, you'll be coaching your leaders to smash existing and new performance expectations.

This pivotal role is your chance to deliver an exceptional service experience for our accounting customers while optimizing team performance to new heights. The ideal candidate will be a driving force for operational improvements, leading incredible teams, expertly managing relationships, and ensuring sky-high levels of customer satisfaction.

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.

Qualifications

Qualifications and Skills: This is your moment to shine!

We're looking for a proven trailblazer with significant experience in a fast-paced, customer-centric organization, leading high-performing operations and teams. The ideal candidate possesses:

• 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.

Preferred Qualifications:

• 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.
• This role will involve collaboration across multiple teams, requiring up to 10% travel.

This role is part of an ongoing, monumental effort to fundamentally transform customer service by passionately focusing on customer-centric metrics and evolving beyond traditional call center indicators. The ultimate goal is to ignite customer satisfaction, boost retention, drive unprecedented revenue growth, and foster unparalleled employee engagement through innovative, data-driven solutions custom-tailored to the precise needs of accountants using QuickBooks. Join us and be part of this incredible journey!

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:

Bay Area California $ 164,500.00 - 222,500.00

Southern California $ 133,500.00 - 180,500.00

Colorado $ 129,000.00 - 174,000.00
Hawaii $ 135,000.00 - 183,000.00
Illinois $ 129,000.00 - 174,000.00
Massachusetts $ 135,000.00 - 183,000.00
Maryland $ 129,000.00 - 174,000.00
Minnesota $ 117,000.00- 158,500.00
New Jersey $ 135,000.00 - 183,000.00
New York $ 137,000.00 - 185,500.00
Ohio $ 117,000.00- 158,500.00
Vermont $ 129,000.00 - 174,000.00
Washington $ 135,000.00 - 183,000.00
Washington DC $ 129,000.00 - 174,000.00