Group Manager, TurboTax Assisted Customer Experience

Company OverviewIntuit is the global financial technology platform that powers prosperity for the people and communities we serve. With tens of millions of customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.Job OverviewJoin an innovative CX leadership team driving breakthrough growth and exceptional customer experiences for TurboTax.Intuit is seeking an experienced CX leader to head the Customer Success Assisted Services Growth team within Intuit's Consumer Ecosystem. In this role, you'll evolve how we engage customers in a scaled omni-channel environment — driving confidence, conversion, retention, and ecosystem adoption through high quality expert interactions and relationships. You'll partner closely with Product, Marketing, the Expert Network, and Data Analytics across the Consumer Ecosystem and platform teams, while building and coaching a team of managers and individual contributors.ResponsibilitiesWhat You'll DoLead and grow a high-performing team of CX professionals, focused on scaling our omni-channel expert-led services via retail, virtual and hybrid experiences prioritizing work to maximize both individual and team impactGuide the team in identifying customer needs and lead cross-functional experiments that test customer behavior and validate hypotheses across craft areasAnalyze data with cross-functional partners to solve complex, ambiguous problems and drive innovative solutionsChampion curiosity about customer behavior, building internal and external networks to understand needs from a broader perspectiveShape customer success, product, and marketing strategy — including experimentation — around customer journeys, segments, and lifecycle stageAdvocate for customers, using market research and Voice of the Customer insights to resolve barriers and define target-state experiencesRepresent CX on cross-functional leadership teams, driving data-informed change to improve customer and business outcomesChampion data-backed storytelling, ensuring systems and processes stay aligned to business needs and support reliable dataTranslate a deep understanding of Voice of the Customer and Voice of the Employee into commercial impactWhat You'll OwnStrategic practices aligned to Intuit's values and Customer Success goals, empowering teams to deliver innovative, customer- and business-aligned solutionsCoaching others in design thinking and process management to build a continuous improvement mindsetChange management — acting as a role model who communicates a clear change vision and manages stakeholder engagement through transformationIndependent strategy and execution planning for high-complexity projects, with decisions that shape cross-functional priorities and outcomesQualificationsWhat You'll Bring7+ years of Customer Experience leadership, including in highly matrixed, fast-moving environments — developing product/service experiences and driving revenue and customer growthStrong grasp of customer behavior, with experience in consumer segmentation, design thinking, and scientific decision-making methods; A/B testing experience requiredStrong analytical and problem-solving skills, with a track record of using data for customer insights, measurement, ROI analysis, and recommendationsA customer-first, design-minded approach, with demonstrated strength in product management or experience design (SaaS, self-help, or CRM environments preferred)Experience managing or partnering with customer support organizations and operations (direct or via BPO)Excellent verbal, written, and interpersonal communication skills, with the ability to tailor content across audiences and channelsSound business judgment, intellectual curiosity, and a strong desire to learnComfort operating at both strategic and tactical levels, leading by exampleEducation: BA/BS required; MBA strongly preferredIntuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may 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). 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: San Diego $190,000 - $257,000