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Group Program Manager, Expert Experiences

2 months ago

San Diego, California, United States Intuit Full time

About Intuit

Intuit is a global financial technology company that empowers individuals and businesses to achieve financial prosperity. With a portfolio of innovative products, including TurboTax, Credit Karma, QuickBooks, and Mailchimp, we strive to make a positive impact on the lives of our customers.

Job Summary

We are seeking an experienced Group Program Manager to lead our Expert Experience team. As a key member of our organization, you will be responsible for driving the planning and execution of changes that ensure a seamless experience for our experts and customers.

Responsibilities

  • Lead the Change Management team to engage with product, experts, and process drivers to plan and execute changes that meet release standards.
  • Develop and implement a process for teams to follow when releasing changes, ensuring clear definitions of 'done' and partnering with Intuit Academy to provide training sessions for experts.
  • Gather and leverage data and insights across the Expert Network to influence and drive awesome experiences that create an environment where Intuit is the employer of choice.
  • Enable and support user acceptance testing to ensure new features and experiences meet user standards.
  • Drive fast resolution of issues with engineering and product teams and communicate outcomes to impacted users.
  • Partner with frontline teams to review reported defects, document them in JIRA, and engage with product management and product development teams to quickly assess, resolve, test, and release fixes.
  • Lead and evolve the expert survey, insight collection, and reporting strategy, including survey design, cadence, analysis, and reporting.

Requirements

  • 10+ years of professional experience leading in a high-growth industry.
  • Minimum of two years of change management experience.
  • Bachelor's Degree or equivalent work experience; MBA a plus.
  • Customer Service experience preferred.
  • Excellent communicator with ability to communicate written and verbal strategy, process changes, procedures, and actions effectively across different levels in the organization.
  • Prior people leader experience with ability to identify and develop high-performing teams.
  • Strategic thought leader, capable of driving prioritization and decisions to enable teams to move with velocity.
  • Proven track record of articulation of customer problem statement, ideal state vision, and strategy, and execution plans to deliver business outcomes.
  • Proficient in Microsoft or Google suite (documents, spreadsheets, presentations).

What We Offer

Intuit provides a competitive compensation package with a strong pay-for-performance rewards approach. This position will be eligible for a cash bonus, equity rewards, and benefits, in accordance with our applicable plans and programs. 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.