Principal Customer Experience Professional

Principle Service Delivery Manager

Join the Intuit Customer Success team as a Principle Service Delivery Manager in our Expert Network, shaping best in class product support experiences for our high-value customers. Be at the center of growth in our Expert Network, where we're looking for talented individuals to help optimize our greatest resource : our people and processes. You'll be pivotal in delivering an awesome service experience for Quickbooks customers. Support experiences are at the heart of how we win and deliver differentiation in the market. Our approach to customer success is ever-evolving and always focused on achieving the highest levels of customer satisfaction. We are deeply customer obsessed and solve for customer pain through data-driven insights and an innovative mindset. The Expert Network teams are at the core of this as we innovate, experiment, learn, pivot, and scale.

In this role, you will be a critical contributor within a team that is at the center of creating and delivering world-class customer experiences and an environment that facilitates our experts in doing the best work of their lives. You will be responsible for driving strategic initiatives and operational improvements to deliver world-class customer experiences through our partner network. As a key advocate and voice for customer and expert needs, you will play a crucial role in scaling support to achieve product support and growth targets. You will be accountable for identifying opportunities, driving performance enhancements across multiple partner expert teams with efficiency and rigor, leading change, and advocating for platform improvements.

Responsibilities

• Champion Customer and Expert Experience
• Optimize Operational Performance
• Strategic Thought Partner
• Design Scalable Solutions
• Foster Innovation
• Drive End-to-End Thinking
• Data-Driven Insights
• Financial Acumen
• Strategic Direction
• Process Excellence
• Adapt to Dynamic Growth
• Leverage Technology
• Cultivate Advocacy

Qualifications

Experience : 8+ years of proven success and significant experience in a fast-paced organization, driving customer-centric operations and initiatives. The ideal candidate is a :

Customer Experience Advocate : Demonstrated ability to remove friction and deliver stellar customer experiences.

Premium Experience Delivery : Experienced in driving delivery for high-value, complex customer groups.

Influence & Collaboration : Proven track record of influencing cross-functional teams and stakeholders without direct authority, fostering strong partnerships, and guiding others.

Boundaryless Leader : Demonstrated cross-functional collaboration experience, partnering to influence different functions at all levels.

Product & Business Acumen : Customer champion with a design mindset and demonstrated strengths in improving or designing new customer and expert experiences. Has developed clear and compelling business cases that support prioritization of work and investments.

Customer Success & Support Expert : Proven ability to contribute to and enhance large-scale customer success teams and foster a high-performance culture in a virtual environment through internal and partner workforce. Experience delivering customer experiences for accountant and mid-market customers a plus.

Change Leader : Experience in a dynamic work environment, managing and executing complex systems and organizational change initiatives.

Communicator : You will be fluent in English and have excellent written and verbal communication skills, including an ability to communicate complex issues simply. Proficient in MS Word, Excel, and PowerPoint.

Education : Bachelor's degree or equivalent practical experience. MBA or focus in Business or Operations Management a plus.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs. Pay offered is based on factors such as job-related knowledge, skills, experience, and work location.