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Group Product Manager, Differentiated Service Offerings
Location(s): Mountain View, California; San Diego, California; Tucson, ArizonaCompany 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 powering prosperity around the world. Every day we innovate with our flagship products - TurboTax, and QuickBooks. No matter your financial need, we have a solution that can help. Whether you’re a consumer, self-employed, or a small business owner, we’re in your corner to help make your dreams of prosperity come true through technology that touches the lives of almost 50 million people.
Come join our QuickBooks Customer Success team as a Group Product Manager for Differentiated Service experiences to imagine, create, make and test new Customer Success concept solutions and interaction models that solve huge customer problems. QuickBooks Customer Success is transforming the industry for Small Business with a suite of high-touch professional services powered by data-driven, technology-lead operations and a distributed professional workforce. We are a world-class, service-centric organization that is never satisfied with losing a customer.
We are seeking a highly experienced Group Product Manager to join our Customer Success Service Design team. In this role, you’ll partner with business owners and cross functional teams to design and optimize our customers’ journey and end-to-end lifecycle across service offerings, ensuring there are no dead ends for customers or experts by connecting customers to the best expert to address their need and drive confidence in their ability to manage their business leveraging QuickBooks Services and Products.
This role requires a dynamic individual who is comfortable working in a fast-paced, highly collaborative environment, with a strong ability to go deep into the details and step back and connect the dots for a more strategic perspective. You’ll work across a team of highly innovative, service experts, service experience managers and designers to define how we will deliver benefits to customers through this partnership, measure how effectively we do so and identify and address top areas for improvement with a cross-functional team of analysts, service delivery and product leaders. We are seeking an exceptional Principal Product Manager who thrives on changing the status quo, building new products, and leading high performing product teams with a strong missionary culture.
This role is directly accountable for (1) implementing a culture of innovation and experimentation to deliver service consistently at scale for customers with accountants (2) establishing and defining service levels of how customers will experience it including the processes and priorities experts will follow to deliver value and (2) optimizing the processes, standards and experience in partnership with accountants, product and expert teams in service to growing value to customers and address opportunity areas.
We are looking for structured, analytical leaders for whom operations is a towering strength, who can land difficult recommendations with senior leaders in highly matrixed organizations, consistently show a bias for action and above all, delight in serving our customers.
Qualifications
- Experience running or working with service organizations for technology powered human assisted experiences
- Have a passion to seek a deep understanding of customer needs and turn that insight into a compelling vision and drivers to create solutions that solve important jobs for small businesses
- 10+ years of experience identifying and addressing key barriers to growth in an environment with high levels of both ambiguity and visibility
- 5+ years of experience in operations within a fast-moving technology-driven organization and managing change with external partners
- Track record of aligning disparate teams around a common cause, and effecting transformational change
- Demonstrated ability to work in a matrix environment and ability to both influence and develop strong partnerships at all levels.
- Excellent communication skills, including business writing and presentations.
- Undergraduate degree in a business, technical, or science discipline required; MBA or advanced degree preferred.
Responsibilities
- Owns the scoping, planning (including skill identification, deliverables, and timeline), and delivery of Customer Success service design projects in strong collaboration with our internal stakeholders across product, design, research, and operations
- Clearly articulates an end-to-end service experience to teams across the organization to achieve broad understanding, buy-in and alignment through complex multi-dimensional, multi-stakeholder prototypes.
- Foster a culture of learning, applying data analysis, developing voice of the customer & expert insights, and using experimentation to identify leading metrics to retention outcomes.
- Apply strategic thinking to design and deliver innovative end-to-end user experiences that optimize among user needs, business goals, and technological realities
- Design scalable technology solutions to enable customer and expert interactions by identifying platform requirements to deliver customer benefit across all Human Assisted Services
- Manage communications with internal customers and leaders, including but not limited to service delivery partners and customer success organization
- Provide steady leadership in the face of uncertainty, change, and aggressive deadlines common to a rapidly growing company with an evolving business model
- Drive cultural change across the organization to deliver next generation of QuickBooks offerings
Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is New York $210,500 - $284,500, Colorado $162,000 - $219,000, Bay Area California $213,000 - 288,000, Southern California $181,000 - 245,000, Washington $170,000 - $230,000. This position will 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 pay equity for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.
"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.
Award-winning culture, best-in-class benefits
Culture and values
Intuit's company culture is rooted in our core values, which promote an innovative and inclusive environment where diverse perspectives and new ideas are celebrated.
More about Intuit life play_arrowBenefits we offer
People who give their best deserve the best in return. We offer rewards that include everything you’d expect, and even more that you wouldn’t. Enjoy the best in class perks and benefits at Intuit.
More about our benefits play_arrowHiring process
From set-up to sign-off, everything you need to know for a successful interview with Intuit, including how to request reasonable interview accommodations.
More about our hiring process play_arrowEOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.
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