Manager 3 Customer Support

Intuit • San Diego, CA

97d

About The Position

Join the Intuit Customer Success team as a Group Manager of Expert Services Delivery in the Expert Network team. We're looking to grow our team of talented individuals to help optimize our greatest resource, our people. As a leader on this team, you will be central to delivering a stellar experience for our customers and our rapidly expanding network of experts, made up primarily of Bookkeepers and Accounting Professionals. You'll be pivotal in delivering the service experience for our small business customers and play a key role in growing our Live services business, powering prosperity for our customers through AI powered human expert experiences. Our approach to customer success is transforming and is always focused on achieving the highest levels of customer experience. We do this through customer-focused thinking, which powers customer retention and growth. Our mindset is deeply customer obsessed and solves customer pain through data driven insights and innovation. The Expert Network teams are at the core of this as we innovate, experiment, learn, and grow. In this role, you will be part of a leadership team that is at the center of creating a world class professional organization and an environment that facilitates our leaders and experts in doing the best work of their lives. You will lead a team of Senior Managers in the Expert Network team delivering Quickbooks live services through a large-scale team. You will be the advocate and voice of this growing team and a key leader in scaling support for new and existing offerings. You will be accountable for driving operational and quality performance across multiple teams, leading change management, driving efficiency and rigor, as well as coaching your leaders to deliver exceptional experiences for our customers and experts. You will play a key leadership role in the Intuit Customer Success organization and partner closely with our Global Business Solutions Group segment leaders and modern operations team.

Requirements

• Proven track record of success and significant experience in a fast-paced organization, leading customer centric operations and teams.
• 10+ years of leading customer experience, removing friction and delivering stellar human customer experiences.
• Experienced delivery leader for high value, complex mid-market/enterprise customer groups.
• Substantial leadership experience and a proven track record as a talent steward with proven demonstrated history of hiring, leading and developing a high performing and engaged team.
• Experience leading large, scaled teams of over 500+.
• Cross-functional leadership experience, partnering to influence different functions at all levels.
• Customer and expert champion with a design mind-set and demonstrated strengths in improving or designing new customers and expert experiences.
• Proven ability to lead and develop large scale customer success teams and foster a high-performance culture through internal and partner workforce.
• Experience in a dynamic work environment, managing and executing complex system and organizational change initiatives at scale.
• Exceptional written and oral communication skills, particularly in setting clear expectations and tailoring communication to diverse audiences.
• Proven ability to manage and resolve complex customer escalations.
• Bachelor's degree or equivalent practical experience, MBA or focus in Accounting/Finance a plus.
• Minimum of 10 years of experience primarily in service delivery, customer success or account management in a people leadership role.

Nice To Haves

• Prior experience with QuickBooks Desktop, QuickBooks Online and/or competitor ERPs (Sage Intacct, NetSuite) is a plus.
• Experience in specific industries relevant to target verticals, such as non-profit, construction, or real estate, would also be beneficial.

Responsibilities

• Define and implement a forward-looking vision for talent and delivery that scales with our product growth and customer base.
• Lead and develop a high-performance team of experts across internal and partner teams.
• Establish clear goals, metrics, and success frameworks to continuously improve support delivery.
• Analyze data to identify trends, root causes of issues, and opportunities for process improvement and strategic intervention.
• Champion a customer and Expert experience focused environment.
• Drive the Expert Network delivery teams and work with internal partners to deliver experiences that build relationships with our customers.
• Resolve customer issues, attract, and retain our Experts, and create promoters across both groups.
• Champion the voice of the customer internally and ensure customer feedback is translated into actionable insights.
• Build a proactive, empathetic support culture focused on rapid resolution, transparency, and trust.
• Implement best practices in case and escalation management and root cause analysis.
• Own performance metrics including TNPS, SLA's, case resolution time, and case backlog management.
• Partner with key groups including workforce management, capacity planning, and service design to ready our teams for growth.
• Effectively manage team utilization, workload distribution, and capacity planning to optimize efficiency and ensure service quality for high-value accounts.
• Establish and maintain strong, collaborative relationships with GBSG CS leaders, Product leaders, Change management, Operations, and Tier 1 and 2 product support teams.
• Partner with analytics teams to evolve and track key performance indicators (KPIs) for customer success.
• Drive adoption of new technologies to enhance support experiences, including AI/ML-powered tools and automated workflows.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree