Director, Product Excellence and Release Management

Company Overview

Job Overview

We are seeking a Director of Product Management for Release Management to lead the transformation of how we deliver high quality, impactful products within the Global Small Business Group organization. This role is instrumental in shaping and executing release management programs that align with Intuit's customer-obsessed values. This role requires a deep understanding of QuickBooks customer and partner needs and expectations. Using a variety of data sources and methods, you will help identify, understand, and prioritize improvements in our release processes. You will partner with heads of marketing to set release themes, goals and targets by audience, and incorporate them into the planning process, ensuring that product excellence is a core component of each initiative.

Responsibilities

1. Product Excellence Leadership

• Develop a deep understanding of audience needs and expectations
• Set the vision, strategy and priorities to drive product excellence across the global businesses systems group
• Partner with Engineering, Customer Experience and Support teams to optimize quality intake process
• Partner with product teams to set product quality goals and targets and incorporate product excellence goals into the annual planning process
• Monitor quality and customer satisfaction key performance indicators (KPIs), such as PRS, to drive continuous improvement across the organization
• Regularly report on progress towards product excellence goals to executive leadership, providing insights and recommendations for further imrovement
• Be the relentless advocate for quality-first culture, instilling a deep-seated commitment to excellence across the organization
• Educate and inspire teams on the importance of effective product excellence rituals, measures and their impact on release management, fostering a shared responsibility for product excellence at every level

2. Release Management, Planning and Process Ownership

• Process owner of the release management process and team for the platform, ensuring that all product launches are meticulously planned, coordinated, deployed, supported, and executed
• Build and operationalize a tiered release structure tailored to audience and business needs, ensuring agility and scalability in our release processes
• Develop and define proper roles and sustain a release management process across the business, answering key questions around process requirements and the roles needed
• Collaborate closely with product managers, engineers, design, and customer support teams to ensure that product excellence and release management are prioritized and ingrained in every stage of the product life cycle
• Implement risk assessment, change management, and mitigation strategies to proactively address potential challenges, ensuring smooth and successful product releases
• Develop detailed release plans that outline critical timelines, resource allocation, stakeholder responsibilities, and theme definitions to ensure market demands and internal deadlines are met

3. Release Governance

• Develop and enforce rigorous release protocols and governance, establishing repeatable processes, principles, and criteria that ensure a high bar for product excellence and quality
• Ensure proper tracking of features targeted for a release and align code changes to the right tiered release, maintaining continuous deployment velocity

5. Release Communication Coordination

• Coordinate with global marketing, sales, product, communications, and customer success teams to ensure all parties are aware and educated on upcoming releases
• Partner to define and implement a communication strategy for releases, ensuring transparency and readiness for both internal stakeholders and external customers, including accountants

7. Technology and Automation

• Assess and implement the technology to manage the release process efficiently and effectively, ensuring scalability given the business's size
• Drive technology changes and automation efforts, leveraging tools like GenAI to streamline workflows, release note creation, and stakeholder notifications

Qualifications

• 10+year demonstrated success building quality management and managing and executing release management processes at scale at large, dynamic tech organizations
• Proven experience in a senior release management role with a strong focus on quality, risk mitigation, and user experience
• Exceptional leadership skills with the ability to unite cross-functional teams and organizations towards a common goal
• Excellent communication and collaboration skills

If you are customer-obsessed and passionate about putting the customer at the heart of every decision, we want to hear from you!