Director of Operational Platform Innovation, Customer Success

Intuit Inc   •  

San Diego, CA

Industry: Technology

  •  

Not Specified years

Posted 53 days ago

ROLE DESCRIPTION

Come join Intuit as part of the Small Business Self Employed Group as the Director of Operational Platform Innovation for our Customer Success team. We are looking for a leader who is a creative problem solver with a passion for innovation, technology and teams to help us revolutionize the way small businesses run their business and deliver on our mission of “powering prosperity around the world.”

This executive position has the product responsibility for operational technologies in Customer Success including, Customer Relationship Management Platform, Workforce Management, Analytics technology and Forecasting tools.

This leader will be our Product Manager - responsible for innovating, improving and implementing cutting edge technologies and processes to help our Service Innovation teams capitalize on transformative customer opportunities in the small business space. The leader will strategically partner with cross functional stakeholders (e.g. business teams, IT and development teams, service delivery, etc.) as we build out together operational platforms to transform the future of services.

Responsibilities

Essential Functions:

  • Lead Product management for the Small Business Group agent enabling Service Innovation Operation’s technology stack: clear vision, strategy and roadmap for the future
  • Build relationships to partner, collaborate and influence senior leaders (internal and external) to identify and align on our agents strategic priorities and key needs
  • Leverage internal and external networks to learn from best in class how technology can enable Service Innovation Operations at scale and with ease to deliver on our bold commercial priorities
  • Partner with IT, Service Delivery management teams and Product Innovation teams and across the company to define service innovation enabling technology (e.g. WFM, CRM) to deliver optimal expert and customer experiences
  • Define and deliver key success metrics for technology improvements and expert on-boarding

Qualifications

  • Product Manager: Customer driven leadership with a relentless focus on delighting customers both agents and end users
  • Excellent knowledge and experience in Customer Success technologies and Enterprise Enabling technology: Strategic understanding of Salesforce.com platform, specifically within Service Cloud
  • Intellectually curious and a “big picture thinker” on how technology as a tool to improve business outcomes and customer experience (internal and external). Hypothesis and data driven to ensure both innovation and continuous improvement
  • Balance of strategic and operational experience - drive current period results while transforming capabilities, the work, and organization for the future. Think big picture but roll up your sleeves and tenaciously drive execution
  • Exceptional collaboration and influencing skills - leads and influences across boundaries in mutually dependent mission based teams
  • Proven leader in building high-performing teams to hire, mentor, coach and develop direct reports and high-potential team members to be the best that they can be
  • Proven success as a change management leader
  • Commercial knowledge of Customer Success and SAAS business model
  • Some travelrequired (~10%)
  • Bachelor’s degreerequired, Master’s degree in a related field preferred

2019-9387