Manager 2 TurboTax Live Canada

Come join the Intuit Customer Success team as a Senior Manager (M2) in TurboTax Live Service Delivery. We lead thousands of tax experts to provide answers to our TurboTax Live customers’ questions and to prepare customers’ returns through our Full Service offering. In this role, you will serve as a direct leader of a large team of front-line managers who are responsible for overseeing teams of tax experts in the delivery of exceptional customer service experiences. You will also play a pivotal role in contributing to the development of innovative solutions that drive improved outcomes for our customers and our tax experts.

Responsibilities

• Team Leadership: Exemplify team-oriented and collaborative leadership, emphasizing transparency, celebrating diversity, and building trust. Foster a culture that values open feedback, bold thinking, and prioritizes team outcomes over individual success.
• Strategic Leadership: Develop a clear vision that aligns with company priorities, driving innovation and continuous improvement, while fostering a culture of trust, transparency, and high-performance across the organization.
• Performance Management: Drive team performance to meet or exceed KPI targets by utilizing analytical skills and data-driven insights to align team goals with broader company objectives.
• Service Recovery & Continuity: Act as a trusted leader and subject matter expert, ensuring world-class service experiences by meticulously reviewing feedback and quickly resolving escalations, as well as ensuring adherence to service guidance.
• Talent Management: Lead and inspire a team of direct reports through ambitious expectations, leadership cultivation, continuous skills refinement, and promoting a feedback-rich environment.
• Project Management: Drive transformational innovation and scalable tech-led solutions by spearheading mission teams, orchestrating initiatives, and effectively communicating with stakeholders to ensure clear problem identification, strategic planning, and timely delivery of outcomes.

Some travel required (up to 10%). This role is for Ontario Remote only. Qualifications:

• Proven track record of success and significant experience in a fast-paced organization, leading customer-focused teams, with a minimum 3+ years in a people management/leadership role.
• Project management experience, including the skills and ability to work collaboratively with internal partner teams, peers and Senior Leadership. Able to easily display and articulate project outcomes to a diverse group of stakeholders.
• Significant experience in growing and developing talent, including assisting direct reports in establishing and tracking annual business and personal development goals
• Proven ability to lead a diverse workforce effectively, fostering an inclusive culture and practicing situational leadership.
• Strong analytical skills with demonstrated ability to leverage data to drive performance and/or decision making.
• Excellent interpersonal, communication, and presentation skills with the ability to adapt in a high-velocity environment.
• Bachelor’s degree or equivalent work experience.
• Preferred: Experience in leading remote, geographically distributed teams.
• Preferred: Credentialed tax professional licensed to practice before the CRA and/or understanding of CRA procedures.Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is PEI $114,800-139,000 , BC $114,800-139,000 , Nova Scotia $114,800-139,000. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing pay equity for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.

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