Intuit
Staff Customer Experience Professional, GBSG Product Support
Intuit, San Diego, California, United States, 92189
Overview
Join our Customer Success organization as a Customer Experience professional, leading a portfolio of external partners responsible for delivering world-class support experiences for our SMB customers. You’ll help craft our partner strategy, set a high bar for performance, and drive innovation in service to operational excellence. This role is at the center of our service transformation, focusing on delivering expert-driven customer experiences across multiple channels and geographies. You will contribute to the strategic vision for partner operations, develop cross-functional relationships, and implement programs that position customer success as a differentiator for Small Business customers. What you’ll bring
7+ years of experience leading customer success delivery and vendor/BPO partnerships, with proven success in managing multi-site or global teams Track record of leading complex partner ecosystems, including performance management, escalation handling, and strategic relationship building Proven ability to operate cross-functionally, partnering with CS segment partners, Product, Finance, Ops, and Tech teams to improve customer and expert experiences Expertise in developing and implementing customer journey improvements, operational playbooks, and scalable support solutions Strong analytical and business acumen, with the ability to build compelling business cases, forecast impact, and manage budgets Demonstrated ability to navigate ambiguity, drive change, and lead complex initiatives with urgency and clarity Excellent communication skills—verbal and written—with the ability to represent the team and strategy to senior leadership Bachelor’s degree required; MBA or relevant graduate degree preferred. Equivalent work experience will be considered Experience with contact center platforms and CX technology (e.g., AI, RPA, knowledge tools) is a strong plus This role will require collaboration across multiple teams and up to 25% travel How you will lead
Elevate the Customer and Expert Experience - champion customer and expert experience excellence, driving partner teams to deliver high-quality outcomes Drive Rigor in Execution - lead the operational performance of vendor-delivered support services, ensuring delivery on experience metrics, operational efficiency, and budgets Innovate and Scale Solutions - partner with the service model evolution and design scalable solutions aligning partner capabilities with evolving customer expectations Foster a Culture of Continuous Improvement - identify and remove friction, experiment with new approaches, and enhance frontline capabilities Drive end-to-end strategic alignment across product, sales, and customer success Partner with forecasting, demand, and analytics teams to enhance planning accuracy and performance accountability Provide thought leadership on vendor partner ecosystem strategy and sourcing Establish and lead partner performance calibration and governance across vendors Thrive in a high-change environment with agility Foster AI and technology progress - collaborate with technology teams to bring platform-powered tools and AI to vendor operations Champion a culture of customer and expert advocacy and ownership Inspire, coach, and lead internal partner management teams Compensation: Intuit Provides a Competitive Compensation Package with a strong pay-for-performance approach. Base pay ranges vary by location: Bay Area, California: 164,500.00 – 222,500.00 Southern California: 159,000.00 – 215,000.00 This position may be eligible for a cash bonus, equity rewards, and benefits as per company plans Note: Pay offered is based on job-related knowledge, skills, experience, and work location. Intuit conducts regular comparisons across ethnicity and gender for fair pay. Seniority level
Mid-Senior level Employment type
Full-time Job function
Other Industries
Software Development
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Join our Customer Success organization as a Customer Experience professional, leading a portfolio of external partners responsible for delivering world-class support experiences for our SMB customers. You’ll help craft our partner strategy, set a high bar for performance, and drive innovation in service to operational excellence. This role is at the center of our service transformation, focusing on delivering expert-driven customer experiences across multiple channels and geographies. You will contribute to the strategic vision for partner operations, develop cross-functional relationships, and implement programs that position customer success as a differentiator for Small Business customers. What you’ll bring
7+ years of experience leading customer success delivery and vendor/BPO partnerships, with proven success in managing multi-site or global teams Track record of leading complex partner ecosystems, including performance management, escalation handling, and strategic relationship building Proven ability to operate cross-functionally, partnering with CS segment partners, Product, Finance, Ops, and Tech teams to improve customer and expert experiences Expertise in developing and implementing customer journey improvements, operational playbooks, and scalable support solutions Strong analytical and business acumen, with the ability to build compelling business cases, forecast impact, and manage budgets Demonstrated ability to navigate ambiguity, drive change, and lead complex initiatives with urgency and clarity Excellent communication skills—verbal and written—with the ability to represent the team and strategy to senior leadership Bachelor’s degree required; MBA or relevant graduate degree preferred. Equivalent work experience will be considered Experience with contact center platforms and CX technology (e.g., AI, RPA, knowledge tools) is a strong plus This role will require collaboration across multiple teams and up to 25% travel How you will lead
Elevate the Customer and Expert Experience - champion customer and expert experience excellence, driving partner teams to deliver high-quality outcomes Drive Rigor in Execution - lead the operational performance of vendor-delivered support services, ensuring delivery on experience metrics, operational efficiency, and budgets Innovate and Scale Solutions - partner with the service model evolution and design scalable solutions aligning partner capabilities with evolving customer expectations Foster a Culture of Continuous Improvement - identify and remove friction, experiment with new approaches, and enhance frontline capabilities Drive end-to-end strategic alignment across product, sales, and customer success Partner with forecasting, demand, and analytics teams to enhance planning accuracy and performance accountability Provide thought leadership on vendor partner ecosystem strategy and sourcing Establish and lead partner performance calibration and governance across vendors Thrive in a high-change environment with agility Foster AI and technology progress - collaborate with technology teams to bring platform-powered tools and AI to vendor operations Champion a culture of customer and expert advocacy and ownership Inspire, coach, and lead internal partner management teams Compensation: Intuit Provides a Competitive Compensation Package with a strong pay-for-performance approach. Base pay ranges vary by location: Bay Area, California: 164,500.00 – 222,500.00 Southern California: 159,000.00 – 215,000.00 This position may be eligible for a cash bonus, equity rewards, and benefits as per company plans Note: Pay offered is based on job-related knowledge, skills, experience, and work location. Intuit conducts regular comparisons across ethnicity and gender for fair pay. Seniority level
Mid-Senior level Employment type
Full-time Job function
Other Industries
Software Development
#J-18808-Ljbffr