Overview

　　In this role, you will be part of a leadership team that is at the center of creating a world class professional organization and an environment that facilitates our leaders and experts in doing the best work of their lives. You will lead a team of Senior Managers in the Expert Network team delivering the tier 3 experience, leadership of the escalations experience and critical issues impacting the customer experience. You will be the advocate and voice of this growing team and a key leader in championing the customer and expert experience in collaboration with our ecosystem of partners. You will be accountable for driving operational and quality performance across tier 2 and 3 teams, leading change management, driving efficiency and rigor, as well as 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 Small Business and Self-Employed segment leaders and modern operations team.

　　What you'll bring

　　Proven track record of success and significant experience in a fast-paced organization, leading customer centric operations and teams. The ideal candidate is a:

　　Customer Experience Advocate: 7+ years of leading customer experience, removing friction and delivering stellar human customer experiencesTeam & Talent Builder: Has substantial leadership experience and a track record as a talent steward with proven history of hiring, managing and developing a high performing and engaged team. Experience leading geographically dispersed teamsBoundaryless Leader: Cross-functional leadership experience, partnering to influence different functions at all levelsProduct & Business Acumen: Customer champion with a design mind-set and demonstrated strengths in improving experiences and reducing customer issues. Has developed clear and compelling business cases that support prioritization of work and investmentsCustomer Success & Support Expert: Proven ability to lead and develop large scale customer success teams and foster a high-performance culture in a virtual environmentChange Leader: Experience in a dynamic work environment, managing and executing complex system and organizational change initiativesCommunicator: You will be fluent in English and have excellent written and verbal communication skills including an ability to communicate complex issues simply. Proficient in MS Word, Excel, and PowerPointBachelor's degree or equivalent practical experienceMinimum of 7 years of experience primarily in service delivery or in a services/Saas based industry in a people leadership roleAs this role will require collaboration across multiple teams, it will require up to 20% travel

　　How you will lead

　　Champion a customer and Expert experience focused environment...lead the Expert Network supportability teams and work with internal partners to deliver experiences that build relationships with our customers, resolve customer issues, attract, and retain our Experts, and create promoters across both groupsCreate the vision and strategy for our Supportability organization to support the growth of our Expert Network and offeringsManage a geographically dispersed team, meeting hiring, training, and retention goalsLead operational and performance of our Expert Network teams, delivering on experience, opex and performance targets. KPI's include ASA, AHT and IR for our next level help (T2) teams, escalations, Investigations assessment (INV's), TNPS across tier 1Analyzing contact drivers to identify knowledge gaps at the tier 1 level and partnering to close. Proactively communicating escalated issues in real timeObserve and understand customer and expert pain points; identifying problem areas and working cross functionally to drive improvements to the experiencePartner with legal on subpeona requests and data collectionProvide deep subject matter expertise through the supportability team, able to lead and drive resolution for complex issues and those requiring back office supportCollaborate with senior leadership on the vision and strategy for Service Delivery, creating talent strategies for next level help experts and supportability across the ecosystemPartner with forecast, demand, and experience teams to determine and improve accuracy and precision in our forecast and operational performance relating to Next Level HelpWork with Ops Strategy & Finance Partners to align on operational and financial plans and deliver to targetPlay a key role in the SBSEG Service Delivery leadership team in the Expert Network, responsible for driving strategic initiatives and building strong partnerships and influence with our business and segment partnersProvide operational and thought leadership by developing priorities and managing operating mechanisms that drive a highly effective and efficient service delivery organization Establish and own a robust calibration and performance review process to ensure high caliber supportability expert, manager, and senior manager performance beyond peak seasonThrives in a dynamic growth environment where high velocity change is seen as an opportunity to grow You will create and promote an "advocacy" culture and mind-set across the organization, which places emphasis on delighting customers and experts in everything that we do You will lead a highly engaged workforce of supportability specialists and leaders through frequent communication, goal setting, performance management and creating a positive environment of trust, transparency, and clear expectations