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Principal, Business Operations

Category Program Management & Business Operations Location San Diego, California Job ID 2024-67146

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Company Overview

Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.

Job Overview

We are seeking a strategic and operationally-focused Principal, Business Operations to support the Service Delivery organization within Intuit’s Expert Network. In this role, you will act as a key partner and advisor to Service Delivery leadership, driving the alignment and execution of strategies that ensure high-quality, scalable service for our customers. You will lead efforts to streamline operations, monitor performance, and foster cross-functional coordination, all with a goal of enabling the Service Delivery team to meet and exceed its objectives.

Responsibilities

Operating Rhythm and Process Optimization: Establish and maintain an effective operational rhythm across the organization and with outsourced partners, designing and refining scalable processes to drive accountability, consistency, and performance.
Strategic Planning & Execution Support: Partner with Service Delivery leadership to translate strategic goals into actionable plans. Setup governance and align work across organizations to ensure smooth execution in lockstep with dependent teams and broader Customer Success priorities. Drive and curate updates (slides / written narratives) to SLT articulating the strategy and progress updates.
Performance Management: Define and track key performance metrics to assess the health of the Service Delivery organization. Use data insights to drive improvements and present findings to leadership to support informed decision-making and improvement plans, both within the organization and outsourced partners.
Cross-Functional Coordination: Act as a liaison between Service Delivery and other functions across Customer Success, Product Management, Finance, and HR to ensure alignment on priorities and joint initiatives to achieve shared goals.
Transformation Initiatives: Hands-on manage high impact transformation initiatives that improve our effectiveness as an organization.

Qualifications

Experience: 8+ years in business operations, strategy, or a related field. Proven experience supporting executive leadership and optimizing operational efficiency.
Operational Expertise: Skilled in developing and refining processes and operational rhythms that ensure accountability and drive business performance.
Analytical & Problem-Solving Skills: Strong ability to interpret data and drive decisions based on insights.
Customer-Centric Mindset: Committed to enhancing customer experience through efficient, high-quality service delivery.
Collaboration Skills: Exceptional communication and interpersonal skills, with experience building cross-functional relationships and influencing without authority.
Business Communication & Storytelling: Able to synthesize insights and activity from complex areas into strategic narratives (written documents and slides) for C-level audiences.

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Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is Southern California $185,000-250,000. 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.