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Job Details

2020-16790 -

Principal, Intuit Expert Supply Strategy

Location(s): Remote
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Intuit is a mission-driven, global financial platform company that gives everyone the opportunity to prosper. With products like TurboTax, QuickBooks and Mint, we’re using technology to build solutions to challenging financial problems for millions of people around the world.

Overview

We are the Expert Supply Strategy & Partnerships Team as part of the Expert Network Services at Intuit Customer Success. Customer Success @ Intuit is going through a major transformational journey. We have bold goals, obsessed with customer and expert experiences, move at incredible velocity and aspire to deliver a major impact to our customers and experts in everything we do. Come join us and be part of our fun filled and passionate team that is innovating and breaking boundaries of how a distributed network of customer success experts are sourced and built, setting new benchmarks in the professional services industry! We are looking for a bold and creative problem solver with a passion to deliver impactful outcomes. This position will own and lead the expert sourcing & supply strategy, which includes experimentation and integration of various expert supply and sourcing models to enable a multi-billion dollar professional services strategy for Intuit customer success.

Strategic Context

The evolution of our strategy is to become an ‘AI-driven expert platform.’ Intuit will continue to drive our strategy success by delivering on our 5 company wide ‘Big Bet’ strategic initiatives. You can access more information on all 5 of Intuit’s ‘Big Bet’ initiatives here to learn more. Number 2 of the 5 ‘Big Bets’ is Connecting People To Experts (Big Bet #2) which requires Intuit to build out an innovative customer success expert network, at massive scale!

With this in mind, we are looking to fill a critical leadership role that will lead the design and delivery of an end to end (E2E) expert supply strategy for Intuit customer success.  The E2E strategy must not only deliver a strategic pipeline of experts to meet our multi-year growth demand, but must also do so in innovative ways that meet the future of how experts prefer to work.  The role will be an individual strategic leadership role initially, with potential to grow and expand as a people manager over time. This role will report to the Global Director of Customer Success Expert Supply Strategy & Partnerships.

What you'll bring

  • Demonstrated ability in driving large scale programs, consulting engagements and change management across large organizations
  • Strong analytical skills to drive and enable the organization, setting the direction for the expert supply strategy and related models with a data driven mindset
  • Capability to develop strategic frameworks that consider process improvements and financial impact in a growth environment; leverage best practices found in fields like economics, analytics, and finance
  • Proven ability to develop strategic frameworks involving multiple, diverse verticals
  • Technical aptitude to develop requirements and interface with Product teams
  • Experience developing and working in a metrics-driven environment with success in developing methods to achieve KPI expectations
  • Ability to lead a X-functional and global program teams, providing strategic direction to meet expectations by instilling accountability for quality and a sense of urgency
  • Ability to adapt to changing business priorities and environments
  • Self-motivated and directed
  • Passion for understanding customer needs and integrate insights into offerings that ‘Delight’ our customers
  • Proven, solid decision making process… balancing principles and data along with judgment
  • Demonstrated experience as a true self-starter that can quickly and independently assess business requirements and become a trusted and integral part of the leadership team
  • Demonstrated open and frequent communications at all levels of the organization with genuine empathy and commitment to the development needs of the organization
  • Experienced in influencing complex change in the organization by articulating a clear case for change and then gaining shared vision with employees through effective, frequent and timely communication

How you will lead

You will be responsible for building and executing an expert supply & sourcing strategy (from ideation to implementation) that delivers a competitive advantage to Intuit by creating a network of experts who choose Intuit as their preferred customer success servicing platform. Your strategic, analytical thinking & problem solving skills will contribute to breakthrough innovation and help integrate modernized and futuristic models of expert sourcing and supply streams into the Intuit expert network.

You will work cross-functionally with several stakeholders to innovate, integrate and implement an E2E expert supply strategy, building models and supply streams that will drive success for Intuit’s ‘Big Bet #2 - Connecting People to Experts’ across all customer success offerings and geographies. Additionally, your success in optimizing processes and feedback loops will create a healthy, sustainable and an effective talent supply strategy for Intuit.

  • Manage the E2E expert supply strategy across the sourcing & strategic lifecycle to build a scalable expert supply
  • Innovate and ideate new sourcing and supply models & channels for various expert needs across Intuit global customer success
  • Inspire and influence a large stakeholder ecosystem across Intuit, including Intuit’s CEO staff and other senior executive leaders to gain buy-in on the strategic roadmap for expert supply strategy
  • Integrate and implement new/emerging expert supply models in to the expert network ecosystem, in partnership with the required cross functional teams, inline with the various segment business models and requirements
  • Identify and onboard new and breakthrough partnerships with external organizations that can help accelerate the innovation and implementation of expert supply strategy
  • Establish and implement strategic processes and reporting to communicate expert supply health real time as well as provide projections for expert supply pipeline to Intuit executives and other key stakeholders
  • Be a thought leader and a consultant to Intuit customer success leadership team for various expert supply models and innovations
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"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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Conrad Intuit employee
"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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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."
Emily at work
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."
Troy at work
Troy Intuit employee
"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."
Photo of Natalie
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."
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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Heather Intuit employee
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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."
Troy at work
Troy Intuit employee
"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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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."
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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Chelsia Intuit employee
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Troy Intuit employee
"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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Carl Intuit employee
"I know that as a product manager at Intuit, my impact matters. Our products support millions of small businesses and individuals around the globe with their finances, delivering more money and fueling the success of real people."

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