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Senior Product Manager - Digital Experiences
Location(s): San Diego, California; San Francisco, CaliforniaCompany Overview
Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.
Job Overview
As a Senior Product Manager for AI-powered help for TurboTax, you will be responsible for creating innovative solutions that will revolutionize the way people access help and guidance for business and personal taxes. Your role will focus on delivering expertise to customers and experts, while also enabling the creators to develop these experiences. You will work closely with various platform teams across Intuit, to develop and implement a cohesive strategy for Digital Experiences as part of the Customer Success organization in the Consumer Group.
To excel in this role, you must have a solid background in digital product management and possess exceptional leadership skills with a strong bias for action. You should have experience working in complex, high-stakes industries and be comfortable navigating ambiguity and making tough decisions. The successful candidate will be a creative problem-solver who is comfortable working in a highly collaborative and customer-obsessed work environment. Experience working with AI/ML technologies and platform capabilities, as well as a deep understanding of customer needs and expectations, will be key to success in this role.
Join us and help us create groundbreaking digital experiences that will change the way people approach gaining confidence with taxes!
Qualifications
- Bachelor’s degree or equivalent work experience, with 5+ years of product management experience
- Proven experience working for a SaaS high-growth company with a focus on reimagining customer experiences and consolidating disparate legacy tools
- Strong ability to analyze and interpret data, with a plus on writing queries
- Ability to understand complex technical workflows and drive innovative product solutions for internal business users while consistently pushing innovation boundaries and balancing short-term customer needs with long-term product vision
- Strong communication skills to engage and evangelize with both technical and non-technical users
- Demonstrated passion for seeking a deep understanding of customer needs and turning that insight into a compelling vision
- Proven track record of driving through designs, ideas, and roadmaps with an entrepreneurial mindset and an exceptional drive
- A learning mindset, curious, bold, self-aware, and humble, unafraid to adjust rapidly to new data and willing to accept failure
- Adept at building deep domain expertise in complex business areas to establish customer empathy and trust
- Capable of establishing credibility with technical teams via common understanding of web application development, API services, technical documentation
- Ability to connect and collaborate with product, UX, marketing, engineering teams, and strategic partners to drive decision making and execution
- Strong technical background to understand and discuss technical concepts, manage trade-offs, and evaluate opportunistic new ideas with internal and external partners
- Takes end-to-end responsibility for the users' success
Responsibilities
- Leading a mindset change by adopting a forward-thinking, platform-centric approach towards digital help experiences and inspiring the team to embrace change and evolve with the industry
- Driving innovation for TurboTax digital help experiences by partnering with teams and stakeholders across the Intuit ecosystem to identify new opportunities
- Collaborating and partnering across Consumer Group and Intuit Customer Success to deliver new capabilities and experiences to unlock growth and retention as well as to drive efficiencies for the business
- Employing leadership and problem-solving skills to create platform-focused solutions that meet end-user needs and exceed expectations, keeping the latest market trends and technological developments in mind
- Mitigating risks, addressing challenges, and making tough decisions in a dynamic, fast-paced environment to ensure flawless execution of team initiatives
- Leading a team of professionals from different fields, ensuring collaboration, and promoting a culture of dedication to providing delightful end-user experiences
- Continuously identifying areas of improvement and opportunities for innovation to ensure that TurboTax remains at the forefront of the industry and maintains its position as a market leader
- Driving holistic with extreme ownership empathy for customers, experts, and the operators who enable digital experiences
How you will lead:
- Develop product roadmap and requirements to deliver seamless help experiences for TurboTax
- Collaborate with a team of top customer success leaders, product managers, analysts, data scientist, engineers, designers, marketers and operations specialists
- Own and drive KPIs/success metrics
- Ruthlessly prioritize your backlog and work across teams to deliver value for our customers
- Develop a bold and innovative vision for the future, broken down into MVP experiences to quickly learn and iterate based on data and end-user feedback
- Present regularly to the core/leadership teams on project strategy and deliverables
Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is Bay Area California $167,500 - 226,500, Southern California $157,500 - 213,500. 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 pay equity for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.
"When I encounter a technical problem, I feel driven to find a solution that is simple, human, and easy to understand."
"It’s important to always strive for improvement, even if you’re already in a good place."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
"Designing at Intuit feels special because we're not just making things to make things. We're tackling real, consequential financial problems voiced by small businesses, self-employed, and individuals around the world. I'm grateful to have such a worthy and motivating mission when I go to work – powering prosperity around the world."
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"By feeding our customers' data through machine learning algorithms, we uncover valuable insights that empower millions of customers to feel more confident about their financial future."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
"We use the latest Native frameworks for iOS and Android to deliver a truly delightful mobile-first experience for our customers. I love that we're enabling millions of customers to improve their financial health, all under a world-class mobile experience."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"It's a great feeling knowing that when you push out a new feature or fix, our customers notice it and really love the work that we do! Here at Intuit, not only do we have the freedom to work with the newest technologies, but we value solving challenging financial problems for our customers above everything else."
"One of my favorite aspects of this role is that my work is helping small business owners achieve their business goals by solving complex financial problems. It's gratifying to know that the work that I'm doing directly impacts consumers and makes their lives easier so that they can focus their energy on growing their business."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
Hear from our employees
Conrad De Peuter
Senior Data Scientist - Machine Learning Futures Group
Conrad leverages tools like natural language processing and machine learning to help tax analysts and small business owners use TurboTax and QuickBooks more efficiently. For Conrad, Intuit is a great place to learn, grow, and take full ownership of your career path.
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