Principal Program Manager - Non-Technical

Job Overview

Intuit is transforming the industry with a suite of high-touch professional services powered by data-driven, technology-led operations and a distributed professional workforce. The Customer Success team is executing on key company-wide initiatives to help deliver against this vision and strategy and is a critical component of Intuit’s growth through the delivery of services. These services connect our customers with financial professionals across the globe in a distributed, two-sided network in our mission of “Powering Prosperity Around the World”.

As we grow and scale with speed, it is critical to ensure our highly complex system operates as efficiently and free from waste as possible to enable the experiences we desire for experts, customers, and our employees. To achieve this, we must create a culture of continuous improvement and operational excellence through Lean frameworks and efficient tech-led processes.

We are looking for a creative yet structured problem solver who is energized by trailblazing transformational programs to create a world class, operationally excellent culture that empowers employees to do the best work of their lives. As a leader of Program Management in the Customer Success Process Excellence organization, you will lead a small PMO team who will be spearheading the structure and processes that will unlock the Process Excellence team’s success in transforming the culture for front line employees through C-Level. You will work closely with business stakeholders, lean coaches and your PMO team to implement standard work, set up visual management systems, streamline flows, implement daily improvement (kaizen), and engage in end-to-end process optimization projects. You will also actively drive executive alignment through communication, KPI discussions and workshops.

This leader should have a strong background in program management, deep customer empathy, strong execution capabilities, a data-driven decision-making mindset and a track record of building strong business partnerships and alignment at executive through front line levels. If you are passionate about using your Program Management craft to drive cultural transformations, shape Intuit’s future, and unite cross functional teams to do the best work of their lives, we want to hear from you!

Responsibilities

• You drive complex programs fostering accountability in partnership with cross-functional groups such as Customer Success, Service Delivery, Operations, Product Management, and other functional partners.
• You run programs using best practices for initiating, planning, and executing intermediate-to-large scale cross-functional critical programs that empower teams to achieve successful outcomes.
• You anticipate risks and proactively manage these risks before they become blockers.
• You communicate updates across levels of the organization and escalate appropriately. You will communicate with directors and VP’s regularly.
• You drive your program teams toward the strategic goals; creating timelines and milestones, managing dependencies, and removing obstacles that stand between your teams and business success.
• You constructively drive for program management process improvements over time through efficiencies and/or automation.
• You lead with a clear vision, staying focused on the customer problem. You define success and galvanize the team around it. You align on and ruthlessly prioritize what’s most important.
• You drive winning results, allocating time and resources to what’s most important. You make fast, data-driven decisions and take extreme ownership for outcomes. 

Qualifications

• 5+ years of experience driving complex programs leveraging industry best practices around Operational and Process Excellence. 
• BA/BS degree highly desired, Program Management or PMP certification a plus.
• Experience with Agile Development Practices and Lean Continuous Improvement methodologies highly desired. Scrum Master certification a plus.
• Ability to kickstart multi-org complex programs and drive delivery of quality outcomes with speed.
• Ability to skillfully use data to drive challenging discussions, align disparate leaders on program outcomes and communicate program progress, outcomes and risks to senior leadership.
• Effective consultative and influencing approach to quickly earn the trust of program sponsors and key stakeholders; mobilize and motivate teams; set direction and approach; resolve conflict; deliver tough messages with grace; execute with limited information and ambiguity.
• Excellence in communication, execution, and coordination working across the organization to drive successful outcomes.
• Excellent balance of people, organizational, and technical skills, and can execute and deliver successfully in situations in a highly matrixed organization.
• Effective storyteller, presenter, negotiator, collaborator - regardless of organizational structure or hierarchy.
• Experience leading and growing employees and teams.
• Comfortable leading under new, ambiguous and/or changing conditions with proven problem solving and decision-making skills.
• Passionate about delivering for customers and experts to drive business success.
• Professional, team player with strong leadership and interpersonal skills.