Customer Success Group Manager – TurboTax Live

Develop, implement, monitor and improve the lifecycle experience strategy for a distributed, virtual workforce of thousands of internal and outsourced professional tax and product experts Lead cross functional efforts across multiple teams to yield world class employee engagement and retention outcomes with a geographically disaggregated workforce Deliver world class results in a fast paced highly dynamic environment against shared business goals Serve as a cross-functional business leader across product management, marketing, human resources, operations and technology functions Manage a team of services professionals, encouraging and empowering them to deliver high quality results to delight our network Leverage customer driven innovation and design for delight techniques to create best-in-class network experiences Use information including data and analytics, and industry assessments to design winning experiments, and make timely decision Qualifications Must have 4+ years of experience working in employee engagement, communications or other similar function supporting a distributed, virtual workforce Must poses Customer focus with the highest standard for delivering value and exceeding customer expectations The ability to coach teams on the inevitability of change and accordingly to the need of adapt tactics The ability to learn from successes and mistakes applies the feedback and makes the lessons relevant to others Strong analytical skills and the ability to quickly assess performance identify opportunities and implement solutions Must have experience managing a cross functional team, and team of direct reports Must have successful history of launching new experiences at scale Ideally has experience in the human services industry. MBA a plus.