Intuit

Compensation

Full Description

Join Intuit’s Service Delivery Team in our QuickBooks Live Expert Assisted offering. We're looking for a hands-on leader to join our team as a critical bridge between internal teams and external partners, ensuring we deliver excellence across every touchpoint. In this role, you will be instrumental in driving the performance of our QuickBooks Live Experts by providing leadership and performance management oversight to a team located at one of our third-party service partners. Your efforts will help ensure these front-line accounting industry professionals empower Small Business owners in self-managing their books. We are looking for strong leaders who are excited about helping grow and improve this new service through our partner ecosystem. Ideal candidates will have 5+ years accounting experience, experience managing a high performing remote and geographically diverse team, and exceptional change management skills. Responsibilities • Act as the voice of the partner internally, resolving escalations and clearing roadblocks that impede performance or customer experience. • Support the partner's leadership team through a fast paced, constantly changing environment • Deliver the highest quality support to QuickBooks Live Expert Assisted customers through, training and performance management of talented Bookkeeping Professionals • Support the partner's network and their leadership team in creating a high performing team that champions innovation and continuous improvement. • Foster a collaborative and positive team environment with a focus on both customer and expert experiences. • Effectively use data to evaluate, identify and support the coaching of partner Experts on our core KPIs’ of SRR (tNPS Survey Response Rate), tNPS(Transactional Net Promoter Score), IRR (Issue Resolution Rate), AHT(Average Handle Time), and PRS (Product Relationship Survey). • Drive quality customer engagements by monitoring Partner team’s performance, providing actionable feedback, implementing improvement plans and measuring progress toward goals. • Ensure the team is aligned with Intuit’s Mission, Operating Values, and Goals. • Act as the conduit between the team and the business by condensing and disseminating large amounts of information