Group Product Manager, Differentiated Service Offerings

1 month ago

Mountain View, United States Intuit Full time

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.

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
  • 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.
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