Director of Product Management, Mid-Market Customer Delight & Retention

Job Overview

Intuit’s Global Business Solutions Group (GBSG) has a vision to be the leading provider of integrated business tools and expert services for small businesses sized 10-100 employees (small business mid-market segment), with solutions that can be customized for unique business needs at every stage of the business lifecycle. We deliver a completely connected solution that consists of QuickBooks Online Accounting products, QuickBooks Workforce Solutions including Online Payroll and Time, QuickBooks Online Payments and Bill Pay, Mailchimp, and deep integrations with 3P apps - at a disruptive price and packaged and serviced as a flexible unified solution.  Our offerings provide businesses comfort and security: expert help is always available, their employees have the tools to get their jobs done easily and efficiently, and they can remain in our ecosystem as they grow.

As we expand our offerings to both QB Advanced and the new Intuit Enterprise Suite and we transform this team from being product-focused to being customer audience-focused, we need to quickly grow our product management leadership to address existing gaps in our product operations across the MM audience,  deliver on our Mid Market ecosystem promise of “better together”, deliver against the new expectations of these enterprise-like customers and accelerate our product strategies in industry verticals, global and accountants. This new product leadership role will lead to critical customer impacts in the areas of customer delight and retention for our high-end offerings of QB Advanced and Intuit Enterprise Suite across our ecosystem.

Responsibilities

The Role: This new Product Leadership role aims to build ecosystem product programs that improve MM customer-facing quality and delight. The role is specifically focused on improving the PRS score of for our MM customers including significant process improvements in the following areas 1/ Customer facing release management satisfaction ProdOps 2/High-quality, consistent product delivery ProdEx 3/End-to-end seamless flows across our ecosystem Better Together

Core Role Accountabilities: Within the 3-and-1-year plan, this role is accountable for:

• Defining our MM Ecosystem promise  and creating  a cross-functional, cross-ecosystem program that delivers on that promise, including key outcome metrics such as achieving Customer Effort Score of 60+ for the top 10 end-to-end ecosystem flows
• Implementing ProdEx practices across our MM audience product organization, setting goals, and tracking progress to achieve PRS MM score of 50 (MM, Adv and IES)
• Designing and executing a new customer-facing release management strategy that addresses the key pain points for customers while ensuring we can develop and test with high velocity as measured by % of detractors citing “too many changes” as their reason for detracting.

Qualifications

Domain:

• The ideal candidate has 8+ years of product management experience in Financial Management Software (FMS), Payments or Human Capital Management (HCM)
• The candidate has experience building for small business mid-market customers at a company with an ecosystem of products and services
• Proven track record of successfully championing trajectory-changing business shifts for organizations, including commercial and product innovation that translates to revenue and customer growth.
• Experience in building and executing a clear, crisp, durable 3-year product strategy

Functional:

• Exceptional at prioritization and decision-making -- narrowing to the critical few
• Experience managing a complex portfolio of products with both 0-1 offerings and existing at-scale offerings.
• Effective at working cross-functionally in a large matrix-style organization to ensure teams can move with speed and maximum impact.
• Ability to create operational rigor across their organization to ensure decisions are data-backed and supported by research.

Leadership and managerial:

• Exceptional ability to influence beyond their direct team to the portfolio level, company, and executive leadership level, including cross-functional partners and potential stakeholders.
• Experience managing teams that cover more than one primary offering. Has demonstrated they can lead a team of product leaders at the level who manage other leaders.
• Experience successfully attracting and retaining top talent globally, including experience managing teams across multiple global locations.
• Ability to earn trust and respect from senior leaders, peers and functional partners: inspire confidence in the plan and progress, and with a propensity for end-to-end excellence.
• Have the ability to develop a strong point of view combined with the openness to evolving that view based on new data and feedback.
• Grace (and tendency to thrive) under pressure: possess an ability to help and protect cross-functional leadership teams and have courage of conviction to achieve plans and visions.
• Proven ability to solve complex problems: have the ability to drive to solutions from an abstract, both at a high-level, as well as from deep in the details.
• A customer obsession: gain deep customer insights and translate them into strong business results.
• Data-driven analytic and decision-making skills: think methodically and present and influence logically.
• Boundaryless leadership: employ a balanced approach to inquiry and advocacy with teams and leaders.
• A growth mindset: demonstrate a track record of coaching and developing team members to continuously learn, grow and develop new capabilities.

Cultural fit:

• Deeply driven by measurable customer impact
• Exceptional Strategic Thinker
• Growth Mindset who embraces change
• Bold thinker willing to take risk
• Dynamic organizational culture leader