Senior Program Manager, Customer Success

Job Overview

Come join Intuit as a Senior Program Manager on the Business Operations team within the Global Business Solutions Group (GBSG) Customer Success organization. We are looking for a strategic and creative program manager that can help shape the GBSG Customer Success strategy, drive organizational alignment and enable growth by bringing operational rigor to our most strategic, transformational programs. The GBSG Customer Success Business Operations team partners with executive leadership and teams across the company to drive planning processes, ensure successful execution of top priorities, and manage special projects critical to Intuit’s long-term growth plans. In this newly formed role, you will operate in a fast-paced environment, managing cross-functional initiatives and deploying

high-impact, strategic programs. This is an exciting time to join this team as we revolutionize the way small businesses run their business and deliver on our mission of “powering prosperity around the world.”

Responsibilities

• Drive, own and communicate the program strategy on behalf of the VP sponsor, including tying the business unit, portfolio and program strategy together. Use influence to help teams understand how the program fits into the overall
• Prioritize initiatives within the program and surface risks and trade-offs as well as recommendations to the stakeholders.
• Breakdown and organize the program into manageable pieces that can be delegated or individually owned.
• Lead cross-functional dependency management for the end-to-end program, across all workstreams.
• Use data, principles and risk mitigation to assess progress to
• Drive the status and reporting structure to wide-ranging audiences, in a manner that is consistent with both input goal best practices and the needs of the program, ensuring everyone is well-versed in the strategy, plans to execute, and status across all functions
• Develop decision-making principles, make recommendations on resolution paths, and lead discussions with senior stakeholders to address program performance

Qualifications

• 5+ years of experience driving complex programs leveraging industry best practices and leading well-defined SaaS initiatives
• Ability to kickstart multi-org complex programs and drive delivery of quality outcomes with speed
• Ability to skillfully use data to drive challenging discussions, align disparate leaders on program outcomes and communicate program progress, outcomes and risks to senior leadership
• Effective consultative and influencing approach to quickly earn the trust of program sponsors and key stakeholders; mobilize and motivate teams; set direction and approach; resolve conflict; deliver tough messages with grace; execute with limited information and ambiguity
• Ability to operate and think at both a “10,000 foot” strategy level (e.g. framing and conducting analysis to recommend changes to our long-term goals) and closer to the ground (e.g. recommendations to improve quarterly performance against an operational metric, and follow through with execution)
• Strong verbal and written communication skills; experience with communicating effectively and concisely through multiple channels to all levels of an organization, from senior executives to front-line managers
• Ability to manage conflicting stakeholder interests, develop strong relationships, and influence stakeholders at all levels in a cross-functional environment
• Passionate about delivering for customers and experts to drive business success
• Undergraduate degree required or equivalent work experience