Easter Seals Jobs

Overview

Come join the Intuit Customer Success team as a Group Program Manager, accountable for a broad and exciting set of functions that enable our Expert Network teams to do the best work of their lives. You’ll lead expert readiness, change management, expert insights, and expert testing. In this role you will consistently advocate to improve the experience for experts, leads, managers and operators within Expert Network.

What you'll bring

• 10+ years of professional experience leading in a high-growth industry

• Minimum of two years change management experience

• Bachelor’s Degree or equivalent work experience; MBA a plus

• Customer Service experience preferred

• Excellent communicator with ability to communicate written and verbal strategy, process changes, procedures and actions effectively across different levels in the organization

• Prior people leader experience with ability to identify and develop high performing teams

• Strategic thought leader, capable of driving prioritization and decisions to enable teams to move with velocity

• Proven track record of articulation of customer problem statement, ideal state vision and strategy, and execution plans to deliver business outcomes

• Proficient in Microsoft or Google suite (documents, spreadsheets, presentations)

How you will lead

Expert Readiness & Change Management: lead the Change Management team, responsible for engaging with product, experts and process drivers to lead the planning efforts that ensure all changes are tracked, teams are prepared for changes impacting their work, changes meet the release standards, and there is a continuous cycle of feedback to change drivers. This includes creating a process for teams to follow when they want to release changes, clear definitions of “done” and partnering with Intuit Academy to provide training sessions for experts for significant changes.

Insights, Testing & Investigations: gather and leverage data and insights across the Expert Network to influence and drive awesome experiences that create an environment where Intuit is the employer of choice and it’s easy for experts to delight our customers. This includes:

• Enable and support user acceptance testing to ensure new features and experiences meet user “certified” standard

• Drive for fast resolution of issues with engineering and product teams and communicate outcomes to impacted users

• Partner with frontline teams to review reported defects. Once triaged and confirmed, document defects in JIRA and engage with product management and product development teams to quickly assess, resolve, test, release fixes and close the loop with reporting teams

• Lead and evolve the expert survey, insight collection & reporting Strategy, such as expert survey design and cadence, including analysis and reporting, building dashboards and sharing implications and recommended action plans.

Develop & Manage a High-Performing Team: establish clear priorities and goals and create an environment of high accountability, growth and support. Provide ongoing coaching and feedback to help the team grow and thrive.

EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.