David Kanter
Customer Experience Team, Sr. Mgr, Intuit, Inc.
- Location
- Greater San Diego Area
- Industry
- Internet
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David Kanter's Overview
- Current
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- Consumer Group, Customer Experience Team, Sr Manager at Intuit
- Past
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- Weekly Blogger for AppAdvice at AppAdvice Daily
- Consumer Tax Group, Senior Business Operations Manager at Intuit
- Director, Digital Management at VUNetUSA
- Director, Digitial Media Management Programs at Vivendi/Universal Net USA Technologies
- Director of Digital Media Management at mp3.com
- Business Application Manager at UBS Warbug
- Education
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- Indiana University Bloomington
- Recommendations
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3 people have recommended David
- Connections
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398 connections
David Kanter's Summary
Currently End to End Experience Designer for customer care in the Consumer Group at Intuit, Inc. the makers of TurboTax.
My expertise is in working in an agile environment with product management, engineering teams, QA, UX designers and customers to create the best end to end support experience possible for mobile apps.
Samples of products I drove for iOS and Android smartphones:
http://www.turbotax.com/support (View from Mobile Device).
iPad Help Center: http://turbotax.intuit.com/support/landing-pages/ipad-help-center.jsp (must view from iPad Device)
With over 20 years experience in Project Management, Operations Management, Customer Care, and Business Management. Acted as Project Manager for Entitlement Management Solutions used by QuickBooks Desktop Software. Managed End to End Monitoring Systems for TurboTax Online. Setup End to End Customer Care for SnapTax iPhone and Android Apps, allowing customers to photograph and submit their W2s electronically to Intuit's TurboTax Online product.
Prior to working at Intuit, I was the Director of the Digital Media Management Department for Vivendi/Universal Net USA Technologies, and have managed several key web development and backend infrastructure projects for UBS Warburg, MP3.com, Napster.
Comfortable in Identification of the client's business requirements, reviewing contracts, writing functional specifications, creating statements of work, and general project documentation needs.
I am comfortable leading large team project efforts as well as summarizing the project status, risks and issues to senior management.
Specialties
- User Experience Degin
- Mockups and user flows
- Deep Customer Empathy
- End to End Release Management
- Root Cause Analysit
- Project Management
- Operations Management
- Customer Care
- Analytics
- Release Engineering and Deployment Coordination
- Application Support
- Production Support Operations Manager
- Business Process Improvement for Operational Procedures
David Kanter's Experience
Consumer Group, Customer Experience Team, Sr Manager
Intuit
Public Company; 5001-10,000 employees; INTU; Computer Software industry
April 2010 – Present (2 years 2 months) San Diego, CA
David Kanter joined the Consumer Group Customer Care team as the a Sr. Manager for the Customer Experience Team. In this role, David is responsible for partnering with Product Management, Development and Marketing to design great end-to-end customer experiences for new business initiatives, focusing on iOS, Tablet, and Android Devices. He enjoys working with customers to identify pain points, and areas for opportunity to address in the products he currently supports (TurboTax Mobile Help Center, SnapTax, TurboTax for iPad, and TurboTax for Android).
David has been with Intuit for over 8 years. He was originally hired as an operations manager for various back-end services for the Quickbooks Online Edition such as login, billing manager, Enterprise Integration Backbone, Java Messaging Servers and Order Management Systems. More recently, he was in Consumer Group’s Business Operations team helping to drive Customer Experience Monitoring and the Root Cause Process – ensuring incidents are resolved quickly and communicated clearly to senior management.
Originally from Chicago, Ill., David attended Indiana University and received his Masters degree in Instructional Systems Technology. He spent a great deal of time during his graduate studies in a usability lab learning how to understand users’ needs.
He’s also worked as a Business Application Manager in East Asia for Warburg Dillon Read, UBS Warburg (Swiss bank), as well as a Project Manager and Operations Manager for MP3.com, Napster Online Music Service and Vivendi Universal. David is also fluent in Mandarin Chinese and has lived in Taiwan and Hong Kong for a few years.
In his spare time, David enjoys spending time with his amazing 5-year old son, Hiking, bike riding, playing coccer, and singing Beatles Rock Band on their Wii. He also plays electric and acoustic guitar and can sometimes be found participating in Open Mic night blues jams at various venues in San Diego.
Weekly Blogger for AppAdvice
AppAdvice Daily
Media Production industry
May 2011 – September 2011 (5 months)
Also write a weekly How-To article for AppAdvice on Apple, iPhones, iPads and Mac OS X.
http://appadvice.com/appnn/author/dave
Consumer Tax Group, Senior Business Operations Manager
Intuit
Public Company; 5001-10,000 employees; INTU; Computer Software industry
January 2004 – May 2010 (6 years 5 months)
- Operations Team Manager
- Project Manager for Entitlement Management Solutions
- Release Engineering and Deployment Coordination
- Pre-Production & Environment setup planning
Director, Digitial Media Management Programs
Vivendi/Universal Net USA Technologies
Public Company; 10,001+ employees; V; Entertainment industry
July 2000 – November 2003 (3 years 5 months)
Department Manager for Digital Media Management Department. Managed multiple programs, program managers, projects, project managers, and technical staff. Responsible for daily operations, budgets, projects, revenue recognition, negotiated contracts, managed direct reports.
Director of Digital Media Management
mp3.com
Public Company; 201-500 employees; MPPP; Internet industry
2000 – 2003 (3 years)
Managed Team of 10 Engineers & QA, liaison with product teams (Universal Music & Napster).
Business Application Manager
UBS Warbug
Public Company; 10,001+ employees; UBS; Financial Services industry
July 1998 – July 2000 (2 years 1 month)
Position based mainly in Hong Kong, responsible for managing UAT for Credit Risk Management Applications.
* Created and presented training courses to Credit Risk Officers throughout the Asia Pacific Region.
* Representative for the Data Integrity Program and ecommerce Steering Committee.
* Championed Credit Risk Management best practices throughout the Asia Pacific Region.
* Coordinated User Acceptance Testing for all Risk Management system rollouts in the Asia Pacific Region.
* Project Management & user interface design on large-scale portals.
* Managed the implementation of a document scanning system for legal department with 3rd party vendor.
David Kanter's Languages
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Chinese
David Kanter's Skills & Expertise
- Analytics
- Project Management
- Operations Management
- Application Support
- Customer Service
- Management
- User Experience
- Product Management
- Online Advertising
- Program Management
- Social Media
- Web Design
- Business Development
- SaaS
- User Interface Design
- Rapid Prototyping
- Prototype
- Usability Testing
- Mockups
- Mobile Devices
- Mobile Applications
- Tablets
- Blogging
David Kanter's Education
Indiana University Bloomington
MA, Instructional Systems Technology
1996 – 1998
Wisdom Tools, Bloomington, IN
Interactive Systems Designer (1996-1998)
* Technical Lead for Lotus Notes based on-line e-Learning training program created for Eli Lilly
* Created multiple interactive web-based training applications in Flash, Director and HTML/JavaScript.
* Human-Computer Interface Design Course, assisted professor in facilitating class discussions, managed team projects and offered feedback to graduate students.
Activities and Societies: * Indiana University, Bloomington, Instructional Systems Technology, with concentration in Human Computer Interface Design, MS * Completed Stanford Center Inter-University Program for Chinese Language Studies in Taipei, Taiwan. * Indiana University, Bloomington, East Asian Studies & Chinese Language, with significant coursework in Computer Science, BA
David Kanter's Additional Information
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