About this role
About the Role Group Manager will lead a team of CX professionals to transform customer journeys and end-to-end experiences in QuickBooks product offerings. You will collaborate with QBO product, design, and engineering teams to simplify experiences, build utilization, and demonstrate value for SMB customers. What You'll Do
- Assess AI experiences with a CX lens and develop strategies for customer confidence.
- Innovate and experiment to deliver end-to-end experiences for QuickBooks customers as they utilize our products.
- Establish launch frameworks that ensure seamless customer experiences and drive ROI.
- Continually optimize and adapt operations to maximize customer experience and program ROI.
- Lead the formulation and execution of comprehensive end-to-end workflows within QuickBooks FMS products and AI 'Done for You' experiences; partner with product management to enhance usability and ease to grow customer engagement. What We're Looking For
- Proven experience leading CX teams and driving customer experience improvements in a fast-paced, collaborative environment.
- Ability to partner with Product Management, Design, Marketing, Sales, and Service Delivery to design holistic service experiences.
- Strong design thinking, user journey optimization, and end-to-end workflow capabilities.
- Data-driven mindset with experience using customer feedback, market research, and analytics to inform product enhancements.
- Familiarity with AI-enabled customer experiences and disruptive initiatives that drive business impact. Nice to Have
- Experience with QuickBooks, FMS products, or SMB software ecosystems.
- Experience creating AI-enabled CX experiences or ‘Done for You’ services. Compensation & Benefits Not disclosed