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 a Senior Program Manager, you will be responsible for managing and implementing strategic programs that will drive world class digital and expert-led customer experiences , growing and retaining our customer base. You will also be responsible for the change management of product feature releases, new products, partnerships, and marketing campaigns. You will power prosperity by managing change that drives frictionless customer experiences. You will partner with stakeholders from across the business (Marketing, Sales, Partnerships, Product) to positively inﬂuence change by optimising customer touchpoints through carefully crafted human and digital experiences.

We are looking for creative problem solvers with a passion for tackling tough customer problems to join our team and serve as a Senior program Manager, with responsibility for delivering business outcomes. The role is an individual contributor that conducts activities such as managing a portfolio of strategic projects, measuring and reporting outcomes, beneﬁt realisation, and enabling scale through the design of globally aligned processes and frameworks. You will be an advocate and inﬂuencer for eﬀective change management across the business, and a role model of program, project, and change management to the team. You will provide expertise and guidance in support of seamless customer and employee touch points across the change to achieve business outcomes, such as customer retention and advocacy.

Qualifications

5+ years of experience in a program and change management role with experience managing complex programs in SaaS, design, customer experience, service and
Demonstrated ability to inﬂuence at the director level within a matrixed
Demonstrated ability to build strong partnerships across teams in delivering the best outcome of programs
Ability to use data and insights to support and drive decision-
Proven experience in implementing product-based change, managing process and organisational change.
Proﬁciency in using project management tools and software such as com, leanIX, smartsheets, conﬂuence jira.
Certiﬁcation in project and change management, such as APM PMQ, and PMI

Responsibilities

Focus Strategically

Have autonomy to work collaboratively with the leaders in your space to drive the project/program strategy to accelerate the most strategic business outcomes.
Drives a data backed approach to execute, monitor and communicate progress, trade-oﬀs or decisions needed
Forecast increases in customer service volume to ensure frontline teams are staﬀed accordingly, and implement levers to mitigate risk related to the change.

Lead Change

Build trust within the team
Understand and support key changes and type of change (process, technology and organisation) being driven by the program
Role model and embrace change to lead teams through evolving priorities

Enable Scale

Recommend areas of improvement within the project/program and work with stakeholders to implement
Participate in opportunities to engage with the program community to improve your craft
Coaches others in the business on program management

Domain Expertise

Quickly absorbs information in a new program area, parses what is important and applies that into problem solving.
Identify technical dependencies and any gaps, determine capabilities needed and engage the proper technical experts to determine a solution

Deliver Programs

Drive the project/program operating rhythm
Develop a high quality plan that is organised into manageable pieces at the workstream
Use data to assess progress to plan, review data for trends, and communicate progress and trends to stakeholders
Identify risks and issues and work with stakeholders to determine response plans

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."

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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."

Hear from our employees

Conrad De Peuter

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Conrad leverages tools like natural language processing and machine learning to help tax analysts and small business owners use TurboTax and QuickBooks more efficiently. For Conrad, Intuit is a great place to learn, grow, and take full ownership of your career path.

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