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Senior Manager, Program Management Customer Success, Canada
Location(s): Toronto, CanadaCompany 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 is a mission-driven, global financial platform company that gives everyone the opportunity to prosper. We are using technology to build solutions to challenging financial problems for millions of people around the world.
The Customer Success team delivers award winning service and support experiences to small business owners and accountants using our products, including QuickBooks Online, QuickBooks Advanced, QuickBooks Online Accountant, and QuickBooks Payroll.
As a Senior Manager of our Customer Success Program Management team in Canada, you will be responsible for managing and implementing a portfolio of strategic projects and programs that will drive world class digital and human-led customer experiences that drive customer loyalty, retention and ecosystem growth. You will also be responsible for the change management of product feature releases, new products, partnerships, and marketing campaigns. You will power prosperity by managing change that drives frictionless customer experiences.
We are looking for a strong leader with a passion for program management and leading others to partner with stakeholders from across the business (Product, Marketing, Sales, Partnerships) to positively influence change by optimising customer touchpoints through carefully crafted human and digital experiences. You will be an advocate and influencer for effective change management across the business, and a role model of program, project, and change management to the team.
The role will be part of the Canada Customer Success leadership team, and report directly to the Head of Customer Success in Canada.
Responsibilities
Focus strategically
- Autonomy to work collaboratively with the leaders and stakeholders in your space to drive programs that deliver on the Intuit strategy, accelerating strategic business outcomes
- Understand and translate the strategy and vision of your organisation and help the team understand how their work accelerates the strategy
- Drive and provide data driven recommendations to prioritise, execute, monitor and communicate progress, trade-offs or decisions needed
Lead change
- Partner with leadership to create a culture where teams are recognised and encouraged through change
- Build trust across teams and generate broad support for the project/program
- Understand and support key changes and type of change (process, technology and organisation) being driven by the program and develop, execute and measure success
Enable scale
- Recommend and drive areas of improvement within your programs/portfolios and works with stakeholders to implement
- Participate in the improvement of project/program management craft and is viewed by peers as an expert
- Coach and mentor others in the business on program management fundamentals
Domain expertise
- Rapidly navigate new program areas, dive deep into subject areas and bring information back to the right level of granularity
- Drive domain specific discussions, leading experts in the field through active problem solving
Deliver programs
- Align with cross-functional partners on the highest priority initiatives and the outcomes the team will work to accelerate
- Drive and continually improve the project/program operating rhythm
- Develop high quality project plans, use data to assess progress to plan, use independent judgement to provide insights, and communicate progress and trends to stakeholders
- Identify risks and issues and present recommended response plans to stakeholders.
People Leadership
- Attract, coach, trust, and empower a diverse team to accelerate outcomes. Passionate about understanding the goals of team members, and providing them opportunities to grow and develop talent.
- Define team goals to drive for the highest impact (with effective communication of strategy, progress and decisions)
- Plan team staffing with clear roles and areas of accountability in service of organisational need
- Drive velocity by accelerating decision making, removing barriers and blockers through data and accountability
Qualifications
- Strong program management leadership experience, including 8+ years planning and leading medium-large sized programs or a portfolio
- Demonstrated ability to influence at the Group Manager and Director level within a matrixed environment across multiple organisations
- Demonstrated ability to take to extreme ownership of outcomes across a portfolio, build strong partnerships across teams, and drive for accountability across cross-functional partners
- Knowledge and experience with project/program framework best practices, tools, and techniques
- Strong technical acumen with expertise in software development approach, architecture, and lifecycle
- Ability to attract, coach, trust, and empower a diverse team to accelerate outcomes
- Certifications in project and change management, such as APM PMQ, and PMI PMP.
"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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