Intuit
Group Manager, Customer Experience, Assisted Services Growth
$190K–$297K
San Diego, California +1 · Manager · Full-time · Posted Oct 19, 2026
- Location
- San Diego, California
Mountain View, California - Experience
- 10+ years; in-house or consultancy experience followed by an in-house operating role.
- Education
- BA/BS required; an advanced degree in design, HCI, business, or a related field is a plus.
About the job
Leads service design for TurboTax Live’s assisted customer journey, combining AI and human expertise to help customers connect with experts, complete and file returns, and return the following year.
What you'll do
- Blueprint and improve customer and expert journeys, identifying service breakpoints and making investment cases.
- Design AI-human workflows, including routing, handoffs, expert tools, and customer follow-up; prototype and test changes before scaling.
- Lead a small team and cross-functional partners, guide operational change, and measure customer and business outcomes after launch.
What they ask for
- 10+ years in service design, experience design, or CX, including significant experience leading live, human-delivered services at scale.
- Full-range service design skills, including research, service blueprinting, ecosystem mapping, prototyping, and facilitation.
- Business acumen linking design to operational and financial outcomes and investment cases.
- Experience designing AI into services, plus hands-on team leadership and influence across partners.
Nice to have
- Experience in regulated, high-trust industries; complex physical or venue-based services; or industrial design.
- Experience with seasonal peak operations, retention or loyalty design, or experimentation.
Pay
San Diego: $190,000 - $257,000 USD base salary; Mountain View, CA: $219,500- $297,000 USD base salary
AI focus
Design AI agents, virtual assistants, agent assist, intelligent routing, automated resolution, and AI-human handoffs; use AI in design practice with good judgment.
Model-written summary · the original posting is authoritative