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Posted: Monday, January 8, 2018 2:20 AM

We're looking for a creative problem solver with a passion for innovation and collaboration to join the Consumer Group Care team as the Group Manager for Interactive Self Help.

This key senior manager role is responsible for driving the consumer experience through the management of Contact Us, Routing, Conversational UI and IVR

across all Care digital channels and platforms as well building our strategy for our interactive help experience. In this role you'll lead a team that helps drive product innovation and help evolve the self-help experience.

The right individual will own the strategic direction, executable roadmap and measurable outcomes for our interactive help channels across all our online, mobile and desktop TurboTax products.


* Lead new product innovations for interactive help, including process improvements, best practice sharing

* Build new product experiences for help and ensure users get personalized answers quickly, and enable best path to assisted customer care

* Experiment on new ways and scale our self-serve experiences to customers

* In partnership with the Analytics team, analyze relevant metrics to measure the impact of social activities and enhance strategies based on learnings and patterns

* Manage customer messaging within IVRs, web sites, and tool during incidents

* Lead the E2E experiences for routing for all channels and devices

* Thoughtful interaction and speech/text designs with the end-user always in mind

* Deliver quality interaction, speech/text specifications, design consultation and recommendations

* Familiarity with speech technologies and understanding of natural language processing (NLP)

* Familiarity with usability testing concepts and metrics. Expertise performing usability tests and analyzing performance of the VUI and CUI interface in the field and recommend specific changes to improve user satisfaction and transaction completion

* Maintain the highest level of customer service delivery standards, and work to maintain positive customer relationships

* Help scale our existing chatbot capabilities and self servicing functionality

* Partner with 3rd party platforms (Facebook, Microsoft, Slack) and define the strategic relationships, deciding when to incorporate new platform features into the product

* Collaborate with Engineering, Design, Business Development, and other teams to make innovative ideas become product realities

* 3 years of experience in online user to user support, social media or marketing communications for consumer-focused communications

* Digital Marketing, Social Media, Community, Customer Support Strategy & Execution

* Strong understanding of Agile methodologies

* Familiarity with processes for collecting user feedback and translating into actionable insights

* Excellent project manager and self-starter, with the ability to work independently across multiple concurrent initiatives in a fast paced environment with evolving priorities

* Excellent problem-solving skills, business judgment, strategic and analytical capabilities

* Strong judgment in navigating and resolving sensitive situations

* Passion for delivering great outcomes through an awesome customer experience

* The ability to create a clear, concise presentation of findings, and effectively present to any level of the organization

* Superior communication and presentation skills, including the ability to communicate complex technical issues simply and convincingly to drive fast decisions

* Proven ability to partner effectively across functions with the ability to gain shared vision on challenging decisions and priority trade-offs

* BA/BS degree or equivalent practical experience


Associated topics: assistant general manager, assistant gm, captain, district manager, executive producer, executive team leader, fire chief, gerente, petty officer, police commander


• Location: San Diego

• Post ID: 35522757 sandiego is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2018