AddressJob Overview
At the Center of any great services organization is an operations strategy that can drive sustainable growth with speed, certainty and security. Companies like Amazon, FedEx, and UPS exemplify the use of operational excellence to deliver exceptional customer experiences. To achieve this same level of scale and growth, we must revolutionize our Customer Success operations function; investing in data and tech-led capabilities to realize our full potential as a platform company.
As a critical component of Intuit’s growth; The Customer Success team is executing on key company-wide initiatives aimed at meeting the ever-changing needs of our customers, partners, and experts. We embrace Continuous Improvement (Lean) approach to work, constantly iterating and improving ourselves to power prosperity around the world.
The Director - Thrive Center of Excellence will report to the VP of Continuous Improvement within the Customer Success Organization. This embedded leader coach role will focus on catalyzing and sustaining change at scale by developing and maintaining Lean methods/tools/process standards, Lean Learning & Development, robust change management, process quality/adherence practice, Manager/Leader Standard Work, Building Lean Craft, Leadership Gembas, and also Thrive Communications; Enabling the acceleration of our two main Thrive strategic pillars of Continuous Innovation and Continuous Improvement
As we expand our workforce to continue delivering awesome experiences to Intuit customers, you will be an integral part of our Customer Success leadership team responsible for enabling the quality, execution, and profitable operating margin for a distributed workforce of experts. A key deliverable of this role will be to create a culture of Continuous Improvement and operational excellence through LEAN frameworks and efficient tech-led processes. This role will also encompass platform engagement and leadership, technology knowledge and application, high availability service, business acumen and go-to-market strategies. Your innovative leadership will help us think differently and shape the platform’s trajectory by working with senior leadership to define strategy, success metrics and the supporting details of our long-term growth plans.
Customer Success at Intuit has entered a new stage of growth, with plans to introduce multiple new service offerings and expand globally over the next three years. As we grow, the scale and speed in how we leverage data-driven innovation and technology will be paramount to our source of competitive advantage. It is critical to ensure our highly complex system operates as efficiently and free from waste as possible to enable the exceptional experiences we desire for experts, customers, and our employees.
