Group Manager, BPO Center of Excellece

Company Overview

Job Overview

We are seeking a highly strategic and results-oriented Manager, BPO Center of Excellence (CoE) to establish and lead the centralized management of our Business Process Outsourcing (BPO) partners within the Sales organization. This role is foundational to Intuit's strategy to move from fragmented BPO management to a singular, horizontally operating Center of Excellence.

You will be directly responsible for defining the governance framework, driving operational efficiency, maximizing the ROI of our BPO relationships, and ensuring our outsourced capabilities are strategically aligned with Intuit’s overarching sales objectives. Success in this role will be defined by the establishment of standardized BPO management processes, significant improvements in vendor performance, and enhanced cost efficiency, as well as the buildout of a team to support this strategy.

Responsibilities

BPO Strategy, Governance and Intake Management

• Define, develop, and continuously evolve the Sales-wide BPO outsourcing strategy and future roadmap.
• Establish and enforce the governance framework, including processes for BPO intake, prioritization, and approval of new use cases.
• Define and administer overarching vendor selection, continuous evaluation criteria (e.g., scale, repeatability, risk), and selection criteria to maximize long-term value.
• Partner with Procurement and Legal to standardize BPO contracts, including incentive design and critical support ratios, improving collective bargaining power.

Vendor Performance Management and Oversight

• Serve as the single point of coordination for strategic Sales BPO partnerships, leading the design and execution of vendor Quarterly Business Reviews (QBRs) and other key rhythms.
• Establish and track unified Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) across all BPO partners to ensure consistent standards and drive maximum output.
• Rigorously monitor daily, weekly, and monthly sales and operational progress, establishing clear ownership and operational accountability when addressing performance variances.
• Conduct proactive root cause analyses and lead continuous improvement initiatives involving BPO partners and internal Sales Subject Matter Experts (SMEs).

Operational Transition and Change Management

• Own the end-to-end BPO lifecycle, managing the process transition during vendor onboarding and offboarding.
• Ensure successful risk mitigation, business continuity, and knowledge transfer during any BPO transition or scaling event.
• Align closely with Enablement teams to ensure BPO partners are equipped with the tools, resources, and knowledge to effectively sell Intuit products and services.
• Partner with BPO Performance Leads and Sales Enablement to develop clear seller enablement plans centered around customized scripts, playbooks, and coaching paths for outsourced teams.

Technology Standardization and Process Excellence

• Monitor and Influence the BPO Tech Stack to ensure partners are fully enabled and synchronized with Intuit’s internal systems.
• Standardize Sales processes and the underlying tooling landscape across BPO partners, pinpointing and pursuing automation opportunities.
• Synchronize tools and reporting systems for both frontline BPO teams and internal Intuit Sales/Sales Ops teams to ensure data consistency and accuracy for reporting.

Qualifications

• Bachelor's degree in Business, Operations, or a related field. MBA or advanced degree is a plus.
• Minimum of 7 years of progressive experience, with at least 5 years specifically in BPO Management, Vendor Management, or leading large-scale outsourced Sales Operations.
• Deep expertise in establishing and centralizing BPO governance models. Proven ability to design and manage complex vendor SLAs, KPIs, and incentive structures.
• Exceptional cross-functional leadership and relationship-building skills, with a proven ability to influence decisions among senior internal stakeholders (Sales Leadership, Procurement, Finance) and external BPO executive teams.
• Superior analytical skills with the ability to interpret complex performance data, identify trends, and drive data-driven strategies that optimize BPO ROI.
• 25-35% travel required to domestic and international BPO sites and vendor locations.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is: