Overview

Join the Intuit Customer Success Team and play a pivotal role in the TurboTax Local Service Delivery team. As a Senior Manager of Retail Operations in Expert Network you will play an integral role in scaling services that serve millions of customers every year while being at the forefront of driving company growth. In this role, you will be a key leader in the design, build, and delivery of a new innovative approach to serving customers across a network of retail locations nationwide.

We are looking for a leader to help build and manage a collection of local retail locations with front-line experts in a new innovative approach to driving high touch customer service for customers looking to have their taxes prepared and get questions answered in person. This innovative approach leverages local on-site experts in consumer settings to assist TurboTax customers with product-related questions and seamlessly connect them with tax professionals for virtual tax preparation. Be a part of a dynamic team dedicated to bringing our world-class tax services directly into our customers' communities.

What you'll bring

A minimum of three to five years in a formal leadership or people management role, along with project management experience, is required. Experience in leading and managing multiple retail locations is highly preferred.

Demonstrated ability to adapt to changes while working in a startup setting within a larger organization.

Experience managing large scale projects that span multiple stakeholder groups, as well as articulating project status and escalating issues to third-party partners, peers and senior leaders.

Strong track record of leading a workforce with a wide range of skills and experiences through goal setting, performance management and creating an inclusive environment of trust, transparency, and clear expectations.

Strong analytical capabilities with proven ability to leverage data and analytics to drive performance management and decision making.

Excellent interpersonal, communication, and presentation skills.

Credentialed tax professional licensed to practice before the IRS and/or understanding of IRS procedures a plus, but not required.

Bachelor’s degree in a relevant tax or personal finances field of study or equivalent experience is a plus, but not required.

Must have (or be willing to obtain) a dedicated hardwired internet connection that meets Intuit Security criteria.

Must reside in the United States.

75% travel required.

How you will lead

Build customer-focused locations across the US that deliver exceptional service and value. Specific goals include maximizing operational Key Performance Indicators (KPIs), ensuring consistent service quality expectations and managing a network of local tax experts with different viewpoints.

Ensure financial success across all locations with a relentless focus on delivering value to customers while achieving growth and profitability goals.

Collaborate with partners throughout the organization to create and implement a new service model, developing a plan for execution and ensuring consistent deployment across multiple locations.

Aim to consistently enhance experiences by leveraging data and Voice of the Customer (VOC) to drive innovation and the development of new services.

Create and drive mission teams that focus on solving business problems with velocity.

Travel to and visit on-site locations for quality monitoring, process assessment, and ongoing training.

Drive transformational innovation and tech-led scalable solutions to customer, expert, and business problems.

Create an environment that champions innovation and continuous improvement.

EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.