Intuit Group Manager Customer Support Mid Market 

United States, California, San Diego 

452661123

Strategic Leadership

• Define and implement a forward-looking vision for talent and delivery that scales with our product growth and customer base.
• Lead and develop a high-performance team of experts
• Establish clear goals, metrics, and success frameworks to continuously improve support delivery.
• Analyze data to identify trends, root causes of issues, and opportunities for process improvement and strategic intervention.
• Customer and Expert Experience & Advocacy
• Champion a customer and Expert experience focused environment…drive the Expert Network delivery teams and work with internal partners to deliver experiences that build relationships with our customers, resolve customer issues, attract, and retain our Experts, and create promoters across both groups.
• Champion the voice of the customer internally and ensure customer feedback is translated into actionable insights.
• Build a proactive, empathetic support culture focused on rapid resolution, transparency, and trust.

Operational Ownership

• Implement best practices in case and escalation management and root cause analysis.
• Own performance metrics including TNPS, SLA’s, case resolution time, and case backlog management.
• Partners with key groups including workforce management, capacity planning, and service design to ready our teams for growth and build confidence for our experts.
• Effectively manage team utilization, workload distribution, and capacity planning to optimize efficiency and ensure service quality for high-value accounts.

• Cross-Functional Collaboration:
  • Establish and maintain strong, collaborative relationships with Account Managers (AMs), Customer Success Managers (CSMs), Professional Services (PS), Product Development (PD), and Tier 2 teams to ensure seamless handoffs and integrated customer experiences.
  • Partner with analytics teams to evolve and track key performance indicators (KPIs) for customer success.

Innovation & Tools

• Drive adoption of new technologies to enhance support experiences, including AI/ML-powered tools and automated workflows.
• Ensure the tech stack (e.g. Salesforce, Jira) is optimized for efficiency and scalablity.

Proven track record of success and significant experience in a fast-paced organization, leading customer centric operations and teams. The ideal candidate is a:

• Customer Experience Advocate : 10+ years of leading customer experience, removing friction and delivering stellar human customer experiences.
• Premium Experience Delivery – experienced delivery leader for high value, complex mid-market/enterprise customer groups
• Team & Talent Builder : Has substantial leadership experience and a proven track record as a talent steward with proven demonstrated history of hiring, leading and developing a high performing and engaged team. Experience leading large, scaled teams of over 500+.
• Boundaryless Leader : Cross-functional leadership experience, partnering to influence different functions at all levels
• Product & Business Acumen : Customer and expert champion with a design mind-set and demonstrated strengths in improving or designing new customers and expert experiences. Has developed clear and compelling business cases that support prioritization of work and investments.
• Customer Success & Support Expert : Proven ability to lead and develop large scale customer success teams and foster a high-performance culture through internal and partner workforce. Experience delivering customer experience for high value and mid-market customers.
• Change Leader : Experience in a dynamic work environment, managing and executing complex system and organizational change initiatives at scale.
• Domain Specific Experience (Preferred): Prior experience with QuickBooks Desktop, QuickBooks Online and/or competitor ERPs (Sage Intacct, NetSuite) is a plus. Experience in specific industries relevant to target verticals, such as non-profit, construction, or real estate, would also be beneficial.
• Communication & Stakeholder Management: Exceptional written and oral communication skills, particularly in setting clear expectations and tailoring communication to diverse audiences, including clients, internal teams, and executive leadership. Proven ability to manage and resolve complex customer escalations.

• Bachelor's degree or equivalent practical experience, MBA or focus in Accounting/Finance a plus
• Minimum of 10 years of experience primarily in service delivery, customer success or account management in a people leadership role

As this role will require collaboration across multiple teams, it will require up to 25% travel.