Principal Program Manager

Company Overview

Job Overview

We are the Expert Network Partnerships team, part of Expert Network Services within Intuit Customer Success. Customer Success at Intuit. We are going through a major transformational journey. We have bold goals, obsessed with customer and expert experience, move at incredible velocity and aspire to deliver major impact to our customers and experts in everything we do. Come join us and be part of our fun-filled and passionate team! We are looking for a bold and creative leader with a desire to deliver impactful outcomes. This position will own and lead multi-million dollar customer success partnership(s) as well as large scale strategic initiatives.

Responsibilities

• Manage outsourcing initiatives and related program management aspects for multiple customer segments and geographies
• Partner with segment leaders across BU customer success teams and Intuit platform functions to execute on the multi-year outsourcing strategy for Intuit Customer Success
• Lead multiple partner relationships and drive improvements in overall partner performance, consistency and rigor
• Lead contract terms, pricing and negotiation strategies with existing and new partners
• Manage ICS FTE team members as a direct manager is a possibility (dependent on business need)
• Lead new partner and site selection across multiple geographies
• Identify and lead large scale strategic initiatives and process improvements to impact customer experience and business outcomes
• Represent partner needs and advocate for internal process changes, working with the respective internal functional teams
• Develop and execute on a partner and footprint strategy for Intuit Customer Success with a focus on building the workforce of the future
• Act as a strategic partner to Assisted Care teams, Learning & Development, Operations and other internal stakeholders to create trusted relationships with our external partners
• Bring-in external best practices, industry learnings and trends to inform our partner strategy, relationships and how we execute
• Create and conduct supplier assessments and development plans including supplier evaluation processes, quarterly and annual business reviews and relationship scorecards
• Drive ongoing assessment of site performance, lines of business and global expansion based on partner strategy and roadmap
• Act as escalation point and voice of partner to remove roadblocks hindering partner’s ability to deliver for customers

Qualifications

• 10+ years of Customer Success Leadership
• Bachelor's degree or equivalent practical experience, MBA or focus in Business/Program
• Experience in BPO, Outsourced partner management & sourcing is a requirement
• Outstanding business acumen with a customer obsession, who hits the sweet-spot of being strategic and hands-on
• Demonstrated strong understanding of customer needs and integrates insights into offerings that “delight” our customers
• Proven, solid decision making process… balancing principles and data along with judgment
• Demonstrated experience as a true self-starter that can quickly and independently assess business requirements and become a trusted and integral part of the leadership team
• Demonstrated open and frequent communications at all levels of the organization with genuine empathy and commitment to the development needs of the organization
• Energize the organization to drive continuous improvement and explore and implement creative ideas to significantly improve performance
• Lead complex change in the organization by articulating a clear case for change and then gaining shared vision with employees through effective, frequent and timely communication

The ideal candidate for the role:

• 10+ years of Customer Success Leadership
• Prior experience working on INTUIT initiatives will offer a strategic advantage to the candidate during the selection process.
• Experience in BPO and Outsourced partner management is a requirement
• Previous people management experience is required
• Familiarity with Contact Center Technology & Platforms and comfortable engaging with technology teams on requirements as needed
• Puts customers No matter what!
• Is not afraid to fail and believes that rapid experimentation is the only way to validate any hypothesis
• Has the ability to influence and drive change at all levels of the organization
• Understands the difference between “influencing” and “persuading” and is experienced in leveraging both based on the situation
• Measures self success and team’s success by way of outcomes and not activities
• Challenges the status quo in the world of sourcing and partner management and is a change agent driving major organizational transformation with velocity
• Smart speed is this individual's second She/He is experienced in delivering outcomes at scale by leading programs end to end (Ideation to Execution)
• Possesses strategic & analytical thinking and execution rigor as primary strengths