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Principal Program Manager, Customer Success - International Markets

Category Program Management & Business Operations Location Toronto, Canada; London, United Kingdom Job ID 2025-69484
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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

Intuit’s International Customer Success team is seeking a highly motivated and experienced Principal Program Manager (our highest level of an individual contributor) to lead complex projects and strategic initiatives.

The Program Manager will be responsible for ensuring the successful delivery of programmes within scope, budget, and timeline, while aligning with the overall business objectives. This role requires strong leadership, communication, and organisational skills, as well as the ability to effectively collaborate with cross-functional teams and stakeholders.

Please note that this a hybrid work model and will expect employees to be in-office in Toronto three (3) times per week.

Responsibilities

Program Planning and Strategy:

  • Define program scope, objectives, and deliverables in collaboration with both international and US stakeholders
  • Develop comprehensive program plans, including timelines, resource allocation, and risk management strategies
  • Align program goals with the overall strategic objectives of the organisation
  • Identify and manage interdependencies between projects within the programme

Program Execution and Monitoring:

  • Lead and motivate cross-functional project teams, ensuring clear roles and responsibilities
  • Facilitate regular program meetings and communication, providing status updates to stakeholders
  • Track progress against the programme plan, identifying and addressing potential roadblocks and risks
  • Manage program budgets and ensure adherence to financial targets
  • Monitor and control program scope, escalating changes as necessary

Stakeholder Management:

  • Build and maintain strong relationships with internal and external stakeholders
  • Communicate program status, risks, and issues effectively to all relevant parties
  • Manage stakeholder expectations and ensure alignment throughout the programme lifecycle
  • Facilitate conflict resolution and problem-solving among stakeholders

Risk and Issue Management:

  • Identify potential risks and issues that may impact programme delivery
  • Develop and implement mitigation plans to minimise the impact of risks
  • Track and manage program issues, ensuring timely resolution
  • Escalate critical risks and issues to senior management as appropriate

Performance Measurement and Reporting:

  • Define key performance indicators (KPIs) to measure program success
  • Collect and analyse program data to track progress and identify areas for improvement
  • Prepare regular program status reports for stakeholders and senior management
  • Conduct post-program reviews to identify lessons learned and best practices

Process Improvement:

  • Identify opportunities to improve program management methodologies and processes
  • Contribute to the development and implementation of program management standards and tools
  • Promote a culture of continuous improvement within the program team

Qualifications

  • Bachelor's degree in a relevant field (eg, Business Administration, Engineering, Computer Science)
  • Proven experience (typically 8+ years) in program management, driving complex projects and initiatives
  • Strong understanding of project management methodologies (eg, Prince2, Agile, Waterfall)
  • Excellent leadership, communication (written and verbal), and interpersonal skills
  • Strong problem-solving and analytical abilities
  • Ability to effectively manage and influence cross-functional teams
  • Proficiency in project management software and tools
  • Ability to work independently and manage multiple priorities in a fast-paced environment
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