Overview

Come join the Intuit Customer Success team in TurboTax Live where you will play an integral role in scaling services that serve millions of customers every year while being at the forefront of driving company growth. We are looking for a driven, results-oriented leader with deep program management and Business Operations experience, helping to drive strategic cross-functional programs and build an operating system that fuels growth in our segment. This role will partner across the business to deliver world class program management and also drive standardization and innovation within the TurboTax Live Service Delivery teams.

This role will have extreme ownership for outcomes and drive clarity of strategy across multi-layered and large cross-functional teams. Focused on building operating systems that enable teams to clearly identify and execute flawlessly on the highest priority objectives and strategies, this position will build and maintain clear program standards with regular operating mechanisms to ensure the delivery of key initiatives and elimination of waste in each program.

This role is perfect for someone who wants to build the Program Management office for this team from the ground up. A relentless curiosity, proven record of developing high-performing teams, and a passion to build scalable program management into an existing large team will be the catalyst for success in this role.

What you'll bring

• Strong Program Management team leadership experience, including 5 or more years leading multiple complex programs end-to-end.

• A breadth of experience interacting across Customer Success, marketing, Product, business analytics, technology and operations teams.

• Strong understanding of and proven experience with program management best practices, methodologies, and tools. Experience serving as a center of excellence for program management within an organization, providing guidance, training, and support to team members to enhance their skills and capabilities, while holding a high bar for

• Demonstrated effectiveness in developing and maintaining key performance indicators (KPIs) and metrics to track the effectiveness of planning and program management activities that measure overall progress against broader sets of goals and outcomes.

• Strong business acumen that combines creativity with practicality in managing toward a long-term vision and executing flawlessly to exceed expectations in the current period.

• Proven ability to drive regular operating mechanisms to provide progress updates on key initiatives and progress toward business outcomes while galvanizing x-functional teams against key priorities.

• Outstanding communication skills combined with clear and compelling storytelling abilities that influence a variety of stakeholders from front-line customer success teams to seasoned senior leaders at the Able to visually communicate complex topics and influence stakeholders to take action.

• Demonstrated ability to make data-backed decisions with a proven history of interpreting key performance metrics, external and internal dynamics, and current capabilities to generate innovative insights and opportunities that help advance the teams toward their required

Up to 30% travel required

How you will lead

• Strategic Problem Solving: Collaborate with teams driving key strategic programs, helping them frame strategic questions, conceptualize a varied set of outcomes, prioritize work, and develop data-backed solutions while identifying and organizing key dependencies.

• Operational Rigor: Lead team in creating clarity and accountability with well-defined roadmaps and success measures. Identify opportunities for reinvention or continuous improvement of operations across multiple teams and organizations. Design and build program management systems, processes, and workflows to to set the team up for success in delivering next-generation capabilities.

• Ownership & Influence: Exhibit extreme ownership for a portfolio of high-visibility, high-impact efforts. Leverage network to understand interdependencies and risks for the work, engaging partners to execute plans and resolve roadblocks. Communicate a clear point of view and influence others to focus attention and/or take action on most critical areas with compelling, thoughtful arguments tailored to the audience.

• Galvanizing teams: Act as a catalyst to accelerate outcomes by developing strategic narratives and documents that galvanize the organization around a shared vision and clear prioritization of Drive innovative in-person, hybrid and virtual events E2E for Senior Management that bring those shared visions to life and consistent momentum against the required outcomes. Create an environment of trust within and beyond the team by role-modeling Intuit culture and values.

• Driving Innovation: Foster an innovative and inclusive environment across planning exercises that enable rich co-creation and iteration on great ideas for best possible outcomes.

EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.