Intuit
Website:
intuit.com
Company:
https://www.linkedin.com/company/intuit
Seniority: Mid-Senior level
Industries: Software Development
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 supporting the Intuit Expert Assisted - Expert Network.
Responsibilities
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 for our Intuit Expert Assisted customers. You will be a critical bridge between internal teams and external partners, ensuring we deliver excellence and innovation across every touchpoint as we empower small business customers in powering prosperity.
Partner Management & Service Delivery
- Lead multiple high-value external partner relationships, driving performance improvement, operational consistency, and strategic alignment across theIntuit Expert Assisted - Expert Network.
- Build trusted, win-win 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.
- Champion a customer and Expert-experience focused environment, working with internal partners to deliver experiences that build relationships with customers, resolve issues, and attract and retain Experts.
- Support a complex geographically dispersed workforce, inclusive of significant hiring waves corresponding with peak season demand, and help partners meet training, customer experience, first contact resolution, service quality and promote service products benefiting customers.
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.
- Drive innovation through experimentation and partnership with Thrive teams to create optimum processes for operational delivery, embodying a mindset of continuous improvement.
- Collaborate on strategic direction for service delivery vision and footprint strategies forIntuit Expert Assisted domain experts, and partner with Ops Strategy & Finance to align on operational and financial plans.
- Partner with workforce management, Real Time Operations, and training/learning teams to solidify assumptions into the capacity plan and operationalize service delivery at scale.
Data-Driven Insight & Impact
- Leverage quantitative and qualitative data to assess partner and vendor performance, identify improvement opportunities and build actionable strategies.
- Build dashboards and executive-level insights to communicate progress, value and impact of initiatives and partnerships.
- Ensure partner organizations deliver on key performance metrics, including Customer Satisfaction as measured by Net Promoter(tNPS) and Resolution Scores (Issue Resolution), Service Quality (SQS), productivity/efficiency metrics such as Queue SLA, Utilization and Handle Time (Occupancy and AHT).
- Work with forecast, demand and experience teams to determine and improve baseline forecasts for vendor and partner capacity.
Change Leadership & Innovation
- Champion innovation by introducing novel ideas and helping partner teams adapt to evolving priorities and solutions.
- Lead partner teams through exploring and testing new technologies or service methodology changes to address Expert and customer needs.
- Actively contribute to a culture of continuous improvement, bold thinking and operational excellence.
- Develop subject matter expertise for new offerings and the existing Intuit Expert Assisted ecosystem.
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 in contact centre service delivery or the accounting industry is a plus, with deep familiarity with customer experience performance metrics, including tNPS(Net Promoter Score), Service Quality (SQS), Issue Resolution (FRS / IR) and interaction KPIs (ASA, TR, AHT, Occupancy etc.).
- Bachelor's degree required; MBA or advanced degree or focusing Accounting/Finance, 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 who can quickly and independently assess business requirements and become a trusted leader and 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, including managing organizational change initiatives.
- Strong written and verbal communication skills, with the ability to present information clearly and concisely, and to interpret and disseminate complex or ambiguous information to teams and partners at point of need.
- Demonstrated resilience, initiative and ability to adapt in fast-paced, evolving environments; up to 30% travel required for cross-team collaboration and partner oversight responsibilities.
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:
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