Sr. Manager, New Initiatives Customer Care 68603

Intuit is a leading software provider of business and financial management solutions for small and mid-sized businesses, consumers and accounting professionals. You probably know us by our flagship products, QuickBooks®, Quicken® and TurboTax®, but thats just the start. We are currently going through a fundamental transformation from a shrink-wrapped software company to one of the countrys leading providers of web-based applications and solutions.

Come join Intuit as part of the Customer Care team in the Consumer Group as the Senior Manager for New Initiatives. We are looking for creative problem solvers with a passion for innovation to join our team and revolutionize the way the world does business.

Primary Responsibilities:
- Partner with Product Management, Development and Marketing to design E2E customer experience for new offerings
- Design and implement operating mechanisms/process improvements for new offerings across Customer Care including Contact Center, Web Support, and any new Help offerings within our core products
- Define and evaluate success metrics and share learnings with NBI product team and Customer Care organization
- Iterate help offerings based on learnings from customer feedback and behavior
- Ensure partners and processes are delivering against desired customer experience
- Research and share best practices, internal and external, for new areas of support
- Drive communications of new offerings to contact centers, including design and management of a mechanism for ongoing feedback
- May manage customer facing resources as team grows, eventually transitioning into core support
- Ensure Customer Care NBI team is working on the right priorities and executing successfully its program and project commitments.
- Design and implement operating mechanisms/process improvements for NBI offerings across Customer Care

Qualifications: - Bachelors of Science Degree in Business or equivalent experience in a related field
- Business success at companies known for building great and profitable new products/services especially in the consumer and/or financial services markets
- Track record of success working and influencing in a fast-paced, matrixed, multi-unit organization at all levels, being persuasive and effective even when no direct reporting relationship exists
- Creative problem-solver that is comfortable with ambiguity
- Strong program and project management skills
- Excellent interpersonal, communication, and presentation skills
- Experience in product management or marketing a plus