Senior Program Manager, Customer Success

5 - 10 years
Full Time
United States
Mountain View, CA
February 4, 2019

Come join Intuit as a Senior Program Manager in the Customer Success Office. We are looking for organized and creative problem solvers to join our Program Management team, with responsibility for program delivery and success. Help the team develop and manage our highest impacting programs to accelerate our mission of powering prosperity around the world.

Intuit’s Customer Success Office is a new central organization that is transforming how we serve our customers, ensuring they are successful using Intuit’s products and services. The Program Management team partners with stakeholders across business units and functional groups to design and drive strategic cross-company initiatives that deliver outstanding customer experiences, at scale. Key to this is creating an environment of transparency, rigor and speed in the design and implementation of the changes we are driving as a company.

  • Cross-Company Planning & Alignment: Facilitate process of gaining shared vision and developing work plans by partnering with stakeholders across business units and functional groups. Guide teams through structured and principled approaches to solving problems. Surface tradeoffs and make recommendations
  • Operating Rhythm: Manage the program operating rhythm and milestones, ensuring that stakeholders are working towards common outcomes and clear timelines. Work with teams to craft content and frame ideas to generate the right level of discussion for different forums and audiences of different levels, including senior executives.
  • Tracking & Accountability: Establish and maintain process and tooling to drive transparency / accountability and rigor in execution. Maintain key work plans and action items.
  • Risks, Issues & Dependencies: Proactively identify and manage key risks, issues, and dependencies. Ensure that stakeholders who need to collaborate are connected. Escalate as needed to facilitate removal of roadblocks.
  • Thought Partnership & Business Analysis: Collaborate with business leaders to help recommend solutions and corresponding action plans for the business problems their workstreams are solving. Provide quantitative and qualitative analytical support to support recommendations and identify new areas of opportunity.
  • Demonstrated ability of excelling at above Specific Responsibilities
  • Bachelor’s degree and 5+ years of experience planning and managing technology programs in a matrixed organization
  • Comfortable in technical conversations. Understands agile software development processes
  • Well-rounded interpersonal skill set with the capacity to build strong relationships with individual contributors and senior executives. Strong communication (written/verbal), presentation and facilitation skills
  • Comfortable with ambiguity, and excel at creating order out of chaos. Able to advance progress in gray areas and work through resistance or setbacks
  • Comfortable leveraging collaboration technology to effectively work with both in-person and virtual teams. Occasional travel may necessary
  • Bias for action and speed. Clears obstacles and navigates situations with a resourceful and creative approach
  • Thinks both strategically and tactically–eye on bigger picture, while ensuring near-term concreteness
  • Able and willing to both lead and support. Will “go the extra mile” for stakeholders
  • Passion for excellence and the desire to have a significant impact on the business
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