Intuit
Website:
intuit.com
Job details:
Overview
We are a high-impact, fast-moving Customer Success organization on a transformational journey. With bold goals and a deep obsession for both customer and expert experiences, we operate at velocity and with purpose to deliver measurable impact at scale. We're looking for a bold, strategic, and hands-on leader to join our passionate team and help us drive large-scale change across both internal operations and external partner ecosystems.
As a Staff-level individual contributor in Vendor Partner Management, you will lead multi-million-dollar customer success partnerships and deliver complex strategic initiatives that enhance service delivery, operational efficiency, and customer satisfaction. You will be a critical bridge between internal teams and external partners, ensuring we deliver excellence and innovation across every touchpoint.
Responsibilities
Partner Management & Service Delivery
- Lead multiple high-value external partner relationships, driving performance improvement, operational consistency, and strategic alignment
- Hold partners accountable to KPI targets across CSAT, AHT, and Issue Resolution — initiating and tracking performance improvement plans when performance falls below threshold
- Facilitate Weekly Business Reviews (WBRs) and Monthly Business Reviews (MBRs), ensuring partners deliver data-driven pre-reads, own root-cause analysis, and execute on improvement actions
- Build trusted relationships with senior leaders across partner organizations to co-develop goals and long-term success plans
- Act as the voice of the partner internally, resolving escalations and clearing roadblocks that impede performance or customer experience
Strategic Programs & Transformation
- Own and drive large-scale, cross-functional initiatives that impact customer support delivery, expert enablement, and operational scalability
- Collaborate with internal stakeholders across Product, Operations, Finance, and Technology to co-design and execute strategic programs
- Take full ownership of execution details, including program setup, milestone tracking, meeting orchestration, and risk management
- Actively contribute to a culture of continuous improvement, bold thinking, and operational excellence
Data-Driven Insight & Impact
- Monitor partner performance and staffing views, identifying improvement opportunities and building actionable strategies
- Ensure staffing delivery against capacity plans, flagging intraday gaps and coordinating real-time coverage adjustments in partnership with workforce planning
- Build executive-level insights to communicate progress, value, and impact of initiatives and partnerships
Qualifications
- 8+ years of leadership experience in Vendor Partner Management, Customer Experience, Business Operations, Program Management, or Strategic Partnerships
- Proven track record managing BPO/vendor partnerships, with a focus on performance management and relationship development across senior stakeholders
- Experience with contact center KPIs, WBR/MBR cadences, and performance management frameworks
- Familiarity with expert enablement, change management coordination, and readiness processes in BPO or large-scale service delivery environments
- Bachelor's degree required; MBA or advanced degree preferred
- Strong business acumen and customer-centric mindset, with the ability to balance high-level strategy and hands-on execution
- Demonstrated experience as a self-starter that can quickly and independently assess business requirements and become a trusted subject matter expert
- Deep analytical skills and comfort with data; able to drive insights, make decisions, and communicate findings effectively
- Experience leading complex, multi-stakeholder initiatives across functions with measurable business impact
- Demonstrated resilience, initiative, and ability to adapt in fast-paced, evolving environments
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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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