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Overview

Join Intuit’s Service Delivery Team in our QuickBooks Live Expert Assisted offering. We're looking for a hands-on leader to join our team as a critical bridge between internal teams and external partners, ensuring we deliver excellence across every touchpoint.

In this role, you will be instrumental in driving the performance of our QuickBooks Live Experts by providing leadership and performance management oversight to a team located at one of our third-party service partners. Your efforts will help ensure these front-line accounting industry professionals empower Small Business owners in self-managing their books.

We are looking for strong leaders who are excited about helping grow and improve this new service through our partner ecosystem.

Ideal candidates will have 5+ years accounting experience, experience managing a

high performing remote and geographically diverse team, and exceptional change management skills.

What you'll bring

One (or more) of the following is strongly preferred:

+ Active CPA credential (Certified Public Accountant)

+ Active CPB credential (Certified Public Bookkeeper)

+ 5 or more years of recent experience managing the books for Small Business Clients, or

+ Received a 4-year business degree in Accounting/Finance

+ Internal Applicants with Trajectory Changing or Exceeds Expectations ratings will be prioritized

_AND:_

+ Active QuickBooks Online Level 2 Certification required

+ Minimum of one year experience working with QuickBooks Online

+ Ability to travel to partner sites, approximately 10% (or less) of the time.

+ 1+ years related experience in partnerships management highly preferred

+ Experience managing or supporting remote teams, with strong understanding of the unique needs of this workforce

+ Proven ability to drive performance through contact center environments, including partner-managed teams

+ Demonstrated experience leading in co-employment settings or managing outsourced/nearshore partnerships, including oversight of both Expert and/or Leadership roles

+ Experience driving results through partners, including conducting business reviews, influencing partner strategy, and holding partners accountable to performance outcomes

+ Proficient with technology; solid knowledge of computer operations and software

+ Experience supporting career development plans and tailoring support to individual team member needs

+ Strong customer service skills—able to interact with customers through video/audio tools in a professional, friendly, and reassuring manner

+ Strong teamwork skills, flexibility, and a positive attitude

+ Ability to adapt creatively and proactively to evolving business needs

+ Comfortable working in a fast-paced environment with minimal supervision

+ Strong critical thinking, problem-solving, and decision-making abilities

+ Must be willing to undergo a background and credit check before being considered for this role

+ Bilingual a plus

How you will lead

+ Act as the voice of the partner internally, resolving escalations and clearing roadblocks that impede performance or customer experience.

+ Support the partner's leadership team through a fast paced, constantly changing environment

+ Deliver the highest quality support to QuickBooks Live Expert Assisted customers through, training and performance management of talented Bookkeeping Professionals

+ Support the partner's network and their leadership team in creating a high performing team that champions innovation and continuous improvement.

+ Foster a collaborative and positive team environment with a focus on both customer and expert experiences.

+ Effectively use data to evaluate, identify and support the coaching of partner Experts on our core KPIs’ of SRR (tNPS Survey Response Rate), tNPS(Transactional Net Promoter Score), IRR (Issue Resolution Rate), AHT(Average Handle Time), and PRS (Product Relationship Survey).

+ Drive quality customer engagements by monitoring Partner team’s performance, providing actionable feedback, implementing improvement plans and measuring progress toward goals.

+ Ensure the team is aligned with Intuit’s Mission, Operating Values, and Goals.

+ Act as the conduit between the team and the business by condensing and disseminating large amounts of information

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.