Director, Service Delivery Design, Assisted Experiences
Location: Mountain View
Posted on: September 22, 2022
OverviewYou will accelerate our vision to be the center of
growth for Small Businesses through designing, incubating, and
scaling services operating models across SBSEGs ecosystem of
services offerings starting with our QuickBooks Live Bookkeeping
service as well as our Payroll full service experience including
designing appropriate labor model structures to meet customer
expectations, ensuring no service delivery dead-ends through our
digital and assisted channels so we can intelligently connect
people to experts at the right time at the right moments of truth,
creating service recovery interventions and deriving service level
requirements and attainment standards.What you'll bring
- A passion for delighting customers through innovative services
experiences is the central theme of this role. We are looking for a
customer obsessed proven leader with at least 10+ years of
experience in a services-based industry or SaaS organization, with
5+ years in a leadership role influencing customer experience
management in Customer Success, Product marketing or similar
- Experience leading consumer facing programs that focus on
delivering measurable business outcomes and value. Has driven
organizations through rapid growth and understand the criticality
of operational excellence.
- Exceptional ability to mobilize and energize complex cross-org
and cross-functional teams to implement creative, innovative, best
in class data driven tech led solutions.
- Create an environment of innovation and continuous improvement
to re-imagine how we deliver the customer and expert experiences
with technology powered human enabled solutions.
- Organizationally savvy, with good interpersonal effectiveness,
influence, and ability to get things done through both formal and
informal means across org boundaries.
- Must exhibit strong people leadership the ability to inspire an
organization to deliver awesome experiences.
- Talent steward with a proven history of hiring, managing and
developing high performing teams.
- Must possess demonstrated experience in developing clear
compelling business cases that support ruthless prioritization of
work.How you will leadIn a services world, the expert IS the
experience, and the service delivery experience IS the offering.
Ensuring we are operationally excellent and efficient between the
expert experience and workforce operations is the key to
accelerating product market fit and delivering value with speed to
benefit. Your team will also be accountable for defining and
deriving staffing requirements including the right expert profile
and matching the skills needed relative to the offering, ensuring
the right training and investments are in place to deliver
unparalleled quality of service and to achieve our 1- and 3-year
growth targets with favorable unit economics.You will also lead the
discovery and incubation of operating models for new advisory and
value-added services as a core part of our Customer Success
strategy. The outcomes of your team will be to deliver end-to-end
cohesive assisted experiences with consistent unparalleled quality
of service in partnership with your cross functional enabling
partners including ICS Workforce Operations, ICS Expert Network,
Services Analytics, Design, VEP Product Management and Process
Engineering to ensure we are consistently delivering value for
customers.Your team will be measured by the successful scaling of
service delivery strategies for new services engagement models as
measured by tNPS, PRS, NPS, Retention, LTV, Resolution, Conversion,
Abandon Rate, CPHC Reduction all relative to best alternative. Your
focus will be to define what can be versus expanding or replicating
what is already in play. If you have a passion for disruption and a
track record of success developing and launching technology
products for consumers, wed like to hear from you!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.
Keywords: Intuit, Mountain View , Director, Service Delivery Design, Assisted Experiences, Executive , Mountain View, California
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