Intuit
Website:
intuit.com
Company:
https://www.linkedin.com/company/intuit
Seniority: Mid-Senior level
Industries: Software Development
Job details:
Overview
About the Program
Intuit's Virtual Expert Platform connects customers with credentialed tax professionals, bookkeepers, and accountants through world-class digital experiences—powering the human expertise behind TurboTax, QuickBooks, and beyond. We are reinventing how Product Support works at scale so that well-equipped humans (and increasingly, AI working alongside them) resolve customer issues quickly, completely, and with far less customer effort. The north-star measure of this work is Full Resolution Score—the percentage of contacts fully resolved in a single interaction.
Job Overview
As a Senior Staff PM based in Bangalore, you will own the platform capabilities that power Product Support Transformation—the reusable services and AI building blocks that pre-brief experts, surface the right knowledge at the right moment, route work intelligently, and learn from every resolved case. You turn the needs of experts and the business into a scaled, dependable platform. Your work is the engine behind the experience: build it once, serve it everywhere, and make every expert interaction faster, smarter, and more trusted.
Responsibilities
Responsibilities
- Own the platform roadmap for the capabilities that serve Product Support experts—case and context management, knowledge retrieval, intent understanding, AI-assisted guidance, and the learning loop that improves the system over time.
- Translate the business use cases and expert needs (defined in close partnership with business PMs) into well-scoped platform requirements, clear interfaces, and a milestone-driven delivery plan.
- Partner deeply with engineering and data science to design capabilities as reusable services—defining the contracts, quality bars, evaluation metrics, and latency/reliability targets that production demands.
- Drive the AI-enablement of these capabilities—bringing in LLM, retrieval, and intent-modeling techniques, and standing up the evaluation and guardrails that make them trustworthy enough to put in front of experts and customers.
- Define and instrument capability-level success metrics (coverage, accuracy/precision, latency, adoption, reliability) and hold the platform accountable to them.
- Sequence a bold platform vision into actionable increments your teams can ship with speed and clarity—starting from proven foundations and scaling deliberately.
- Manage cross-team dependencies and platform contracts so capabilities compose cleanly with adjacent systems (routing, identity, knowledge, expert workspace).
Qualifications
Qualifications
- 8+ years of product management experience delivering platform, infrastructure, or AI/ML-powered products, with a strong preference for applied AI, conversational AI, retrieval, or developer/enablement platforms.
- Demonstrated ability to take capabilities from 0 to 1 and scale them—defining strategy, navigating ambiguity, and driving end-to-end delivery across complex engineering teams.
- Deep fluency with AI and ML concepts as they apply to production systems—large language models, retrieval-augmented generation, intent classification, embeddings/vector retrieval, and the evaluation methods that keep them honest.
- Strong systems and data acumen—you reason about interfaces, contracts, reliability, latency, and quality, and you use metrics and experimentation to prioritize and measure.
- Experience building reusable, multi-consumer platform capabilities—you think in services and contracts, not one-off features.
- Outstanding written and verbal communication—you can align distributed teams and partner-team stakeholders, including counterparts across geographies, around a shared technical plan.
- Global-by-design mindset and proven success partnering with business and research counterparts in other time zones.
- Bachelor's degree in Computer Science, Engineering, Mathematics, or a related technical discipline; equivalent professional experience considered.
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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.
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