Intuit Vice President of Strategic Operations, Consumer Tax Ecosystem in San Diego, California

Description

 

TurboTax is a growing vibrant business with a long track record of outstanding results.  The Customer Care team is executing on several key initiatives to help deliver against our vision and strategy.  This role as VP of Strategic Operations Consumer Tax Group will be solely focused on helping us continue to shape TurboTax’s long-term growth plan as we continue to evolve in today’s ever-changing technology landscape.  We are no longer downstream operations but a key embedded feature of our current iteration of products.  This new role is focused on services as a product, connecting our customers with financial professionals in our mission of “Powering Prosperity Around the World”. 

 

As we scale our workforce to continue delivering awesome experiences to Intuit customers in new and different ways; you will be responsible for enabling the quality, execution and curation of a distributed workforce as we continue our transformation from customer care to professional services.  A key deliverable of this role will be to build the Care infrastructure to support the collaboration engines and tools on a modern architecture.  This role will also encompass product engagement and leadership, technology knowledge and application, high availability service, and business acumen and go-to-market engagement.

 

Your innovative leadership will help us think differently and shape the product’s trajectory by working with senior executive leadership to define strategy, success metrics and the supporting details of our long-term growth plans.  Your focus will be to define what can be versus expanding or replicating what is already in play. 

 

If you have a passion for disruption and a track record of success developing and launching technology products for consumers, we’d like to hear from you!

 

Responsibilities:

  • Key member of the Sr. leadership team responsible for overseeing the scope & complexity of delivering awesome professional services to millions of customers across TurboTax and our new consumer open platform

  • This role will have 4 direct reports leading the following teams: Operations, Service Excellence, Systems & Tools and Workforce Management

  • This leader will use data, customer & agent insights, and world-class technology solutions to drive change and to continuously improve the care experience

  • Lead across CTG and Intuit to define and deliver the technology, systems and operational rigor to support the workforce of the future at scale

 

Qualifications

 

  • We are looking for a seasoned executive with a minimum of 15 years as one of the most senior business leaders in a technology or SaaS organization that delivers transformative, delightful Customer Care experiences and growth

  • Experience leading the operations, systems & logistics to enable a large, distributed workforce to provide world-class service to millions of customers in an online, connected world

  • Influence & partner with key internal stakeholder teams: Sr. Leadership, Product Development, CTO, Marketing to ensure shared vision and the ability to prioritize and drive initiatives forward

  • Create an environment of innovation and continual improvement to re-imagine how we deliver the customer experience

  • Exceptional ability to collaborate, influence, mobilize and energize complex cross-org and cross-functional teams to implement creative, innovative, best in class solutions

  • Organizationally savvy, with good interpersonal effectiveness, influence, and ability to get things done through both formal and informal means

  • A passion for delighting customers through innovative experiences is the central theme of this role

  • Must exhibit strong people leadership… the ability to inspire an organization to deliver Awesome experiences

 

EOE AA M/F/Vet/Disability