VP, Modern Operations - Customer Success

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REPORTS TO: SVP, Customer Success

SUMMARY:

Intuit’s Customer Success (ICS) is a cross-company platform team that is responsible for delivering all revenue-generating accounting and tax preparation expert services as well as product and technical support. Within ICS, our Modern Operations team’s vision is Revolutionizing Operations to enable the AI Expert Driven Platform. At the center of any great services organization is an operations strategy and function that can help drive sustainable growth with speed, certainty and security. To achieve this same level of scale and growth, we must also revolutionize our operations function, investing in data and tech-led capabilities to realize our full potential as a platform company.

There are plans to introduce multiple new live services offerings and expand globally. A core pillar of our live services strategy is to ensure we accurately and efficiently connect our customers with the right expert, with the right skills, at the right time.

The VP of Modern Operations will be a key leader responsible for driving operational excellence and transformation within our Expert Network. This role will focus on implementing intelligent systems that enhance planning, expert management, productivity, and insights, all while leveraging cutting-edge technology and automation to build a scalable, efficient, and innovative operational framework. You will be a member of the Customer Success organization’s senior leadership team and report directly to the SVP of Customer Success

This leader will oversee several key operational groups, including Automation and Operations, Service Analytics, Expert Planning, Resolution Management, and the Office of the President. The VP will ensure that each function is aligned to deliver seamless expert and customer experiences, while also enabling the organization to meet its growth and service goals. The VP will also spearhead the modernization of our service delivery model, focusing on automating workflows, enhancing decision-making through advanced analytics, and optimizing the deployment and management of our expert workforce. This role is critical in ensuring that operations are streamlined, data-driven, and capable of scaling as our network expands. Additionally, the VP will be responsible for managing the expense envelope tied to partnerships with key segments, ensuring that these partnerships drive operational efficiencies and business outcomes

The VP of Modern Operations will focus on four major priorities to drive operational transformation and excellence: Intelligent Planning, ensuring optimal resource allocation through AI-driven systems that forecast and respond to business needs; Intelligent Expert Management, deploying the right experts at the right time to maximize efficiency and customer satisfaction; Intelligent Productivity, automating workflows and reducing manual tasks to enhance overall operational efficiency; and Intelligent Insights, providing real-time, data-driven insights to empower managers and operators to make informed decisions that continuously improve performance across the organization. These priorities will be the foundation for creating a scalable, high-performing operational platform.

CANDIDATE PROFILE:

The ideal leader for this role will bring extensive experience managing large, global teams at the intersection of customer service, operations, and technology. While this isn’t purely a technical position, a strong technical foundation would be invaluable in driving our organization forward.

Beyond core leadership and operational skills, these are the top competencies we seek for leading autonomous operations, Virtual Expert Platform (VEP), and Intelligent Process Automation (IPA) initiatives:

• Analytical and Strategic Thinking: The ideal candidate should have a demonstrated track record of interpreting complex data and making strategic decisions that elevate customer service operations. They should be adept at using data to identify trends, uncover efficiencies, and drive improvements in processes, technology, and resource management.
• Visionary Leadership in Data-Driven Decision-Making: We seek a leader who brings a forward-thinking approach to data usage, moving beyond reactive metrics to embrace predictive and prescriptive analytics. This would enable them to anticipate customer needs, foster proactive engagement, and deliver a more personalized experience.
• Innovative Mindset with a Focus on Automation: A natural inclination toward innovation, particularly in leveraging AI and automation to streamline operations and increase efficiency, is essential. This VP should have a clear vision for the future of customer service operations that includes the integration of AI, creating an adaptive and intelligent customer service ecosystem.
• Cross-Functional Collaboration with Technical and Service Design Insights: This leader will help drive the evolution of our AI-powered Expert Operations Platform (VEP) and align IPA initiatives, therefore must excel at fostering collaborative relationships across technical teams.

QUALIFICATIONS:

We are looking for a seasoned executive with a minimum of 15+ years as a senior business leader in a on demand technology or SaaS organization that delivers transformative, delightful Customer Success and Expert Network experiences and growth

• Experience leading highly matrixed complex large organizations to provide world-class service to millions of customers in an online, connected world
• Demonstrated ability in driving large scale programs and leading transformational change across large organizations
• Influence & partner with key internal stakeholder teams: Sr. Leadership, Product Development, CTO, Marketing to ensure shared vision and the ability to prioritize and drive initiatives forward
• Create an environment of innovation and continuous improvement to re-imagine how we deliver the customer and expert experience
• Exceptional ability to collaborate, influence, mobilize and energize complex cross-org and cross-functional teams to implement creative, innovative, best in class solutions
• Organizationally savvy, with good interpersonal effectiveness, influence, and ability to get things done through both formal and informal means
• A passion for delighting customers through innovative experiences is the central theme of this role
• Experience building, managing and developing a cross-functional team as a senior executive
• Strong analytical skills to drive and enable the organization, setting the direction for the expert sourcing, supply and advocacy strategy with a data driven mindset
• Experience developing and working in a metrics-driven environment with success in developing methods to achieve KPI expectations
• Ability to adapt to changing business priorities and environment
• Passion for understanding customer needs and integrating insights into offerings that delight our customers
• Demonstrated open and frequent communications at all levels of the organization with genuine empathy and commitment to the development needs of the organization
• Demonstrated experience as a true self-starter that can quickly and independently assess business requirements and become a trusted and integral part of the leadership team
• Must exhibit strong people leadership… the ability to inspire an organization to deliver Awesome experiences

EXPERIENCE IN THE FOLLOWING AREAS WOULD BE HIGHLY ADVANTAGEOUS:

• Adaptive Forecasting and Planning (leveraging AI to analyze actions and adjust predictions in real-time),• Service Design Thinking (creating seamless, end-to-end customer experiences),• Game Theory (to optimize workforce and resource allocation),• Behavioral Analytics and Sentiment Analysis (predicting customer needs, preferences, and potential pain points), and• Customer Service Platform Development and Contact Center as a Service (CCaaS) environments.

These skills will enable the new VP to be a strategic thought leader for VEP and IPA initiatives, ensuring that our teams have the most advanced AI-enabled platform to deliver an exceptional service experience to our customers.