Vice President, Services Growth

San Diego, CA +1

Come join Intuit’s Small Business and Self-Employed Group (SBSEG) as the new Vice President, Services Growth. You will lead a new organization in Customer Success accountable for creating and executing a global Service Delivery strategy for our SBSEG ecosystem as we expand our portfolio of professional and advisory services including QuickBooks Live Bookkeeping, Full-Service Payroll as well as other domains on the horizon like financial planning, marketing, and business tax. This leader will be responsible for incubating and scaling new services models expanding our range of services from virtual Do It Yourself (DIY) solutions, Do It with Me (DIWM) to a Full-Service (DIFM) suite of solutions across the Small Business Ecosystem to drive our multi-billion dollar services growth opportunity. This leader will accelerate our ability to design technology powered human enabled solutions delivering on moments of truth in the customer lifecycle where advisory services can deliver on the benefits of complete confidence and ease to deliver break through customer consideration and revenue outcomes as defined in our 1- and 3-year business goals.


The direct team reporting to this leadership role will be accountable for managing, designing and executing end-to-end cohesive services delivery experiences with scalable operational models. This leader will also lead a dedicated executive leadership team across our Expert Network, Services Operations, Service Design, Services Analytics, VEP Product Management, Development and Process Engineering orgs to ensure we are consistently delivering value for customers as measured by designing consumer and expert interactions coordinated with a scaled labor model strategy with no service delivery dead ends. Additionally, this leadership role will have 2-3 direct reports with teams including a Director of Customer Experience accountable for connecting the seams between Service Delivery and Workforce operations to deliver consistent quality of service and intelligent matching of experts and customers enabling speed to benefit as well as favorable unit economics. We want to hire a world class leader with a services orientation who has led through AI and technology to drive scale and built world class teams.


We are looking for a leader with a proven track record delivering operational excellence in a services-based industry working across org boundaries with direct and dotted line leadership to drive the transformation required to scale our services operating model and drive consistent unparalleled quality of service. Your innovative leadership will help us think differently and shape our growth trajectory by working with senior executive leadership to define our service delivery strategy, efficiently scaling our services operating models and delivering on break through innovation.


Qualifications

  • We are looking for a seasoned executive with a minimum of 15+ years as a senior business leader in a on demand technology or SaaS organization that delivers transformative, delightful Customer Success experiences and growth
  • Experience leading highly matrixed complex large organizations 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 continuous improvement to re-imagine how we deliver the customer and expert 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


Responsibilities

  • Provide strategic vision and execution to operationalize concepts into realistic plans; Strong change management mindset with corresponding results
  • Apply business acumen and principles-based decision criteria to drive ruthless prioritization on investment decisions to drive enhancements to the customer experience and efficiencies through culture of continuous improvement
  • Using data, analytics, AI and machine learning to devise relevant performance metrics to track service levels and customer engagement
  • Develop vision and champion collaboration across product silos to achieve single view of the customer and employ this customer view to reduce customer friction points, enabling growth across the entire customer relationship
  • Recruit, develop, hire and mentor team, supporting innovation and high-performance culture
  • Drive a culture of customer advocacy and customer backed mindset, improving service operations and achieving meaningful renewal and retention rates
  • Demonstrate a leadership style that is collaborative, performance driven, upbeat, and motivational to drive toward reaching service goals
  • Collaborate with other Intuit teams, providing constructive feedback on customer needs to ensure competitiveness, and provide a clear vision for success
  • Win hearts and minds of the front line to create a culture where we are never satisfied losing a customer

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