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Intuit Premium Customer Care Senior Manager in Tucson, Arizona

Overview

Come join the Small Business & Self Employed Group (SBSEG) as a Premium Customer Care Senior Manager for the Premium Customer Care team. This Senior Leader role is responsible for leading a team of leaders supporting Accountants and Accounting Firms and executing on Intuit’s Premium Care strategy-- building relationships with customers, anticipating their needs, and growing their businesses or practices.

The Premium Customer Care team’s focus is to serve our Small Businesses and Accountants as advocates and partners. We fuel Intuit’s customer obsession and are “the champion of those who dare to dream.” Premium Customer Care Experts act as small business consultants, seek to identify and address customer pain, and ensure customers are matched to the best Intuit offerings as solutions. We deliver exceptional experiences daily, and participate in projects and experiments as needed, with the goal of influencing the continued evolution of world-class products and customer success.

In this essential role, you will be a transformational leader contributing to and enabling the delivery of differentiated experiences. Leading dispersed teams with vast knowledge and expertise, you will demonstrate courage, inspire through change, and design experiences Accountants and Small Businesses cannot live without.

What you'll bring

  • Three to five years in a formal leadership role, leading high performing teams

  • Strategic thinker, leading and identifying opportunities for change

  • Proven experience working with team members in establishing career development plans and in meeting individual needs

  • Strong project management and analytical skills

  • Excellent interpersonal, communication, and presentation skills

  • Comfortable working under pressure in a fast-paced environment while keeping the customer and your employee’s front of mind

  • Proficiency in MS Office and CRM (SalesForce preferred), with the ability to quickly learn other proprietary systems and tools

  • Customer obsessed mindset for both internal and external customers

  • Demonstrate an entrepreneurial perspective

How you will lead

  • Effectively lead and coach a team of Premium Care frontline managers to deliver awesome assisted care experiences by phone, video or chat that solve for today and the future

  • Drive innovative impact - continuously assess, create, and redesign processes to ensure that they are sustainable and scalable to drive ease for customers and employees across the care experience

  • Inspire, mentor, and develop leaders to build high performing, engaged teams with a culture of growth and career development

  • Utilize key metrics and leading indicators to set clear expectations, drive consistent outstanding performance, and quickly identify opportunities to action

  • Work and lead strategically, ensuring business goals and outcomes are aligned

  • Own end-to-end successful delivery of innovative experimentation and projects through collaboration across functions and organizations

  • Act as a change agent, role modelling the integration of new ways to do things, and demonstrating exceptional change management

  • Partner with operations and other teams to ensure efficient utilization of resources and meet financial objectives

EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.

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