Senior Manager 2, TurboTax Live Service Delivery

Company Overview

Intuit 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 Overview

Join the Intuit Customer Success Team and play a pivotal role in the TurboTax Live Service Delivery team. We are looking for an individual to help build and manage front-line experts with a new innovative approach to driving high touch customer service for customers looking to have their taxes prepared and get questions answered in person. This approach leverages on-site experts in consumer settings to assist TurboTax customers with product-related questions and seamlessly connect them with tax professionals for virtual tax preparation. Be a part of a dynamic team dedicated to bringing our world-class tax services directly into our customers' communities.

Responsibilities

• Build customer-focused pop-up locations across the US that deliver exceptional service and value. Specific goals include maximizing operational Key Performance Indicators (KPIs), ensuring consistent service quality expectations and managing a diverse network of third party partners and internal employees.
• Collaborate with partners throughout the organization to create and implement a new service model, developing a plan for execution and ensuring consistent deployment across multiple locations.
• Aim to consistently enhance experiences by leveraging data and Voice of the Customer (VOC) to drive innovation and the development of new services.
• Create and drive mission teams that focus on solving business problems with velocity.
• Travel to and visit on-site locations for quality monitoring, process assessment, and ongoing training.
• Drive transformational innovation and tech-led scalable solutions to customer, expert, and business problems.
• Create an environment that champions innovation and continuous improvement.

Qualifications

• It is expected that this role will require up to 60% travel, with travel requirements up to 85% during peak tax periods.
• A minimum of three to five years in a formal leadership or people management role, along with project management experience, is required. Experience in leading and managing multiple retail locations is highly preferred.
• Demonstrated ability to adapt to changes while working in a startup setting within a larger organization.
• Experience managing large scale projects that span multiple stakeholder groups, as well as articulating project status and escalating issues to third-party partners, peers and senior leaders.
• Strong track record of leading a diverse workforce through goal setting, performance management and creating an inclusive environment of trust, transparency, and clear expectations.
• Strong analytical capabilities with proven ability to leverage data and analytics to drive performance management and decision making.
• Excellent interpersonal, communication, and presentation skills.
• Credentialed tax professional licensed to practice before the IRS and/or understanding of IRS procedures a plus, but not required.
• Bachelor's degree in a relevant tax or personal finances field of study or equivalent experience required.

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