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Staff Business Operations Manager - Partner Manager
Location(s): San Diego, California; Atlanta, GeorgiaCompany 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 the Expert Supply, Partnerships and Advocacy team: a part of the Expert Network Services within Intuit Customer Success. We have bold goals, are obsessed with customers and expert experience, move at incredible velocity and aspire to deliver major impact to our customers and experts in everything we do. Come join us as the leader of ICS Partnerships and be part of our fun-filled and passionate team! We are looking for a bold and creative problem solver with a desire to deliver impactful outcomes.
Qualifications
- 8-10 Year of experience in delivery and working with outsourcers
- Outstanding business acumen with a customer obsession, who hits the sweet spot of being strategic and hands-on
- Demonstrated strong understanding of customer needs and integrates 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
- Demonstrate open and frequent communications at all levels of the organization with genuine empathy and commitment to the development needs of the organization
- Energize the organization to drive continuous improvement and explore and implement creative ideas to significantly improve performance
- Lead 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
The ideal candidate for the role:
- Puts customers first. No matter what!
- Is a leader that lives the Intuit values EVERY moment and believes that “What” we achieve is important but “How” we achieve it is more important
- Is not afraid to fail and believes that rapid experimentation is the only way to validate any hypothesis
- Has the ability to influence and drive change at all levels of the organization
- Utilizes escalation as an effective tool in a timely manner to eliminate barriers that stand in the way of delivering for our true north stakeholders
- Understands the difference between “influencing” and “persuading” and is experienced in leveraging both based on the situation
- Measures self-success and team’s success by way of outcomes and not activities
- Challenges the status quo in the world of sourcing and partner management and is a change agent driving major organizational transformation with velocity
- Is experienced in delivering outcomes at scale by leading programs end to end (Ideation to Execution)
- Possesses strategic & analytical thinking and execution rigor as primary strengths
Responsibilities
- Lead and develop a high performing, highly engaged team empowered to deliver delightful customer experiences and business outcomes
- Partner with segment leaders across customer success teams and Intuit platform functions to execute on the multi-year outsourcing strategy for Intuit Customer Success
- Lead multiple partner delivery relationships and drive improvements in overall partner performance, consistency, and rigor
- Identify and lead large scale strategic initiatives and process improvements to impact customer and expert experiences and business outcomes
- Represent partner needs and advocate for internal process changes, working with the respective internal functional teams
- Develop and execute on a partner and footprint strategy for Intuit Customer Success with a focus on building the workforce of the future
- Act as a strategic partner to design teams, Learning & Development, Operations, and other internal stakeholders to create trusted relationships with our external partners
- Bring-in external best practices, industry learnings and trends to inform our partner strategy, relationships and how we execute
- Create and conduct supplier assessments and development plans including supplier evaluation processes, quarterly and annual business reviews, and relationship scorecards
- Drive ongoing assessment of site/partner performance, lines of business and global expansion based on partner strategy and roadmap
- Act as escalation point and voice of partner to remove roadblocks hindering partner’s ability to deliver for customers
"When I encounter a technical problem, I feel driven to find a solution that is simple, human, and easy to understand."
"It’s important to always strive for improvement, even if you’re already in a good place."
"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."
"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."
"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."
"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."
"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."
"Designing at Intuit feels special because we're not just making things to make things. We're tackling real, consequential financial problems voiced by small businesses, self-employed, and individuals around the world. I'm grateful to have such a worthy and motivating mission when I go to work – powering prosperity around the world."
"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."
"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."
"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."
"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."
"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."
"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."
"By feeding our customers' data through machine learning algorithms, we uncover valuable insights that empower millions of customers to feel more confident about their financial future."
"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."
"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."
"We use the latest Native frameworks for iOS and Android to deliver a truly delightful mobile-first experience for our customers. I love that we're enabling millions of customers to improve their financial health, all under a world-class mobile experience."
"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."
"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."
"It's a great feeling knowing that when you push out a new feature or fix, our customers notice it and really love the work that we do! Here at Intuit, not only do we have the freedom to work with the newest technologies, but we value solving challenging financial problems for our customers above everything else."
"One of my favorite aspects of this role is that my work is helping small business owners achieve their business goals by solving complex financial problems. It's gratifying to know that the work that I'm doing directly impacts consumers and makes their lives easier so that they can focus their energy on growing their business."
"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."
Hear from our employees
Conrad De Peuter
Senior Data Scientist - Machine Learning Futures Group
Conrad leverages tools like natural language processing and machine learning to help tax analysts and small business owners use TurboTax and QuickBooks more efficiently. For Conrad, Intuit is a great place to learn, grow, and take full ownership of your career path.
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