Staff Business Operations Manager - Partnerships

Job Overview

We are the Expert Network Partnerships team, part of Expert Network Services within Intuit Customer Success. We are going through a major transformational journey. We have bold goals, obsessed with customer and expert experiences, move at incredible velocity and aspire to deliver major impact to our customers and experts in everything we do. Come join us and be part of our fun-filled and passionate team! We are looking for a bold and creative leader with a desire to deliver impactful outcomes. This position will own and lead multi-million dollar customer success partnership(s) as well as large scale strategic initiatives for TurboTax Product Support.

Responsibilities

• Lead multiple partner relationships and drive improvements in overall partner performance, consistency and rigor
• Partnering effectively with leaders at all levels of these external organizations to define goals, drive win-win solutions and build relationships based on shared goals and mutual respect
• Act as escalation point and voice of partner to remove roadblocks hindering partner’s ability to deliver for customers
• Identify and lead large scale strategic initiatives and process improvements to impact customer experience and business outcomes
• Working collaboratively with a wide array of internal cross-functional partners on the design, implementation, and delivery of strategic programs
• Displaying extreme ownership of all aspects of execution, diving into the details to ensure programs are set up for success end to end, establishing and running effective meetings, and problem solving creatively through any obstacles that arise
• Synthesizing and leveraging data to continuously measure success and understand improvement opportunities
• Championing change, creating and embracing novel solutions and supporting others in adopting them

Qualifications

• 8+ years of Customer Success Leadership experience
• Bachelor's degree or equivalent practical experience, MBA or focus in Business/Program Management
• Ability to adapt your style to a wide range of stakeholders and situations, and to changing business priorities and environments
• Outstanding business acumen with a customer obsession, who hits the sweet spot of being strategic and hands-on
• Data-driven with strong analytical skills, and the ability to quickly assess performance, identify opportunities, and implement solutions
• Demonstrated strong understanding of customer needs and integrates insights into offerings that delight our customers
• Demonstrated success driving large complex portfolios of programs involving cross-functional stakeholders
• 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 leader and subject matter expert
• Team player who is willing to jump in, quick to adapt, and loves to wear multiple hats
• Experience with any of the following is a plus:
• Contact center technology & platforms
• BPO, Partner Management & Sourcing
• Managing teams and/or developing people
• Prior experience working on Intuit initiatives