Manager 3, Business Systems Analysis

Job Overview

Join Intuit's Customer Success organization as a BSA Group Manager within the highly talented Expert Network BSA team. This role offers end-to-end accountability for driving initiatives that build an AI-driven expert platform, ultimately helping customers solve their most significant financial challenges. You will be responsible for leading new innovations with a focus on high-quality execution.

As a "village leader," you will mobilize and rally teams across Customer Success and beyond to deliver new initiatives. Additionally, you will lead and develop a team of highly skilled Business Systems Analysts, fostering their growth and ensuring their collective impact. This includes overseeing the Business Process Reengineering (BPR) function within the team.

We are looking for leaders for whom operations is a towering strength, who have deep experience kicking off initiatives and landing them on the ground. You are an athlete who will wear many hats and work across teams to deliver tangible outcomes. You will engage senior leaders in highly matrixed organizations, consistently show a bias for action driving execution and above all, delivering delightful experiences to our experts, operators and customers. This role requires a tech-savvy professional with strong experience in AI and a track record of leveraging AI for improving efficiencies within BSA processes.

Responsibilities

• Drive Operational and Services Scaling Rigor: Champion an operational excellence mindset, leading the delivery of capabilities to enable new live service offerings. Drive operational efficiencies through process automation, re-engineering, and strategic analysis of business processes
• System Requirements & Solution Design: Identify and champion software system requirements, facilitate solution design, and develop/execute test plans to support product management.
• Cross-Functional Innovation & Leadership: Drive cross-functional readiness for operational support of innovations, adopting a startup mindset to pivot and solve emerging issues. Inspire and align teams to execute complex innovation plans, translating strategy into prioritized initiatives. Provide steady leadership amidst uncertainty and aggressive deadlines.
• Team Leadership & Development: Lead, mentor, and develop a team of Business Systems Analysts, fostering high performance and continuous learning.
• Roadmap Synchronization & Vision: Drive synchronization of offering and process roadmaps across multiple years, supporting leadership and business process owners in building a shared vision and plan for enterprise-wide solutions. Synthesize and prioritize requirements, assessing impact across core business processes to develop validation and shared vision for roadmaps.
• Customer-Centric System Solutions: Lead the development and execution of customer-centric system solutions, based on a deep understanding of customer behaviors, objectives, and trends. Drive the delivery of targeted, actionable experience recommendations that positively impact the business across the entire customer journey.
• Business Process Reengineering (BPR) Leadership: Lead and guide the BPR function, overseeing initiatives from planning to post-implementation, ensuring effective stakeholder management, team coordination, and risk mitigation. Support BPR leaders in process analysis, KPI tracking, and partnering with development and product management teams to deliver impactful systems capabilities.

Qualifications

• Strategic Systems Thinker: Facilitate the configuration and requirements of software application capabilities to achieve speed and scale. Possess a detailed understanding of system and process interconnections, including how people and platforms interact.
• Operational Excellence Leader: Deliver services and operations efficiently at large scale with speed, certainty, and security, demonstrating an operational excellence mindset.
• Experienced BSA Professional: Bring 5+ years of experience as a BSA leader in software development or operations within a technology-driven or rapidly evolving supply chain organization.
• SDLC and Business Analysis Expert: Demonstrate strong experience across all phases of the Software Development Life Cycle (SDLC) processes, coupled with robust business analysis skills (planning, feasibility assessments, requirements development, testing, problem-solving).
• Process Improvement Driver: Utilize advanced knowledge of business process redesign principles and techniques to drive process improvements and solutions across multiple enterprise areas.
• Data-Driven Innovator: Employ strong analytical skills to synthesize complex business requirements into scalable solutions aligned with organizational strategy. Proficiently use analytics tools to identify patterns, translate data into actionable insights, and leverage data to explore innovation and influence stakeholders.
• AI and GenAI Acumen: Possess experience with AI technologies for process improvement and efficiency gains in BSA processes. Possess advanced knowledge of GenAI technologies and their application to solve business problems, actively assessing technology and process trends for strategic alignment.
• Collaborative Influencer: Thrive in a matrix environment, demonstrating the ability to influence and cultivate strong partnerships at all levels.
• Essential Qualities: Exhibit maturity, high judgment, negotiation skills, analytical talent, and leadership.
• Education: Hold an undergraduate degree in computer science, information systems, engineering, or a business discipline. An MBA or advanced degree is preferred.
• Bonus Experience: Prior experience as a Business Process Reengineering Architect and/or Business Process Reengineering Program Manager is a plus.
• Strategic Leadership & Planning:
  • Define the overall strategic vision for business systems and capabilities within Customer Success, ensuring alignment with Intuit’s strategic goals.
  • Guide and empower a team of Principal BSAs and other BSAs in developing and executing long-term capability roadmaps.
  • Oversee the portfolio of business problems addressed by the team, ensuring solutions align with business priorities and strategic direction.
• Project & Program Oversight:
  • Provide oversight and guidance for system-related projects, from initial problem analysis and business case development through to detailed requirements, solution design, and deployment.
  • Ensure the team effectively gathers end-user feedback and integrates it into solution design and development.
  • Facilitate efficient execution, remove roadblocks, and ensure projects are delivered with urgency, quality, and business impact.
• Stakeholder Engagement & Communication:
  • Collaborate effectively with senior leadership, engineering, product management, design, analytics, and Customer Success business partners to align on strategies and gain buy-in for initiatives.
  • Ensure the team effectively translates complex technical concepts into clear business insights for various audiences.
  • Represent the team's work and progress in high-level discussions and presentations to senior leadership.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. 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 fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is: