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Staff Product Manager: Virtual Expert Platform, Connect Team

Category Product Management Location Mountain View, California Job ID 19625
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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

At Intuit, our mission is to Power Prosperity Around the World. We do this by creating unique products that deliver exceptional customer value. With iconic brands such as TurboTax, QuickBooks, Credit Karma, and Mailchimp, Intuit serves more than 100 million customers globally.

The Virtual Expert Platform (VEP) team sits at the center of how Intuit connects customers to trusted guidance—through Human Intelligence (HI), AI-powered experiences, and deeply integrated AI + HI workflows. VEP powers a multi-billion-dollar Services business (including QuickBooks Live and TurboTax Live), enhances Customer Success by combining AI with human expertise, and enables Sales and Growth motions by connecting prospects and customers to the right expertise at the right time.

VEP delivers configurable, reusable platform capabilities that connect customers and small- and mid-market businesses to many forms of expertise—ranging from self-help and AI-assisted experiences to live, real-time expert engagement—across all Intuit products. This VEP team manages the capabilities that determine the best way to route a customer to the right expert and expertise and builds and manages various capabilities that support this experience end to end. We are seeking an exceptional platform product manager who brings deep technical experience in building and scaling mission-critical platforms. The ideal candidate is a strategic thinker with strong technical acumen with a track record of delivering enterprise-grade platforms that unlock customer and business value.


Responsibilities

Responsibilites

Craft a platform product strategy in collaboration with the product development (PD), and architecture teams starting from customer requirements and understanding business goals.

Build a short and long term platform vision and roadmap in collaboration with Architecture, PD, and partner team stakeholders.

Manage the product management process from backlog grooming, roadmapping, including initiative and feature prioritization, in collaboration with colleagues from engineering and architecture. Drive the roadmap and execution from MVP to significant scale.

Manage upstream and downstream dependency requests and timelines.

Create product requirement documents based on the strategy, dependencies, long-term vision and customer needs and review and refine it with the architecture and PD team.

Drive technology and functional maturity of reusable platform components.

Communicate and coordinate with the program management team.

Work closely with architects and engineers to design secure and high-scale solutions that are easy for internal teams to integrate and deploy.

Adopt a data driven approach in defining success metrics, prioritizing requirements, and communicating plan, progress and success.

Partner with program management to nail project execution and delivery by managing dependencies and plans across different services and teams.

Spend time with platform end-users to understand their pain points, gather insights on how we can solve big customer problems in a delightful way.


Qualifications

Qualifications

Bachelor's degree in Engineering, Computer Science, or related field.

5+ years of experience in product management or related field.

Deep understanding of product management processes.

Strong written and verbal communication skills.

Track record and prior experience working in platform PM roles, and in delivering platform capabilities that serve enterprise needs.

Proven experience in defining big visions and inspiring teams to deliver new innovations and impactful products, specifically to transform complex, manual processes into automated, self-service platforms.

Demonstrable technical depth in SaaS software development, build/release pipelines, and testing automation strategies. Must have experience with strong engagement with engineering and architecture teams.

A data-curious approach to defining success metrics, prioritizing requirements, and establishing quantitative baselines for process improvements.

AI competency and experience using AI in workflow or process automations.

Track record of working closely with customers and experience working closely with end-users (customers, experts and operators) to understand their pain points.

Excellent collaboration skills and a proven ability to lead execution across teams and influence across organizations. 

Domain knowledge in routing technologies, experience in AWS Connect, Twilio and other contact center technologies preferred though not mandatory.


Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may 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: 

Southern California $ 169,000- 229,000



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