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Staff Business Operations Manager - Partnerships
Location(s): Atlanta, GeorgiaCompany 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
We are the Expert Network Partnerships team, part of Expert Network Services within Intuit Customer Success. We are going through a major transformational journey. We have bold goals, obsessed with customer and expert experiences, move at incredible velocity and aspire to deliver major impact to our customers and experts in everything we do. Come join us and be part of our fun-filled and passionate team! We are looking for a bold and creative leader with a desire to deliver impactful outcomes. This position will own and lead multi-million dollar customer success partnership(s) as well as large scale strategic initiatives for TurboTax Product Support.
Responsibilities
- Lead multiple partner relationships and drive improvements in overall partner performance, consistency and rigor
- Partnering effectively with leaders at all levels of these external organizations to define goals, drive win-win solutions and build relationships based on shared goals and mutual respect
- Act as escalation point and voice of partner to remove roadblocks hindering partner’s ability to deliver for customers
- Identify and lead large scale strategic initiatives and process improvements to impact customer experience and business outcomes
- Working collaboratively with a wide array of internal cross-functional partners on the design, implementation, and delivery of strategic programs
- Displaying extreme ownership of all aspects of execution, diving into the details to ensure programs are set up for success end to end, establishing and running effective meetings, and problem solving creatively through any obstacles that arise
- Synthesizing and leveraging data to continuously measure success and understand improvement opportunities
- Championing change, creating and embracing novel solutions and supporting others in adopting them
Qualifications
- 8+ years of Customer Success Leadership experience
- Bachelor's degree or equivalent practical experience, MBA or focus in Business/Program Management
- Ability to adapt your style to a wide range of stakeholders and situations, and to changing business priorities and environments
- Outstanding business acumen with a customer obsession, who hits the sweet spot of being strategic and hands-on
- Data-driven with strong analytical skills, and the ability to quickly assess performance, identify opportunities, and implement solutions
- Demonstrated strong understanding of customer needs and integrates insights into offerings that delight our customers
- Demonstrated success driving large complex portfolios of programs involving cross-functional stakeholders
- Proven, solid decision-making process… balancing principles and data along with judgment
- Demonstrated experience as a true self-starter that can quickly and independently assess business requirements and become a trusted leader and subject matter expert
- Team player who is willing to jump in, quick to adapt, and loves to wear multiple hats
- Experience with any of the following is a plus:
- Contact center technology & platforms
- BPO, Partner Management & Sourcing
- Managing teams and/or developing people
- Prior experience working on Intuit initiatives
Gleb
Intuit employee
"When I encounter a technical problem, I feel driven to find a solution that is simple, human, and easy to understand."
Morag
Intuit employee
"It’s important to always strive for improvement, even if you’re already in a good place."
Alexandria
Intuit employee
"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."
Emily
Intuit employee
"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."
Troy
Intuit employee
"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."
Natalie
Intuit employee
"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."
Conrad
Intuit employee
"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."
Joylyn
Intuit employee
"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."
Conrad
Intuit employee
"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."
Alexandria
Intuit employee
"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."
Emily
Intuit employee
"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."
Troy
Intuit employee
"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."
Natalie
Intuit employee
"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."
Emily
Intuit employee
"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."
Heather
Intuit employee
"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."
Alexandria
Intuit employee
"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."
Troy
Intuit employee
"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."
Jake
Intuit employee
"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."
Alexandria
Intuit employee
"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."
Emily
Intuit employee
"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."
Breaunna
Intuit employee
"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."
Chelsia
Intuit employee
"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."
Troy
Intuit employee
"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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