Group Manager Customer Experience, QuickBooks Live Service Experience Mgmt.

As the Group Manager, you will collaborate with cross-functional teams to design and optimize the customer journey and end-to-end experience with QuickBooks Live service offerings. You will ensure that customers are connected to the right experts who can best address their unique needs and ensure there are no dead ends in their interaction with our services. Ultimately, you are responsible for driving confidence among our customers as they use QuickBooks to manage and grow their business.

This is a fast-paced, highly collaborative environment that requires a dynamic individual who can dive deep into details while maintaining a strategic perspective. Leading a team of service experience managers and designers, you'll define how we deliver benefits to customers through our experts, measure efficiency, and identify opportunities that make a meaningful impact to our bottom line.

We are looking for an extraordinary leader who is passionate about disrupting the status quo, creating new offerings proven to drive customer benefit and business growth, and building high performing teams.

Responsibilities

• This role is directly accountable for 1) innovating and experimenting to deliver amazing experiences for every QuickBooks customer interacting with our knowledgeable and vast team of experts, 2) establishing service experience design and service levels, including standardizing the processes and prioritizing protocols to enable experts to deliver customer benefits at scale, and 3) continually optimizing and adapting operations to maximize ROI and deliver positive experiences for our valued customers.
• Service Experience Strategy Development: Lead the formulation and execution of a comprehensive service experience strategy with a focus on compliance needs including business tax, sales tax and payroll tax. Own the scoping and planning of deliverables, expert skill requirements, and timelines to execute service offerings.
• Design Thinking Application: Apply design thinking principles to innovate and create seamless, intuitive service experiences that deliver customer benefits proven to drive customer retention.
• Cross-functional Collaboration: partner closely with Product Management, Marketing, Sales, and Service Delivery teams to design holistic service experience solutions that result in trajectory changing business growth.
• Customer Feedback and Insights: Utilize customer feedback, market research, and data analytics to drive insights and inform service experience enhancements.
• Performance Metrics and Analysis: monitor and analyze service experience and monetization metrics to understand the effectiveness of service experience strategies and identify opportunities for improvement.
• Technology Integration: partner with product management and our Virtual Expert Platform team to leverage technology solutions that enhance service delivery efficiently and drive customer engagement.