Senior Manager, Customer Success

Intuit is a leading financial software company, and they are seeking a Senior Manager of Service Delivery in their Customer Success team. This role is pivotal in delivering exceptional service experiences for small business and mid-market customers while managing a geographically dispersed workforce and driving retention and growth through innovative operational strategies.

Responsibilities:

• Serve as a key leader in scaling onboarding and value-added services support for new and existing offerings
• Successfully manage a complex and geographically dispersed workforce, including hiring waves corresponding with peak season demand
• Lead and own the operational and quality performance across multiple teams delivering onboarding and value-added services
• Lead a team of Managers, focusing on mentoring and developing leadership depth within the organization
• Ensure the organization delivers on key performance metrics including Quality of Service, Net Promoter, Retention and Resolution Scores, Productivity (SLA, Utilization, Handle Time), and Expert PRS/Pulse survey results
• Play a key leadership role in the GBSG team, building strong partnerships and influencing strategic direction with business partners
• Drive innovation through experimentation and partnership with Thrive teams to create optimum processes for operational delivery and scale
• Lead change management, managing and executing complex system and organizational change initiatives, while driving efficiency and rigor
• Actively drive the delivery teams and partners to cultivate an environment focused on the Customer and Expert experience. Ensure high-value interactions that resolve issues, build customer affinity, and attract, retain, and inspire our Expert Network

Requirements:

• Proven track record of success and significant experience in a fast-paced organization, leading customer centric operations and teams
• Bachelor's degree or equivalent practical experience, MBA a plus
• Minimum of 5 years of experience primarily in service delivery (contact center or partner management) or a services/SaaS-based industry in a people leadership role
• Deep familiarity with customer experience and performance metrics, including, but not limited to: tNPS (Net Promoter Score) and interaction KPIs (ASA, TR, AHT, Occupancy, Utilization, Resolution, etc.)
• Customer focused and desire to understand and help design and deliver the end-to-end customer and expert experience
• Strong written and verbal communication skills and ability to present information in a clear and concise manner, influencing in a cross-matrixed environment
• Ability to interpret and disseminate complex or ambiguous information to your team at point of need
• Experience in a dynamic work environment as a leader of change, managing and executing complex system and organizational change initiatives
• Strong track record of managing multiple projects, deliverables, and workload, with a varying degree of complexity and deadlines
• This role will require up to 20% travel for collaboration across multiple teams