Intuit
Website:
intuit.com
Job details:
Overview
At Intuit, our global network of thousands of tax, bookkeeping, and financial experts is the human intelligence (HI) that powers our AI-driven financial technology platform. This position is a critical regional leadership role within Intuit's Expert Network, focused on the expert brand, operational readiness, change management, and engagement of our India-based expert community.
As the Staff Program Manager of Expert Readiness & Engagement (India), you will serve as the essential connective tissue between our global product/experience strategies and our local Indian expert footprint. Your mission is to ensure that when new technology, workflows, or product updates are introduced, the India network is 100% prepared to execute flawlessly. You will focus inward — architecting site branding, driving localized engagement strategies, managing internal communication, and leading regional change management frameworks. By leveraging continuous listening loops, you will ensure our India expert community is trained, equipped, and culturally aligned to deliver delight to our global customers.
Responsibilities
Lead Regional Change Management & Expert Readiness
- Deployment Orchestration: Act as the strategic partner to central expert readiness and change management and corresponding COEs for global tool deployments and product releases. Own the regional readiness roadmap for India, mapping out dependencies, training timelines, and process variations
- Impact & Friction Assessment: Conduct change impact assessments to understand how global platform updates uniquely affect the Indian workforce. Identify and mitigate potential operational risks before deployment
- Adoption Tracking & Hypercare: Define and monitor tool adoption metrics. Lead post-launch "hypercare" support structures locally to quickly address technical glitches or operational confusion during critical peak seasons
Establish Local Listening Infrastructure & Process Rigor
- Gemba & Observational Studies: Establish a disciplined cadence of "Gemba" walks and workflow shadowing to observe real-time tool usage, capturing friction points that quantitative metrics might miss
- Continuous Feedback Loops: Set up regional listening posts and pulse-survey frameworks tailored to capture the daily sentiment, technical health, and overall tools readiness of the India network
- Insights-to-Action Root Cause Analysis: Partner with the global Expert Voice & Insights team to translate local workflow friction into structured, data-backed business requirements for the core product engineering backlog
Drive Internal Engagement, Site Experience, and Communications
- Strategic Communication Alignment: Manage regional internal communication channels, translating complex technical rollouts and global updates into clear, actionable, and culturally contextualized narratives for our experts
- Site Identity & Brand Advocacy: Partner with local facilities and global creative stakeholders to guide physical and virtual site branding, creating a workplace environment that fosters deep brand pride and a unified mission
- Culture of Excellence: Design and scale localized engagement initiatives that boost community belonging, maintain high engagement scores, and celebrate "magic moments" where experts leverage AI to delight customers
Qualifications
Experience & Change Management Domain Expertise
- 8–10+ years of experience leading Program Management, Change Management, or Operational Excellence initiatives within a global technology company or a highly scaled Global Capability Center (GCC) in India
- Change Management Frameworks: Direct expertise applying structured change methodologies; Certified Change Management Professional (CCMP) or equivalent credentials preferred
- Rollout Architecture: Proven history of successfully landing complex, multi-stakeholder software migrations or tool deployments across a large workforce of distributed users
- Operational Listening: Deep familiarity with setting up workforce feedback loops, executing Gemba-style observational studies, and parsing qualitative feedback into structured data
Leadership & Influence
- Cross-Border Autonomy: Exceptional ability to operate as a self-driven regional anchor, managing local delivery while maintaining matrixed alignment with a global cross-functional team in the US
- Stakeholder Management: Strong capability to navigate tension between global tech timelines and local operational realities, advocating fiercely for the expert experience while respecting product launch goals
- Strategic Communications: Elite verbal, written, and presentation skills with a demonstrated ability to synthesize highly technical changes into intuitive, empathetic workforce communications
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.
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