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Director Product Management, Service Delivery
Location(s): Mountain View, CaliforniaCompany Overview
Intuit is a global technology platform that helps consumers and small businesses overcome their most important financial challenges. Serving more than 100 million customers worldwide, 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
One of Intuit’s Key Big Bets is connecting people to experts and online payroll continues to be at the forefront of this critical work. In 2019, QuickBooks Online Payroll embarked on a bold vision to move away from “Do it yourself” payroll products by launching a new suite of payroll services that were 100% full service. Since then our teams have worked diligently to deliver on this full service promise through innovations in both our products and services. As our business has grown, it became clear that we need to expand our focus beyond the online product experiences to intentionally designing and building end to end customer experiences that seamlessly integrate the online and offline components. To achieve our vision, the business needs a strong, dedicated product management leader who is experienced with building service based customer experiences.
As the director of product for QuickBooks Payroll Service Delivery, you will lead this charge with your team by building customer experiences that bridge the gap between the online experience and their interactions with our assisted service delivery teams. To be successful, you will develop strong partnerships with the leaders across QuickBooks Customer Success, Onboarding and Tax Operations and cultivate your influence with those teams.
Qualifications
- Leadership experience: demonstrated success in a large, complex, global organization and possess the ability to effectively communicate and influence across organizational lines (Care, sales, marketing, channel and product organizations).
- Bold and strategic thinking: develop new strategies, take big steps to solve big customer problems, and think beyond what is accepted as possible to create a vision that inspires.
- Ability to write and tell compelling, clear stories at all levels of the organization with a confident presence: be a strong communicator who can clearly articulate their vision and execution plan, and inspire teams across QuickBooks to invest in this vision.
- Understand the challenges faced by small and medium-sized business (“SMB”): have a passionfor helping consumers, small businesses, and the self-employed improve their financial lives. Alternatively, have a proven ability to learn fast and understand dynamics and apply insights/learn from prior experiences.
- 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.
Responsibilities
- Conceptualize and drive service delivery vision and strategy across Payroll, Time and Care that creates a cohesive and delightful E2E experience, blurring the lines between our digital and service experience. Partner closely with operations to design, execute, measure and iterate on performance, and deliver world class service levels.
- Drive a 3 year vision and subsequent roadmap for service delivery experience in partnership with broader team
- Determine how to measure and track success. Hone KPIs across customer satisfaction, expert satisfaction / efficiency, and LTV, including appropriate metrics for performance incentives. Develop an initial POV then further define them with broader team in Care and Ops.
- Complete gap analysis and create roadmap including innovations, optimizations and foundational features (including gap analysis)
- Ensure alignment on operational infrastructure and resourcing to deliver against the roadmap.
- Grow a team of PMs who can successfully design and deliver customer experiences across the product experiences and the services experiences seamlessly.
- Identify, design, experiment and iterate on initiatives leveraging usability testing, behavioral customer data, and market research.
- In partnership with cross functional teams, maintain an accurate blueprint of the product/service experience across the customer experience, expert experience, systems, tools and operations, leveraging data to highlight strengths and opportunities at every stage of the experience.
- In partnership with the customer success leadership, develop a definition of how the service will be assessed on accuracy, and adherence to standards at every step in the experience map.
"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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