Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.

Job Overview

Intuit is a mission-driven, global financial platform company that gives everyone the opportunity to prosper. We are using technology to build solutions to challenging financial problems for millions of people around the world.

The Customer Success team delivers award winning service and support experiences to small business owners and accountants using our products, including QuickBooks Online, QuickBooks Advanced, QuickBooks Online Accountant, and QuickBooks Payroll.

Joining the Customer Success team as our Project Management Leader, you will lead the Customer Success team through product and market change programs such as product feature releases, new products and marketing campaigns, striking a balance between meeting the customers’ needs and driving our business outcomes.

You will fuel the success of our customers around the world, by managing change that drives a frictionless experience with our products and service offerings, through the testing and implementation of solutions that address key customer problems. You will also partner with stakeholders from across the business (Marketing, Sales, Partnerships, Product) to positively influence change management, with the aim of creating memorable customer experiences.

The role will lead a team that conducts activities such as developing and managing a roadmap of product changes through project and change management practices, enabling scale through global alignment. As the leader in this space you will create a network of stakeholders that will support you and your team to deliver effective and frictionless releases to market with great customer outcomes across all touchpoints of the change. You will work towards achieving business outcomes, such as transactional, Product and Brand NPS and customer retention.

Qualifications

ABOUT YOU

Experienced leader - Define success and galvanise the team around it through clear direction, inspiration, and motivation. Align on and prioritise what’s most important.
Drive performance - Attract, energise and retain the best, diverse talent. Champion a culture of inclusion and innovation. Develop people to accelerate performance.
Drive winning results - Allocate time and resources to what’s most important. Make fast, data-driven decisions. Take extreme ownership for outcomes.
Strategic-thinking - Understand the external environment, overall company strategy and program outcomes to maintain focus and if needed drive pivots and tradeoffs throughout the program.
Communication - Compelling data-backed and insights-led storytelling to clearly convey your ideas, as well as collaborate with and influence stakeholders
Lead change - Build strong trust based change teams and thoughtful change management plans to lead and influence cross-functional teams to achieve shared goals.
Analytical skills - assess qualitative and quantitative data to identify customer and employee trends and patterns, draw conclusions, and make data-driven decisions to enhance the change process.
Enables scale - drive improvements by leveraging best practices and creating repeatable frameworks. Invests in building capability in others for managing change projects and portfolios.
Emotional intelligence - A high level of emotional intelligence that enables deep empathy for customers and employees.

EXPERIENCE & QUALIFICATIONS

8+ years of experience in customer service, product experience, project and change management, or a related field.
4+ years of experience leading teams - including setting goals, coaching, development and performance management.
Certification in project and change management, such as Agile, ITIL, SDLC, Leanstartup.

Responsibilities

Develop and implement strategies and processes for effective and impactful change management of product, process, platform and tool changes for the Customer Success organisation.
Drive end to end change and project management plans for human and digital customer success, including:
- Creation of project charter, plan, action tracker, risk & issues log, decision register, DACI and RACI.
- Drive escalations and go-no go decisions.
- Development and maintenance of key project and change management artefacts.
- Identification of Customer Success resources required to execute as part of the project and change process.
Lead and develop a team of Project Managers who drive successful implementation of product, feature, and process changes within Customer Success.
Lead the project management plans for seasonal ramp activities such as price increases, tax time (peak seasonal period), marketing events (QB Connect).
Role-model project and change management best practices and influence adoption within the organisation.

Stakeholder Management

Build a network of partners across the organisation to gain visibility and to influence product, feature changes and go-to-market campaigns.
Facilitate alignment with CS leadership of new change projects, timelines and requirements.
Ensure the Customer Success organisation and our outsourced partners are informed of and engaged with product changes and marketing campaigns.
Understand senior stakeholder requirements and own the creation of actionable engagement and communication strategies to manage relationships and expectations.
Represent CS in cross functional (Local and global) planning to ensure successful end to end delivery of market launches.
Engage with local and global platform teams to ensure local market requirements are incorporated into system and tool roadmaps driven by the global teams.

Continuous improvement

Identify existing CS systems and processes that require alignment and modification to enable scale across CS change management activities.
Drive retrospectives and alignment across change programs to support the continued learning and optimisation of the way we prepare for and implement change.

Gleb Intuit employee

"When I encounter a technical problem, I feel driven to find a solution that is simple, human, and easy to understand."

Morag Intuit employee

"It’s important to always strive for improvement, even if you’re already in a good place."

Alexandria Intuit employee

"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."

Emily Intuit employee

"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."

Troy Intuit employee

"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."

Natalie Intuit employee

"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."

Conrad Intuit employee

"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."

Joylyn Intuit employee

"Designing at Intuit feels special because we're not just making things to make things. We're tackling real, consequential financial problems voiced by small businesses, self-employed, and individuals around the world. I'm grateful to have such a worthy and motivating mission when I go to work – powering prosperity around the world."

Conrad Intuit employee

"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."

Alexandria Intuit employee

"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."

Emily Intuit employee

"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."

Troy Intuit employee

"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."

Natalie Intuit employee

"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."

Emily Intuit employee

"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."

Heather Intuit employee

"By feeding our customers' data through machine learning algorithms, we uncover valuable insights that empower millions of customers to feel more confident about their financial future."

Alexandria Intuit employee

"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."

Troy Intuit employee

"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."

Jake Intuit employee

"We use the latest Native frameworks for iOS and Android to deliver a truly delightful mobile-first experience for our customers. I love that we're enabling millions of customers to improve their financial health, all under a world-class mobile experience."

Alexandria Intuit employee

"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."

Emily Intuit employee

"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."

Breaunna Intuit employee

"It's a great feeling knowing that when you push out a new feature or fix, our customers notice it and really love the work that we do! Here at Intuit, not only do we have the freedom to work with the newest technologies, but we value solving challenging financial problems for our customers above everything else."

Chelsia Intuit employee

"One of my favorite aspects of this role is that my work is helping small business owners achieve their business goals by solving complex financial problems. It's gratifying to know that the work that I'm doing directly impacts consumers and makes their lives easier so that they can focus their energy on growing their business."

Troy Intuit employee

"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."

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