Overview

　　Join the Intuit Customer Success team as a Senior Manager leading our Quickbooks Live Expert Network team. We're looking to grow our team of talented individuals to help optimize our greatest resource, our people. We are looking for a strong manager to build and lead a large, virtual team, while at the same time supporting the growing team in establishing scalable systems and processes.

　　The ideal candidate for this role is enthusiastic, empathetic, organized, and flexible to constantly re- prioritize and adapt in an ambiguous, quickly-evolving environment. Professional bookkeeping experience and experience managing large remote teams are highly desirable.

　　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 possesses:

　　Bachelor's degree or equivalent practical experience, MBA or focus in Accounting/Finance a plus Minimum of 5 years of experience primarily in service delivery or the Accounting industry in a people leadership role Customer focused and desire to understand and help design and deliver the end to end customer and expert experience Strong written and verbal communication skills and ability to present information in a clear and concise manner, influencing in a cross-matrixed environment Ability to interpret and disseminate complex or ambiguous information to your team at point of need Experience in a dynamic work environment as a leader of change, managing and executing complex system and organizational change initiativesStrong track record of managing multiple projects, deliverables, and workload, with a varying degree of complexity and deadlines.

　　As this role will require collaboration across multiple teams, it will require up to 10% travel.

　　How you will lead

　　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 experts in doing the best work of their lives. In this role, you will be responsible for managing a team delivering the Quickbooks Live monthly service. You will be the advocate and voice of this growing team; a key leader in scaling support for new and existing offerings. You will be accountable for driving performance across multiple teams with efficiency and rigor, leading change management, platform improvements, work assignment and schedule adherence, as well as coaching your leaders to meet existing and new performance expectations.

　　• Manage a complex and fully geographically remote workforce, inclusive of significant hiring waves corresponding with peak season demand. Meet training, PRS and retention goals.

　　• Drive innovation through experimentation and partnership with our Thrive teams to create the optimum processes for our operational delivery, embodying a mindset of continuous improvement and designing solutions that drive customer growth and scale across our service offerings

　　• Observing, and understanding customer pain points; identifying problem areas and working cross functionally to drive improvements to the Quickbooks Live experience

　　• Leading teams through exploring and testing new technologies or service methodology changes to address expert and customer needs

　　• Play a key role in the QB Live leadership team, responsible for driving strategic initiatives and building strong partnerships and influence with our business partners.

　　• Responsible for ensuring your organization delivers on the Key Performance metrics which include, Books Done, Productivity and Efficiency Metrics, and team engagement metrics like Expert PRS

　　• Collaborating on Strategic direction for Service Delivery vision and designing footprint strategies for our domain experts.

　　Working with forecast, demand, and experience teams to determine and improve baseline forecastsCollaborate with Ops Strategy & Finance Partners to align on operational and financial plans to targetCreate an environment where people are encouraged to share information, to engage in debate, and to communicate freely.