Manager 2, Business Operations

Job Overview

Come join Intuit as a Senior Business Operations Manager within the Customer Success team, supporting the ProTax Group business unit. You will be a key thought partner and accountable leader to drive the development and execution of strategic initiatives that will drive business growth and operational efficiency. This role serves as a strategic partner to the Directors of PTG Customer Success and Expert Network platform leadership team, to drive alignment, optimize operational efficiency, and ensure smooth execution and delivery of key initiatives.

This role will work closely with cross-functional teams within PTG and across the ecosystem to align business objectives, streamline processes and operating mechanisms, and implement best practices across the organization. The ideal candidate will have a strong background in strategic planning, operational management, project execution and people management in a fast-paced business environment.   

Responsibilities

• Strategic Partner to the Director of Customer Success: Serve as a trusted advisor, helping to shape and execute the CS 3 and 1-year strategy by managing key priorities and ensuring alignment across the team.
• Leadership Support: Assist the CS leadership team with prioritization, decision-making, and resource allocation. Ensure teams are focusing on high-impact initiatives that align with the broader business objectives.
• Strategic Planning & Execution: Lead the development of 3 and 1-year strategies aligned with both PTG and Expert Network ecosystem organizational goals. Drive strategic initiatives and ensure they are successfully implemented across the business units.
• Operational Excellence: Identify areas of operational inefficiency and develop initiatives to streamline processes and accelerate velocity with impact. Oversee and optimize both strategic and day-to-day Run the Business operations within the Customer Success org to ensure effective execution.
• Cross-Functional Collaboration: collaborate horizontally with functional areas (sales, marketing, product, data analytics, finance, etc) and vertically with Expert Network platform team to ensure alignment with company-wide objectives and seamless execution of strategies.
• Data-Driven Decision Making: accelerate data driven insights and decision making that enable identifying opportunities to improve customer experiences, reducing cost to serve, helping prioritize opportunities, and measuring the success of strategic initiatives
• Business Intelligence: Lead a data team that manages Customer Experience (CX) insights and data infrastructure, reporting, and analytics supporting the performance of PTG Customer Success Assisted and Digital experiences.
• Use data analytics and performance metrics to inform business decisions, measure the success of strategic initiatives, and adjust approaches as necessary.
• Program Management: Oversee the planning, execution, and tracking of key programs, ensuring milestones are met, resources are optimized, and objectives are achieved on time.
• Leadership & Mentorship: Provide leadership, coaching, and guidance to the team members, fostering a culture of continuous improvement and innovation.
• Stakeholder Management: Develop and maintain relationships with key internal and external stakeholders to ensure buy-in and support for strategic initiatives.

Qualifications

• Bachelor’s degree in business, Strategy, Operations, or a related field. Equivalent experience will be considered.
• 5+ years of experience in strategy, operations, or management consulting, with at least 2 years in a senior management role.
• Proven track record of developing and implementing successful business strategies.
• Strong analytical skills with the ability to leverage data to drive decision-making and storytelling.
• Strong verbal and written communication skills; experience with communicating concisely to an executive audience
• Experience with project management tools and methodologies (e.g., Agile, Lean, Six Sigma).
• Ability to work cross-functionally, manage conflicting stakeholder interests, develop strong relationships, and influence stakeholders at all levels of the organization
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.