Staff Program Manager - Customer Success
Intuit
Staff Program Manager - Customer Success
Company Overview
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
We are looking for a creative problem solver with a passion for tackling tough customer problems to join our Consumer Group Operations and Program Management team. This Program Manager will work with Customer Success Product and Experience leads to drive E2E business program outcomes to enhance customer help experience within our tax products.
If you are driven by the desire to create extraordinary experiences that transform the lives of our customers, we warmly welcome you to join our team as a Staff Program Manager. We seek candidates with robust program management experience, profound customer empathy, exceptional execution skills leveraging AI solutions, and a proven track record of establishing solid business partnerships and delivering impactful results.
Responsibilities
- Influence program outcomes to align with Intuit's business strategy.
- Execute strategic initiatives, aligning leaders and teams around shared program goals.
- Design program structures that empower teams to achieve successful outcomes.
- Manage program dependencies, reporting, senior leadership escalations and communications.
- Establish strong relationships with key stakeholders across Customer Success, Product Development, Product Management, Marketing, CK, and PTG.
- Collaborate closely with stakeholders to ensure the team focuses on high-priority programs and delivers maximum value to customers.
- Develop standardized mechanisms to keep key stakeholders informed about portfolio progress, risks, and issues in an automated fashion.
- Comfortable and adept at leveraging AI/ML tools to revolutionize program management, automating tasks like reporting, risk identification, and resource forecasting, significantly enhancing overall program efficiency and outcomes.
- Bring external insights and learnings to the team.
Qualifications
- 8+ years of leadership experience in program management, overseeing multiple complex programs successfully.
- Demonstrated a strategic mindset for integrating AI capabilities into existing program frameworks and a commitment to exploring emerging AI technologies to continuously improve program delivery and outcomes.
- Exceptional influencing skills, proven ability to collaborate in matrix environments, and build solid partnerships across organizations to deliver the best results in complex programs.
- Outstanding communication skills tailored for executive-level audiences, including the ability to guide and influence senior leaders effectively.
- Proven ability to rally teams around execution plans, articulate challenges and opportunities clearly, and align executive teams on program outcomes.
- Experienced in driving program outcomes in an Agile/Scrum environment, balancing the need for date-driven business outcomes and prioritization-based outcomes.