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Overview

Join the Intuit Customer Success team as a Manager 2 to build and lead a dynamic team of people leaders who are transforming our product support experience for our growing **Intuit Enterprise Suite Mid-Market** customers.

The Enterprise Suite is a key area of strategic growth for Intuit, and the product support team is at the heart of that transformation. This team is focused on delivering best-in-class service to this crucial customer segment. As a Manager 2, you will be a pivotal leader, managing a group of front-line managers and ensuring we deliver a high-touch, consultative support experience that helps our customers solve complex business challenges and achieve their goals.

We are a customer-obsessed organization that solves for customer pain through data-driven insights and an innovative mindset. Your leadership will be crucial in building a team that not only delivers on the promise of the Intuit platform but also establishes a new standard for service excellence that is a key differentiator in the marketplace.

In this role, you will be a key people leader for the Enterprise Suite product support team. You'll be accountable for managing and coaching a group of Manager 1 leaders and their teams, fostering a culture of ownership, collaboration, and continuous improvement. You will be at the center of delivering a world-class support experience while creating an environment that empowers our experts to do the best work of their lives.

You will be responsible for defining and executing operational strategies, ensuring the team meets performance targets, and working cross-functionally to advocate for the needs of our enterprise customers. You will have a unique opportunity to shape the future of our support model, drive significant business outcomes, and directly contribute to Intuit's strategic growth.

What you'll bring

+ **Experience:** 5+ years of proven leadership experience, including at least 3 years managing other people leaders in a customer success, support, or service delivery environment.

+ **People Leadership:** Demonstrated ability to build, lead, and coach a high-performing team. Experience in hiring, managing performance, and developing talent.

+ **Contact Center Fundamentals:** Deep knowledge of contact center operations, including case management, workforce management, and quality assurance.

+ **Customer-Centric Leadership:** A passion for delivering exceptional customer experiences and a deep understanding of customer needs, particularly within complex business environments.

+ **Strategic Acumen:** Proven ability to translate strategic goals into operational plans and execute them with rigor.

+ **Problem Solver:** Strong analytical and problem-solving skills with the ability to use data to drive decisions and operational improvements.

+ **Change Management:** Experience leading a team through organizational change and adapting to a dynamic, high-growth environment.

+ **Communication:** Excellent verbal and written communication skills with the ability to influence and collaborate with diverse stakeholders.

+ **Education:** Bachelor's degree or equivalent practical experience.

How you will lead

+ **Build and Lead a High-Performing Leadership Team:** Recruit, hire, and manage a team of Manager 1 leaders. Provide clear direction, coaching, and development to ensure the team is set up for success in their roles.

+ **Drive Operational Excellence:** Manage day-to-day operations for the Enterprise Suite support team, ensuring the team meets key performance indicators (KPIs) and service level agreements (SLAs).

+ **Champion Customer and Expert Experience:** Instill a customer-first mindset within the team. Drive initiatives that deliver experiences that resolve complex customer issues and build lasting loyalty.

+ **Innovate and Optimize:** Identify opportunities for process improvement and efficiency gains. Partner with continuous improvement and technology teams to leverage new tools and technology, to enhance our service delivery model.

+ **Foster an End-to-End Case Management Culture:** Ensure the team effectively manages cases from start to finish, providing seamless communication and resolution across multiple customer touchpoints.

+ **Collaborate Cross-Functionally:** Serve as a key liaison between the Enterprise Suite support team and other functions, including product, sales, and engineering, to advocate for customer needs and influence platform improvements.

+ **Analyze Performance Data:** Use data and insights to monitor team performance, identify trends, and make informed decisions that improve both the expert and customer experience.

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.