Come join the Intuit Customer Success team as a senior manager leading our Expert Voice and Insights team. In this role, you will lead the team that influences, develops and implements strategies, processes and experiences to gather and share insights about the experiences of experts across our business. Our growing network of Intuit experts, includes a diverse group of internal and external product experts, tax attorneys, credentialed tax and accounting experts, managers, and many more. The network of tens of thousands continues to grow and prosper.
Your mission: gather and leverage data and insights to influence and drive awesome expert experiences that create an environment where Intuit is the employer of choice and it’s easy to delight our external customers.
- 5+ years of professional experience, preferably in process excellence, project/program management, product management, or customer experience
- Bachelor’s Degree or equivalent; MBA a plus; equivalent experience will be considered
- Experience managing a team
- Proficient in Microsoft or Google suite (documents, spreadsheets, presentations)
- Excellent written and verbal communication skills; ability to communicate complex data, information and issues in a simple way
Oversee our Expert Insights Practices & Processes: accountable for managing all aspects of the expert feedback and insights process, including:
- Expert survey design, implementation and cadence
- Recruiting and engagement of experts across our network to enable teams to deeply understand and have empathy for their work
- Managing our Expert Connect program in San Diego to enable connecting experts with leaders and teams in person
- Partnering with researchers, product managers and other teams to enable gathering and sharing of insights
- Driving continuous improvement in the quality and effectiveness of expert insights practices and processes
Oversee User Acceptance Testing and AI Model Validation Work: accountable for managing two exciting elements of our expert-focused work, including:
- UAT process: from intake and recruiting, to test setup and results, your team manages the UAT process end to end, ensuring that new tools, processes and tech meet the needs of end users
- AI Model Validation: our highly-skilled and knowledgeable experts are key to ensuring that our AI models deliver accurate and complete answers. Your team engages with product teams to plan, set up and complete model validation activities to deliver on our mission of being an AI-powered team
Advocate for Experts: role model “expert obsession” by:
- consistently advocating for experts, ensuring they are being included in work that impacts them and using insights from them to improve experiences
- enabling the capture of data and insights to identify opportunities, inspire action and drive prioritization
- ensuring stakeholder awareness of opportunities to improve the expert experience
Develop & Manage a High-Performing Team: guide, direct and grow our amazing team to deliver on priorities.
- Communication/Influence Change: able to communicate strategy and practice effectively to drive alignment and action; approachable and strategic, with experience working in complex organizations
- Strategic Thinking: a strategic thought leader, who thinks end-to-end and is able to set goals and prioritize to deliver on the most important work to be done. Able to make progress towards a vision.
- Project/Program Management: able to define and drive cross-functional projects, experience working with product management to provide requirements for scoping/prioritization; focused on on-time delivery of quality products/outcomes
- Awesome People Leader: able to guide, direct and grow our amazing team to deliver on priorities.
