Group Manager of Expert Services Delivery

Group Manager of Expert Services DeliveryOverview

Join our Customer Success organization as a Group Manager of Expert Services Delivery, leading a portfolio of external partners and internal experts responsible for delivering world-class support experiences for our global customers. You’ll play a pivotal role in scaling service delivery through a growing network of partners while championing performance, innovation, and operational excellence. This is a critical leadership role at the center of our service transformation, focused on optimizing how we deliver expert-driven customer experiences across multiple channels and geographies. As we evolve our approach to Customer Success, this role will help shape how partner and expert teams contribute to customer loyalty, retention, and revenue growth. You will lead a team responsible for driving performance across a scaled group of Partners and Intuit experts, with accountability for experience quality, efficiency, and alignment to our business goals. As a senior leader, you will set a strategic vision for talent and delivery, develop strong cross-functional relationships, and implement programs that support our high-value customer segments.
If you are interested in applying for this job, please make sure you meet the following requirements as listed below.
What you\'ll bring

• 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 1000+.
• 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 SMB’s and high value and 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 Accounting, Tax and Bookkeeping domains 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 or customer success in a people leadership role.

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

How you will lead

• Define and implement a forward-looking vision for talent and delivery that scales with our product growth and customer base
• Champion a customer and Expert experience focused environment. Drive the Expert Network delivery teams and work with 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, delivering expertise, transparency, and trust.
• Lead the operational performance of support services, ensuring delivery on experience metrics, operational efficiency, and budget targets.
• Act as a strategic partner in evolving our service model and support footprint, especially for high value and complex customer segments.
• Design and implement scalable solutions that align partner capabilities with evolving customer expectations and product needs.
• Foster a culture of continuous improvement, working with internal and partner teams to identify and remove friction, experiment with new approaches, and enhance frontline capabilities.
• Drive end-to-end strategic alignment across product, sales, and customer success to support integrated customer and expert journeys.
• Partner with forecasting, demand, and analytics teams to enhance accuracy in planning and drive accountability to performance targets.
• Collaborate with Ops Strategy & Finance to develop and deliver on aligned operational and financial goals.
• Provide thought leadership on the strategic direction of the partner ecosystem, shaping service delivery approaches and partner sourcing strategy.
• Establish and lead partner calibration and governance processes, ensuring consistency in quality, experience, and accountability across all vendors.
• Thrive in a high-change environment, leading with agility and embracing continuous evolution.
• Work closely with technology, automation, and enablement teams to bring platform-powered tools and AI to operations, enhancing efficiency and support quality.
• Champion a culture of customer and expert advocacy, driving a mindset of excellence and ownership across partner ecosystem.
• Inspire, coach, and lead teams, fostering a culture of transparency, empowerment, and high performance.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Project Management and Information Technology

Industries

• Software Development

#J-18808-Ljbffr