Senior Product Manager

1 month ago

San Diego CA, United States Intuit Inc. Full time

As a Senior Product Manager for AI-powered help for TurboTax, you will be responsible for creating innovative solutions that will revolutionize the way people access help and guidance for business and personal taxes. Your role will focus on delivering expertise to customers and experts, while also enabling the creators that develop these experiences. You will work closely with various platform teams across Intuit, to develop and implement a cohesive strategy for Digital Experiences as part of the Customer Success organization in the Consumer Group. To excel in this role, you must have a solid background in digital product management and possess exceptional leadership skills with a strong bias for action. You should have experience working in complex, high-stakes industries and be comfortable navigating ambiguity and making tough decisions. The successful candidate will be a creative problem-solver who is comfortable working in a highly collaborative and customer-obsessed work environment. Experience working with AI/ML technologies and platform capabilities, as well as a deep understanding of customer needs and expectations, will be key to success in this role. Join us and help us create groundbreaking digital experiences that will change the way people approach gaining confidence with taxes

Responsibilities
  • Leading a mindset change by adopting a forward-thinking, platform-centric approach towards digital help experiences and inspiring the team to embrace change and evolve with the industry
  • Driving innovation for TurboTax digital help experiences by partnering with teams and stakeholders across the Intuit ecosystem to identify new opportunities
  • Collaborating and partnering across Consumer Group and Intuit Customer Success to deliver new capabilities and experiences to unlock growth and retention as well as to drive efficiencies for the business
  • Employing leadership and problem-solving skills to create platform-focused solutions that meet end-user needs and exceed expectations, keeping the latest market trends and technological developments in mind
  • Mitigating risks, addressing challenges, and making tough decisions in a dynamic, fast-paced environment to ensure flawless execution of team initiatives
  • Leading a team of professionals from different fields, ensuring collaboration, and promoting a culture of dedication to providing delightful end-user experiences
  • Continuously identifying areas of improvement and opportunities for innovation to ensure that TurboTax remains at the forefront of the industry and maintains its position as a market leader
  • Driving holistic with extreme ownership empathy for customers, experts, and the operators who enable digital experiences

How you will lead

  • Develop product roadmap and requirements to deliver seamless help experiences for TurboTax
  • Collaborate with a team of top customer success leaders, product managers, analysts, data scientist, engineers, designers, marketers and operations specialists
  • Own and drive KPIs/success metrics
  • Ruthlessly prioritize your backlog and work across teams to deliver value for our customers
  • Develop a bold and innovative vision for the future, broken down into MVP experiences to quickly learn and iterate based on data and end-user feedback
  • Present regularly to the core/leadership teams on project strategy and deliverables
  • 5+ years of product management experience
  • Proven experience working for a SaaS high-growth company with a focus on reimagining customer experiences and consolidating disparate legacy tools
  • Strong ability to analyze and interpret data, with a plus on writing queries
  • Ability to understand complex technical workflows and drive innovative product solutions for internal business users while consistently pushing innovation boundaries and balancing short-term customer needs with long-term product vision
  • Strong communication skills to engage and evangelize with both technical and non-technical users
  • Demonstrated passion for seeking a deep understanding of customer needs and turning that insight into a compelling vision
  • Proven track record of driving through designs, ideas, and roadmaps with an entrepreneurial mindset and an exceptional drive
  • A learning mindset, curious, bold, self-aware, and humble, unafraid to adjust rapidly to new data and willing to accept failure
  • Adept at building deep domain expertise in complex business areas to establish customer empathy and trust
  • Capable of establishing credibility with technical teams via common understanding of web application development, API services, technical documentation
  • Ability to connect and collaborate with product, UX, marketing, engineering teams, and strategic partners to drive decision making and execution
  • Strong technical background to understand and discuss technical concepts, manage trade-offs, and evaluate opportunistic new ideas with internal and external partners
  • Takes end-to-end responsibility for the users' success
  • Bachelor’s degree required with a focus in computer science or business administration, equivalent work experience will be considered
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