Job Description

Sr. Program Manager,QuickBooks Live Quality Standards Specialist

Location US-CA-Mountain View | US-AZ-Tucson | US-ID-Boise ID 2019-13538 Category Project & Program Management

Overview

Come and join the QuickBooks Live team as a Quality Specialist helping our QuickBooks Live customers get their books done right with a certified expert bookkeeper

QuickBooks Live is at the leading edge of using digital services to power the prosperity of small businesses and the self-employed around the world. Our US Bookkeeping service was launched earlier this year and provides bookkeeping services to small businesses to help provide complete confidence in their business’ financial accounts.

In this new role on this rapidly-growing team, you will build out a robust quality program that enables the QuickBooks Live team to deliver the highest-quality bookkeeping services at scale. Working from the customer’s perspective you will ensure that QuickBooks Live is combining people and technology to deliver an end-to-end experience that inspires our customers’ confidence in their business’ financial accounts.

This is a great role for a data-driven leader who has exceptional quality background with strong leadership skills. The ideal candidate will have led quality programs in a very fast-growing business. Your skill in building buy-in cross-functionally and driving operational improvement via quality initiatives has probably inspired outstanding service delivery before. Knowledge of the QuickBooks online accounting platform will enable you to get up-to-speed quickly in this role as we use our own software to deliver our bookkeeping service.

Responsibilities

Quality Management

● Working with the leadership team to establish a practical, trusted, scalable, well-rounded quality management program (including defining what will be measured and tracked, how often, and how)

● Understanding and driving alignment around the key performance metrics that drive the QuickBooks Live bookkeeping service

● Monitoring performance of quality to ensure effectiveness and efficiency

Quality Improvement

● Develop customer focused improvements to QB Live US Bookkeeping service quality and identify and help prioritize new initiatives to deliver customer confidence in the processes of managing their financial accounts.

● Incorporate retrospective review of bookkeeping quality to include performance tracking and analysis, effective controls.

● Provide advanced statistical analysis for business leaders and platform partners as required. In addition, provide basic and advanced measurement approaches and mechanisms to ensure we are managing quality and producing the designed results

● Contribute to root cause analysis on quality failures in service delivery

Partnership/Collaboration

● Strong, proactive operational partnership with Service Delivery and other Expert Network partners to understand and respond to all quality issues in QB Live US Bookkeeping operations.

● Work with US Bookkeeping Service Design team (Standards Specialist and Workflow and Process Specialist, Service Design Lead) to measuring performance against quality requirements

● Partner with Customer Success Operations and Business Intelligence to organize, lead, and facilitate operations for US Bookkeeping services where quality is ‘built-in’ rather than ‘bolted on’

● Collaborates with segment and platform product and engineering teams to improve performance and product quality

● Working with Analytics and Reporting to provide actionable, accurate insights to drive improvements in bookkeeper performance and customer experiences

● The sharing of lessons learned and quality best practices with others throughout Intuit and other service teams when appropriate

Coaching/Mentoring

● Provide thought leadership in the area of quality programs, operational excellence, continuous improvement

● Provide insights and expertise to teams in QB Live in quality measurement, improvement, tools, and techniques

● Understanding and driving alignment around the key performance metrics that drive the QuickBooks Live bookkeeping service

● Continuously benchmarking against new and existing quality methodologies, tools and processes to drive QB Live capabilities

Cultural/Leadership

● Always take and advocate boldly for a customer-focused view of performance requirements

● Proactively and positively engage with stakeholders to build strong relationships and implement change

● Operate transparently, collaboratively and directly within a large-scale, fast-moving complex organization to calibrate strengths and weaknesses in quality.

Qualifications

● 3-5 years leading successful quality programs in a growing business, ideally in a regulated environment

● Deep understanding of quality program design, implementation, delivery methods and processes ideally in technology and service delivery

● Outstanding ability to analyze existing programs for gaps and improvement opportunities, and then develop and implement strategies to drive clear business impact

● Deep understanding of accounting and bookkeeping, ideally gained in a large, virtual accounting practice

● Experience working directly with product and/or service delivery teams to monitor and drive performance improvements

● Critical thinking that supports your ability to establish and communicate the ‘what’ and ‘why’ of bookkeeping processes to both highly knowledgeable bookkeepers and less knowledgeable business and engineering teams.

● Excellent verbal and written communication skills that allow you to engage professionally, respectfully and clearly with others

● Self starter who can work independently interact frequently with senior management to help set strategic guidance - you will be the first member of this team and the owner of the quality program

● Strong customer orientation and passion for delivering high-quality standards

● Bachelor’s degree with statistical component or equivalent work experience required; MBA or other science or data driven Master's Degree preferred

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