As Director, Self-Help & Voice of Customer (VOC) Experiences, you will drive a major culture mindset shift from focusing on eliminating contacts to driving conversion & retention and delighting customers, fixing root-cause issues on behalf of customers while building a self-help/serve experience that allows customers to help themselves. You will set the strategic end-to-end roadmap focused on how to provide an amazing experience that allows our customers to resolve their issues, across all our QuickBooks’ products, worldwide. You will lead the Care experience organization of in-product/self-service, coordinating efforts cross-functionally across CTO, Product and Care engineering. You will manage the scope & complexity of the QuickBooks in-product care experience and will enable us to answer millions of customers’ questions without the need to contact our agents for support. This leadership role is a critical strategic position responsible for ensuring that Customer Care is delivering against the QuickBooks brand promise across our Web, Social and Contact Centers.
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You must be capable of managing both “the Art and the Science “of product management, possessing a business, customer-driven and innovative mind-set, albeit while organizing work and leading teams to innovate
You are someone with deep customer empathy, able to see the issues customers encounter and how to eliminate them, either directly in the product or through awesome self-help/serve
You're in tune with understanding that you sit at the center of a cross functional universe, and are adept at boundary-less leadership, knowing when and how to work within a matrix organization aligned to address customer needs
Your finesse and strategic mindset will be your allies in this fast-paced, innovative environment as you collaborate effectively with all stakeholders to deliver for customers
You will naturally use Data and Customer Insights to drive change in product, marketing and to continuously improve the care experience
Qualifications
Subject Matter Expertise in Product Management; you have spent 10-15+ years building world-class SaaS/Platform software products, with a sense of how to build and innovate
Exceptional Project Management Skills; how to plan, set and manage to reasonable timelines, while delivering projects that align to the business strategy
Owns the end-to-end process of delivering the key critical customer benefits and experiences while driving relentlessly to ensure speed and quality are the focus for each step of the recruiting process
Produces an organization that systematically and consistently drives strategy and execution of awesome product experiences, in a boundary-less fashion.
Partners across the org to deliver business results in a product ecosystem environment while communicating and influencing effectively
Seasoned people leader who can effectively recruit, develop and retain top talent
Delivered global products ideally, but showcasing large-scale product delivery, leadership and a lot of enthusiasm often inspiring greatness too
Demonstration that you are a life-long learner
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