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Overview

As a Group Manager within Intuit’s QuickBooks Live Service Strategy team, you will lead a team of cross-functional partners responsible for shaping and executing the customer experience strategy for the expert-led services we offer. The goal is to simplify bookkeeping and compliance needs for small and medium-sized businesses through AI-powered service innovations that ultimately drive revenue growth and retention for the QuickBooks ecosystem.

This position demands a visionary, customer-obsessed leader who can align teams and stakeholders to deliver innovative and trusted experiences for QuickBooks Live customers.

Responsibilities

+ Service Definition & Innovation: Lead innovation and experimentation to deliver 0-to-1 service launches through our team of experts. Continuously optimize operations to maximize growth, ROI and customer satisfaction.

+ Service Experience Strategy: Leverage deep expertise in bookkeeping, tax, or compliance to design and implement innovative service offerings that unlock new revenue opportunities. Own the end-to-end planning — including scope, expert capability requirements, and timelines — to ensure successful execution.

+ Design Thinking & Customer-Centricity: Apply design thinking methodologies to create seamless, intuitive service experiences that enhance customer value and drive long-term retention.

+ Cross-Functional Leadership: Collaborate with Product Management, Marketing, Sales, Analytics, Design and Service Delivery teams to deliver integrated service experience solutions that accelerate business growth.

+ Customer Insights & Continuous Improvement: Harness customer feedback, market research, and data analytics to uncover actionable insights and guide continuous enhancements to the service experience.

+ Performance Measurement: Monitor and analyze key metrics related to service experience, operational efficiency, and monetization to assess impact and identify opportunities for optimization.

+ Technology Enablement: Partner with Product Management and the Virtual Expert Platform teams to integrate innovative AI-driven technologies that elevate service delivery, streamline operations, and increase customer engagement.

Qualifications

+ Proven leader with experience in a services based industry or SaaS organization, with 10+ years in a leadership role driving business results through improved customer experiences in Customer Success, Product Management, Product Marketing or similar functions.

+ Undergraduate degree in a business, technical, or science discipline; MBA or advanced degree preferred; Experience or Expertise in Tax or Bookkeeping highly preferred.

+ Proven experience in service experience strategy, customer experience design, or related field with a focus on service delivery.

+ Proven ability to design and implement service experience strategies that improve customer retention and drive revenue growth.

+ Strong understanding of customer journey mapping, market research techniques and methodologies, and service design principles.

+ Experience applying AI capabilities to improve expert experiences, improving customer experiences and delivering strong ROI for the business.

+ Strong cross functional leadership - Ability to inspire an organization to deliver and champion customer experiences that drive retention and growth. Demonstrated success in building high performing teams through dotted line and direct management including recruiting and retaining top talent.

+ Customer service & support expertise - Demonstrated strength managing or working with customer support organizations and operations.

+ Excellent analytical skills with the ability to ask the right questions and translate data into actionable insights.

+ Excellent communication, presentation, and collaboration skills.

+ Familiarity with business tax, sales tax and/or payroll tax is an advantage

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This 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 (https://www.intuit.com/careers/benefits/full-time-employees/) ). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is:

Bay Area California $215,500.00 - 291,500.00

Southern California $190,000.00 - 257,000.00

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.