Manager 2 Customer Experience
4 weeks ago
**Overview**:
Do you have a passion for growing new businesses and building awesome customer experiences?
Intuit is disrupting in-person expert financial services with fast-growing brands like TurboTax Live and Quickbooks Live, which has created an exciting opportunity for a data-driven customer experience leader to drive business growth and enhance profitability by using impactful insights to drive customer experience decisions, technology roadmaps, and product design.
As the Senior Manager for Live Services Scaling Strategy for the Consumer Group, you will be in a leadership position to formulate and drive scaling strategies for Live Services, such as TurboTax Live, TurboTax Live Full Service, and TurboTax Live for Business - Intuit’s fastest-growing product lines.
**What you'll bring**:
- 7+ years of experience working as a product manager or customer experience leader
- Startup experience is a bonus
- 3+ years of experience leading a team
- Seeks out and capitalizes on opportunities for change that enhance the business and customer experience, rather than reacting to circumstances
- Experience as a business partner for senior leaders; comfortable distilling complex data into a simple storyline
- Excited to mentor other team members and develop talent
- Insatiable curiosity backed up by the intelligence and drive to seek out key information
- Outstanding communication skills: ability to tell stories with data, educate effectively, and instill confidence, motivating stakeholders to act on recommendations
- Excellent problem-solving skills and end to end quantitative thinking
- Ability to manage multiple projects simultaneously to meet objectives and key deadlines
**How you will lead**:
- _ Drive Business Strategy: _You will own critical outcomes with high visibility to Intuit’s most senior leadership, such as the conversion, quality, and efficiency of our Live Service products. To achieve these outcomes, you will collaborate with senior leadership, analytics teams, and operating teams across the business, ensuring we are using the best possible data and evidence, collaborating to build our growth plans and identify strategic “unlocks”. You will guide critical decisions with a curious mind, using judgment and data in equal parts, inspiring cross-functional partners to action, and following through with an execution plan to ensure success of key objectives.
- _ Advocate for the customer experience: _Our growth depends on customers choosing to use our products and services, out of a marketplace with many competitors. You will ensure customers continue to choose our products by staying close to the pulse of the customer experience and using the insights you gain to drive decisions that will continue to delight customers. You’ll maintain a high sense of curiosity and seek out listening posts such as surveys, reviews, conversion dashboards, etc.; and partner with teams such as User Research and Market Research. Where we have gaps in our understanding, you’ll work with teams to develop new listening posts and advance our capabilities.
- _ Develop an influential team_: Because your scope and impact will be large, you will have the opportunity and need to develop a strong team that can act as leaders in their own right. You will coach your team to be curious, strategic, and influential leaders that we would feel confident assigning meaty initiatives to, trusting that they will represent our team well.
**Our Culture**:
- Get ready to grow - you’ll be challenged to think bolder, move faster, and have a bigger impact on this transformative offering. You’ll develop deep partnerships with an amazing group of collaborative and creative designers, marketing and product managers, engineers, tax experts, analysts and operators dedicated to our mission, which will make everyday a rich and fun learning experience.
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