Senior Manager, Onboarding Product & Service Strategy (Workforce Solutions)

Come join the Small Business & Self-Employed Group (SBSEG) Customer Experience Growth & Retention team as the Sr. Service Strategy Manager responsible for product onboarding strategies and ecosystem growth opportunities.

We are looking for a customer-obsessed leader to optimize existing customer onboarding experiences and create new ones that will use the power of our ecosystem of products and expert-based services to drive growth and customer retention. This leader will help build onboarding experiences to help our various customer segments utilize their QuickBooks Online products to its greatest potential. You will partner with other functions including Marketing, Customer Success, Sales, Expert Network Platform, Product Management, PD, Design and Analytics to ensure we deliver the best experience for our customers as they get started with their QuickBooks products through deep customer insights and hypothesis-driven experimentation and innovation.

Responsibilities

• Continuously build deep empathy and understanding of our customers and their struggles as they get started with our portfolio of products, and find solutions to help solve their biggest needs.
• Develop and use customer segmentation to deliver innovative and personalized service experiences, translating deep customer insights into innovative, bold strategies that deliver retention, customer growth and revenue growth.
• Drive new business growth opportunities leveraging onboarding services to drive ongoing growth and retention.
• Conduct research and in-market experiments to deliver data-backed recommendations for net new onboarding experiences using our portfolio of product and bookkeeping experts.
• Design personalized service experiences, backed by data and in-depth research, leveraging AI/ ML-driven targeted interventions.
• Find new ways to leverage the services provided by our product and customer support/bookkeepers to create an onboarding experience with healthy economics, optimizing the labor model and increasing overall revenue for the business.
• Understand the pain points and needs of our experts to deliver a two-way experience that drives a great experience for the experts who deliver for our customers.
• Partner with Product, Research, Design, Marketing, Finance and Data teams in a highly matrixed organization to innovate and A/B test new customer experiences and influence the product/service roadmap.
• Actively analyze business and test data to generate insights and make informed decisions that drive business results.