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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.

What you'll bring

• A seasoned leader with at least 10 years of experience in Lean Implementation who has led a successful cultural transformation. Also has deep Six Sigma and Business Process Reengineering experience driving significant technology and process innovation.

• Must exhibit strong people leadership, with the ability to inspire an organization to deliver Awesome experiences and a passion for employees’ growth and development.

• Has a proven track record of building a Lean support system that provides Lean coaching, and education across the enterprise. Has a deep understanding of a Lean supportive management structure across team leads, supervisors, managers, executives, and has experience in implementing these structures enterprise-wide.

• Must have strong executive presence and be a compelling communicator across all levels of the organization to win hearts and minds. Good listener and problem solver; solutions oriented and great at simplifying complex topics. Knows when to dive deep, and when to stay at a higher level. Must have a very strong pulse on the metrics driving the business.

• Clearly exhibits a systems thinking mindset, and can apply the appropriate framework at the right time, or create a new one as needed. Not dogmatic about structure, but pragmatic on knowing when to apply. Ability to navigate complex problems & issues, ask questions, and get to the root of what’s driving the specific issue, and develop a structure for resolution so others can make a decision.

• Organizationally savvy, with good interpersonal effectiveness, influence, and ability to get things done through both formal and informal means. Exceptional ability to collaborate, influence, mobilize and energize key stakeholders and complex cross-org and cross-functional teams to implement creative, innovative, best in class solutions.

• Manages conflict constructively; Ability to push back, debate, and disagree in a constructive, respectful fashion. Creates an environment where the outcomes win, where all voices are heard, where impact to Intuit is recognized, and conflict is managed in a way that fosters trust and candor.

• Is curious about what makes up Intuit’s DNA and leverages our organization’s strengths to build Intuit’s future state Lean Management System.

How you will lead

• As the accountable leader, develop and maintain Lean methods, tools, and process standards for Intuit’s Customer Success organization and work across business units to maintain consistency in Lean methods.

• Build, recruit and hire a world class team of practitioners Lean and Six Sigma expertise to coach and teach organizations across Intuit Customer Success, building proficiency and application of new frameworks to drive operational excellence and process transformation.

• Lead and inspire the team with a compelling vision, and provide the right environment, feedback, coaching and growth opportunities to enable them to do the best work of their lives.

• Cultivate and scale a world-class operations organization through the development, implementation and on-going iteration of capabilities built around operational efficiency, customer satisfaction, customer retention, and team member retention. This includes Implementing an enterprise-wide Lean Management System on a rapid timeline.

• Create an environment of innovation and continual improvement to re-imagine how we define and deliver customer experiences.

• Build an innovative and inspiring “coaching culture” where diverse team members can thrive in an inclusive environment. Work with direct team and cross-functional partners to find learnings from real-life situations to set and improve metric-based goals; consistently drive teams towards higher performance and quality expectations.

• Support cross-functional teams across Intuit on their continuous improvement journey by guiding them through an understanding of Lean /Six-Sigma concepts, Kaizen events and other process improvements methods to drive key KPIs in cost, delivery, and quality. This includes a “gemba first” approach to their work that can be measured by specific metrics and outcomes.

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.