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Director, Service Delivery Design, Assisted Experiences

Company: Intuit
Location: Mountain View
Posted on: September 22, 2022

Job Description:

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 functions.
  • 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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