Online Support Leader 68653

Intuit is a leading software provider of business and financial management solutions for small and mid-sized businesses, consumers and accounting professionals. You probably know us by our flagship products, QuickBooks®, Quicken® and TurboTax®, but that’s just the start. We are currently going through a fundamental transformation from a shrink-wrapped software company to one of the countrys leading providers of web-based applications and solutions.

Come join Intuit as part of the Quicken Health team as an Online Support Leader. We are looking for creative problem solvers with a passion for innovation to join our team and revolutionize the way the world does business.

The Online Support Leader is responsible for delivering a self help experience in Quicken Health products so that users can get better answers faster and easier, and transition seamlessly into assisted support if they do require agent assistance. This leader is responsible for experimenting/testing/implementing the best options for creating world-class, collaborative, proactive end-to-end online support experience, including integration of support site with in-product experience.

Primary responsibilities include:
Define the overall customer experience for self-service, including self-service channels, user interface, personalized self-service experience, customer engagement and collaboration, seamless transition to assisted support
Effectively partner with cross-functional stakeholders to ensure that our online support strategy and solutions drive customer adoption, engagement and retention.
Set clear vision and priorities that align with the business and customer outcomes. Identify the next steps and milestones, prioritize and execute on the vision.
Identify and adopt best practices and correct gaps in the online support customer experience based upon analytics and direct and indirect customer feedback.
Ensure that the self-help experience is accretive to and seamlessly integrates with the total customer experience.
Develop and maintain internal and external knowledge contribution system that allows all employees, partners, and customers effectively and efficiently capture, share and reuse knowledge for optimal business outcomes.
Coordinate communications to customers to drive adoption
Tune the support search engine and search results (e.g., ontologies, synonym lists, best bets, directed answers)
Drive search engine optimization (SEO) for public content
Make recommendations for self-service tools to support the business strategy.

Qualifications: Track record in designing and implementing innovative and effective ways of delivering online support experience
Proven leadership skills in complex matrixed organizations
Leading through influence across multiple teams
Strong organizational leadership and personnel management skills
Experience leading change and inspiring teams with an exciting future vision
Solid business sense
Strong project management skills
Strong analytical skills
Passion for optimizing customer experience
Product Management and/or Marketing skills a plus