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 lead a management team 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 innovative approach leverages local 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 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 network of local tax experts with different viewpoints.
- Ensure financial success across all locations with a relentless focus on delivering value to customers while achieving growth and profitability goals.
- 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.
