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Job Details
2022-37307 -

Group Product Manager - Global Offering Standards & Operations, QuickBooks Live

Location(s): Remote
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Company 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

The Business

Intuit is a $7.7B business serving 50M customers worldwide. Over half of our revenue is driven by the rapidly growing Small Business and Self-Employed business unit, within which our QuickBooks Online (QBO) business grew 38% last year.

Our mission at QuickBooks is to help small businesses prosper. Our top priority to do this is to connect people to experts, coupling our world-class accounting software subscription with the help of experts. 

Overview

Join the highly talented QuickBooks Live team as the Global Offering Standards & Operations Leader, responsible for establishing standards and designing the service experience for our existing and emerging Expert services offerings. You’ll lead a team of highly innovative, highly ambitious accounting experts, service experience managers and designers to define how we will deliver benefits to customers through our offering, measure how effectively we do so and identify and address top areas for improvement with a cross-functional team of analysts, service delivery and product leaders. We are seeking an exceptional Senior Product Manager who thrives on changing the status quo, building new products, and leading high performing product teams with a strong missionary culture. This Group Product Manager will lead the product team focused on Quickbooks Live Expert Standards. You will lead a cross functional team of operational leaders, designers, and Intuit Capability Product Teams to improve service experiences that enable QuickBooks Live Bookkeeping Experts to manage their work at scale, which includes delivering service consistency. 

This role is directly accountable for:

  • (1) implementing a culture of continuous improvement and roadmap for QBL on standards adherence to deliver service consistently at scale
  • (2) establishing and defining service levels of how customers will experience it including the processes and priorities experts will follow to deliver value and
  • (3) optimizing the processes, standards and experience in partnership with the product, planning and expert teams in service to growing value to customers and address opportunity areas.  

We are looking for structured, analytical leaders for whom operations is a towering strength, who can land difficult recommendations with senior leaders in highly matrixed organizations, consistently show a bias for action and above all, delight in serving our customers. 

Qualifications

What you will bring . . .

  • 2-3 years of people management experience
  • Experience running or working with service organizations for technology powered human assisted experiences
  • Have a passion to seek a deep understanding of customer needs and turn that insight into a compelling vision and drivers to create solutions that solve important jobs for small businesses
  • 10+ years of experience identifying and addressing key barriers to growth in an environment with high levels of both ambiguity and visibility
  • 5+ years of experience in operations within a fast-moving technology-driven organization
  • Track record of aligning disparate teams around a common cause, and effecting transformational change
  • Demonstrated ability to work in a matrix environment and ability to both influence and develop strong partnerships at all levels
  • Excellent communication skills, including business writing and presentations
  • Maturity, high judgment, negotiation skills, ability to influence, analytical talent and leadership are essential to success in this role
  • Undergraduate degree in a business, technical, or science discipline required; MBA or advanced degree preferred
  •  

 

Responsibilities

How you will lead . . .

  • Define how to measure success at every step of the experience and work with product and analytics teams to implement
  • Leverage data, customer and expert interviews to identify areas of opportunity. Constantly have a perspective on the top areas we should be focusing on to optimize the customer experience within our cost envelope
  • Own the roadmap for standards implementation and continuous improve for Quickbooks Live services
  • Deliver product service requirements, including but not limited to adherence to business policy and setting appropriate service levels by experience and offering
  • Manage communications with internal customers and leaders, including but not limited to service delivery partners and customer success organization
  • Partner and collaborate with engineering teams to design, build and launch continuous improvement initiatives to drive world class service products
  • Provide steady leadership in the face of uncertainty, change, and aggressive deadlines common to a rapidly growing company with an evolving business model
  • Drive cultural change across the organization to deliver next generation of QuickBooks offerings

 

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"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."
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"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."
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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."
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"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."
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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."
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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."
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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."
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"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."
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"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 at work
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."
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"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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