"Alerted.org

Overview

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.

What you'll bring

+ A minimum of three to five years in a formal leadership or people management role, along with project management experience, is required. Experience in leading and managing multiple retail locations is highly preferred.

+ Demonstrated ability to adapt to changes while working in a startup setting within a larger organization.

+ Experience managing large scale projects that span multiple stakeholder groups, as well as articulating project status and escalating issues to third-party partners, peers and senior leaders.

+ Strong track record of leading a workforce with a wide range of skills and experiences through goal setting, performance management and creating an inclusive environment of trust, transparency, and clear expectations.

+ Strong analytical capabilities with proven ability to leverage data and analytics to drive performance management and decision making.

+ Excellent interpersonal, communication, and presentation skills.

+ Credentialed tax professional licensed to practice before the IRS and/or understanding of IRS procedures is preferred, but not required.

+ Bachelor’s degree in a relevant tax or personal finances field of study or equivalent experience is preferred, but not required.

+ Must have (or be willing to obtain) a dedicated hardwired internet connection that meets Intuit Security criteria.

+ Must reside in the United States.

+ Up to 30% travel required

How you will lead

+ 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.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is: Bay Area California $116,000.00 - 157,000.00Southern California $116,000.00 - 157,000.00Colorado $110,500.00 - 149,500.00Hawaii $116,000.00- 157,000.00Illinois $110,500.00 - 149,500.00Massachusetts $116,000.00 - 157,000.00Maryland $110,500.00 - 149,500.00Minnesota $99,500.00- 134,500.00New Jersey $116,000.00- 157,000.00New York $116,000.00 - 157,000.00Ohio $99,500.00- 134,500.00Vermont $110,500.00- 149,500.00Washington $116,000.00 - 157,000.00Washington DC $110,500.00 - 149,500.00This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits).Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing pay equity for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.

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.