Intuit
Senior Staff Product Manager, Customer Support (Mailchimp)
Intuit, Atlanta, Georgia, United States, 30383
Overview
Intuit, the global technology platform dedicated to powering prosperity, is seeking a dynamic Senior Staff Product Manager to spearhead Customer Support strategy and execution within its Mailchimp brand. This role presents a key opportunity to enhance the support experience for millions of users, a critical component of the customer lifecycle and one of the biggest levers in customer retention. The ideal candidate will define and execute the product vision and strategy for Customer Support, with a focus on leveraging data and AI to deliver proactive and scalable support solutions. This role encompasses live help, self-help, and critical moments of intervention to make customer support a differentiator for Mailchimp, particularly for SMB and mid-market businesses. Employer : Intuit Responsibilities
Own end-to-end product strategy for the Customer Support product area. Define and champion a clear product vision and roadmap aligned with company goals for customer engagement and retention. Lead cross-functional collaboration with design, engineering, data science, and go-to-market teams to deliver integrated support solutions. Develop and manage the roadmap for support initiatives, prioritizing features with the most value to customers and the business. Oversee the product lifecycle from ideation and user stories to launch and iteration, ensuring quality and timely delivery. Act as the voice of the customer, translating insights into intuitive product solutions that meet support needs. Measure success through KPIs and continuously seek opportunities for improvement and growth. Qualifications
8+ years of experience in product management with a significant focus on customer support, platform-based products, or related experiences at scale. Proven ability to develop and execute product strategies that improve customer satisfaction and operational efficiency. Deep understanding of support and marketing technology platforms, ecosystems, and best practices. Strong analytical and problem-solving abilities with a data-driven decision-making track record. Excellent communication and storytelling skills, capable of articulating complex product concepts to diverse audiences. Ability to influence and collaborate across all levels of a dynamic organization. Bachelor’s degree in a relevant field; MBA or advanced degree is a plus. Equivalent experience will be considered. Compensation & Benefits
Intuit provides a competitive compensation package with a strong pay-for-performance rewards approach. This position is eligible for a cash bonus, equity rewards, and benefits in accordance with applicable plans. Pay is based on factors such as job-related knowledge, skills, experience, and work location. The expected base pay ranges for this position vary by location: Bay Area, California: 196,500 - 266,000 New York: 195,000 - 264,000 Note: Intuit conducts regular pay comparisons to drive equitable compensation.
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Intuit, the global technology platform dedicated to powering prosperity, is seeking a dynamic Senior Staff Product Manager to spearhead Customer Support strategy and execution within its Mailchimp brand. This role presents a key opportunity to enhance the support experience for millions of users, a critical component of the customer lifecycle and one of the biggest levers in customer retention. The ideal candidate will define and execute the product vision and strategy for Customer Support, with a focus on leveraging data and AI to deliver proactive and scalable support solutions. This role encompasses live help, self-help, and critical moments of intervention to make customer support a differentiator for Mailchimp, particularly for SMB and mid-market businesses. Employer : Intuit Responsibilities
Own end-to-end product strategy for the Customer Support product area. Define and champion a clear product vision and roadmap aligned with company goals for customer engagement and retention. Lead cross-functional collaboration with design, engineering, data science, and go-to-market teams to deliver integrated support solutions. Develop and manage the roadmap for support initiatives, prioritizing features with the most value to customers and the business. Oversee the product lifecycle from ideation and user stories to launch and iteration, ensuring quality and timely delivery. Act as the voice of the customer, translating insights into intuitive product solutions that meet support needs. Measure success through KPIs and continuously seek opportunities for improvement and growth. Qualifications
8+ years of experience in product management with a significant focus on customer support, platform-based products, or related experiences at scale. Proven ability to develop and execute product strategies that improve customer satisfaction and operational efficiency. Deep understanding of support and marketing technology platforms, ecosystems, and best practices. Strong analytical and problem-solving abilities with a data-driven decision-making track record. Excellent communication and storytelling skills, capable of articulating complex product concepts to diverse audiences. Ability to influence and collaborate across all levels of a dynamic organization. Bachelor’s degree in a relevant field; MBA or advanced degree is a plus. Equivalent experience will be considered. Compensation & Benefits
Intuit provides a competitive compensation package with a strong pay-for-performance rewards approach. This position is eligible for a cash bonus, equity rewards, and benefits in accordance with applicable plans. Pay is based on factors such as job-related knowledge, skills, experience, and work location. The expected base pay ranges for this position vary by location: Bay Area, California: 196,500 - 266,000 New York: 195,000 - 264,000 Note: Intuit conducts regular pay comparisons to drive equitable compensation.
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