Product Manager 2, Virtual Expert Platform — Expert Management

Company Overview

Job Overview

At Intuit, our mission is to power prosperity around the world. With iconic brands such as TurboTax, QuickBooks, Credit Karma, and Mailchimp, Intuit serves more than 100 million customers globally.

The Virtual Expert Platform (VEP) sits at the center of how Intuit connects customers to trusted guidance — through Human Intelligence (HI), AI-powered experiences, and deeply integrated AI + HI workflows. VEP powers a multi-billion-dollar Services business (including QuickBooks Live and TurboTax Live), enhances Customer Success by combining AI with human expertise, and enables Sales and Growth motions by connecting prospects and customers to the right expertise at the right time. VEP delivers configurable, reusable platform capabilities that connect customers and small- and mid-market businesses to many forms of expertise — ranging from self-help and AI-assisted experiences to live, real-time expert engagement — across all Intuit products.

Within VEP, the Expert Management organization owns how the right expert is discovered, scheduled, engaged, and supported across every customer journey. This is the team responsible for expert discovery, routing, scheduling, engagement, conversations, and the observability that keeps it all running reliably at scale.

We are looking for a Product Manager 2 to own a well-scoped product area within Expert Management end-to-end. You will partner closely with a Senior Staff PM on the same charter to form a balanced two-PM team covering the breadth of Expert Management capabilities. You'll work directly with engineering, design, data science, and service delivery counterparts in Bengaluru and San Diego to translate customer and expert needs into high-quality, instrumented platform features that move the metrics that matter.

Responsibilities

• Own the product area end-to-end — define the problem statement, write clear product requirements, partner with design and engineering through delivery, and follow through on adoption and outcome metrics.
• Develop deep customer and expert empathy through regular research, expert shadowing, and analysis of conversation data; prioritize the highest-impact unsolved problems and iterate on solutions.
• Leverage data to identify opportunities within the Expert Management capabilities, formulate hypotheses, and drive product changes that improve customer, expert, and platform outcomes.
• Incorporate direct feedback from customers, experts, and service delivery teams to pinpoint root-cause pain points and solve them at the source rather than at the surface.
• Take an analytics- and experimentation-driven approach to translating complex customer and expert needs into tactical product changes that unlock measurable improvements in routing quality, time-to-expert, engagement outcomes, and platform reliability.
• Ensure flawless execution by owning end-to-end delivery with extreme focus on the details — requirements, edge cases, instrumentation, rollout, and learning loops.
• Partner closely with engineering, design, data science, analytics, and service delivery leaders in Bengaluru and San Diego to drive business outcomes.
• Contribute to the broader Expert Management roadmap and platform direction in partnership with the Senior Staff PM and GPM, identifying how features in your area can mature into durable capabilities reused across Intuit.

Qualifications

• 1+ years of product management experience, ideally on platforms, marketplaces, services, communications, customer-facing AI experiences, or similar systems where reliability and scale matter.
• Strong customer empathy — finds unsolved customer problems and digs past surface-level complaints to find insights that unlock innovation.
• Anchored on driving outcomes and impact, with a strong growth mindset and a bias to ship and learn.
• Experience with fast-paced experimentation, instrumenting features cleanly, and interpreting experiment results to make confident decisions.
• Comfort engaging in technical discussions with engineering and architecture partners on scalable platforms and AI-enabled systems; able to translate technology constraints into product trade-offs.
• A platform mindset — considers how features in your area can be extended into durable capabilities used across the Intuit ecosystem, and grounds your roadmap in the Intuit City Map.
• Data and AI fluency — leverages data to define the roadmap and prioritization, and proactively seeks opportunities to apply AI to deliver customer outcomes faster.
• Strong communication skills with the ability to influence decision-makers and build consensus with cross-functional teams in a matrixed, distributed organization.
• Proficiency in SQL or equivalent self-serve analytics tooling.
• Adaptable — able to identify the need to adjust plans as priorities, requirements, or new learnings emerge, and drive those changes with the team.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may 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: