Group Manager, Vendor Partner Management

Job Overview

Join our Customer Success organization as a Group Manager of Vendor Partner Management, leading a portfolio of external partners responsible for delivering world-class support experiences for our high-value customers. You’ll play a pivotal role in scaling service delivery through a growing vendor network while championing performance, innovation, and operational excellence.

This is a critical leadership role at the center of our service transformation, focused on optimizing how we deliver expert-driven customer experiences across multiple channels and geographies. As we evolve our approach to Customer Success, this role will help shape how vendor operations contribute to customer loyalty, retention, and revenue growth.

You will lead a team responsible for driving performance across multiple strategic BPO/vendor relationships, with accountability for experience quality, efficiency, and alignment to our business goals. As a senior leader, you will set the strategic vision for partner operations, develop strong cross-functional relationships, and implement programs that scale support for our high-value customer segments.

Responsibilities

• Champion customer and expert experience excellence, driving vendor teams to deliver high-quality outcomes that resolve customer issues, drive satisfaction, and support business growth.
• Lead the operational performance of vendor-delivered support services, ensuring delivery on experience metrics, operational efficiency, and budget targets.
• Act as a strategic partner in evolving our service model and support footprint, especially for mid-market and complex customer segments.
• Design and implement scalable solutions that align partner capabilities with evolving customer expectations and product needs.
• Foster a culture of continuous improvement, working with internal and partner teams to identify and remove friction, experiment with new approaches, and enhance frontline capabilities.
• Drive end-to-end strategic alignment across product, sales, and customer success to support integrated customer and expert journeys.
• Partner with forecasting, demand, and analytics teams to enhance accuracy in planning and drive accountability to performance targets.
• Collaborate with Ops Strategy & Finance to develop and deliver on aligned operational and financial goals.
• Provide thought leadership on the strategic direction of the vendor partner ecosystem, shaping service delivery approaches and partner sourcing strategy.
• Establish and lead partner calibration and governance processes, ensuring consistency in quality, experience, and accountability across all vendors.
• Thrive in a high-change environment, leading with agility and embracing continuous evolution.
• Work closely with technology, automation, and enablement teams to bring platform-powered tools and AI to vendor operations, enhancing efficiency and support quality.
• Champion a culture of customer and expert advocacy, driving a mindset of excellence and ownership across the vendor partner ecosystem.
• Inspire, coach, and lead internal vendor management teams, fostering a culture of transparency, empowerment, and high performance.

Qualifications

• 10+ years of experience leading customer service delivery and vendor/BPO partnerships, with proven success in managing multi-site or global teams
• Track record of leading complex partner ecosystems, including performance management, escalation handling, and strategic relationship building
• Deep experience in high-value or premium support delivery, ideally in a fast-paced, customer-centric organization
• Strong people leadership with experience managing internal teams and influencing large (1,000+) external workforces
• Proven ability to operate cross-functionally, partnering with Product, Finance, Ops, and Tech teams to deliver integrated outcomes
• Expertise in developing and implementing customer journey improvements, operational playbooks, and scalable support solutions
• Strong analytical and business acumen, with the ability to build compelling business cases, forecast impact, and manage budgets
• Demonstrated ability to navigate ambiguity, drive change, and lead complex initiatives with urgency and clarity
• Excellent communication skills—verbal and written—with the ability to represent the team and strategy to senior leadership
• Bachelor’s degree required; MBA or relevant graduate degree preferred. Equivalent work experience will be considered.
• Experience with contact center platforms, outsourcing strategy, or CX technology (e.g., AI, RPA, knowledge tools) is a strong plus

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is: San Diego, CA - $182,000-$246,500

This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits).

Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing pay equity for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.