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 partner strategy, set performance standards, and drive innovation in service delivery. This role is central to our service transformation, optimizing how we deliver expert-driven customer experiences across multiple channels and geographies, and shaping how our experts foster customer loyalty, retention, and revenue growth. You will drive performance across multiple strategic partners with accountability for experience quality, efficiency, and alignment to business goals. As a senior leader, you will contribute to the strategic vision for partner operations, build cross-functional relationships, and implement programs that position customer success as a differentiator for our Small Business customers. Responsibilities
Elevate the Customer and Expert Experience – champion customer and expert experience excellence, driving partner teams to deliver high-quality outcomes that resolve customer issues, drive satisfaction, and improve the expert environment. Drive Rigor in Execution – oversee the operational performance of vendor-delivered support services, ensuring delivery on experience metrics, efficiency, and budgets. Innovate and Scale Solutions – act as a strategic partner in evolving our service model and support footprint; design and implement scalable solutions aligning partner capabilities with evolving customer expectations and product needs. Foster a Culture of Continuous Improvement – collaborate with internal Thrive and partner teams to remove friction, test new approaches, and enhance frontline capabilities. Drive end-to-end Strategic Alignment – coordinate across product, sales, and customer success to support integrated customer and expert journeys. Partner with Forecasting, Demand, and Analytics – enhance planning accuracy and drive accountability to performance targets. Provide Thought Leadership – shape the strategic direction of the vendor partner ecosystem and partner sourcing strategy. Establish and Lead Partner Performance – implement calibration and governance processes to ensure consistency in quality, experience, and accountability across vendors. Thrive in a High-Change Environment – lead with agility and embrace continuous evolution. Foster AI and Technology Progress – collaborate with technology, automation, and enablement teams to bring platform-powered tools and AI to vendor operations, improving efficiency and support quality. Champion a Culture of Advocacy – promote excellence and ownership across the vendor partner ecosystem. Inspire and Lead Internal Partner Management – coach teams to foster transparency, empowerment, and high performance. Qualifications
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. Experience operating cross-functionally 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 ability to build business cases, forecast impact, and manage budgets. Ability to navigate ambiguity, drive change, and lead complex initiatives with urgency and clarity. Excellent verbal and written communication skills, with the ability to present 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. Willingness to collaborate across multiple teams and up to 25% travel. Intuit is an equal opportunity employer. Compensation and benefits are provided in accordance with applicable plans and programs. The expected base pay range for this position varies by location and experience.
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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 partner strategy, set performance standards, and drive innovation in service delivery. This role is central to our service transformation, optimizing how we deliver expert-driven customer experiences across multiple channels and geographies, and shaping how our experts foster customer loyalty, retention, and revenue growth. You will drive performance across multiple strategic partners with accountability for experience quality, efficiency, and alignment to business goals. As a senior leader, you will contribute to the strategic vision for partner operations, build cross-functional relationships, and implement programs that position customer success as a differentiator for our Small Business customers. Responsibilities
Elevate the Customer and Expert Experience – champion customer and expert experience excellence, driving partner teams to deliver high-quality outcomes that resolve customer issues, drive satisfaction, and improve the expert environment. Drive Rigor in Execution – oversee the operational performance of vendor-delivered support services, ensuring delivery on experience metrics, efficiency, and budgets. Innovate and Scale Solutions – act as a strategic partner in evolving our service model and support footprint; design and implement scalable solutions aligning partner capabilities with evolving customer expectations and product needs. Foster a Culture of Continuous Improvement – collaborate with internal Thrive and partner teams to remove friction, test new approaches, and enhance frontline capabilities. Drive end-to-end Strategic Alignment – coordinate across product, sales, and customer success to support integrated customer and expert journeys. Partner with Forecasting, Demand, and Analytics – enhance planning accuracy and drive accountability to performance targets. Provide Thought Leadership – shape the strategic direction of the vendor partner ecosystem and partner sourcing strategy. Establish and Lead Partner Performance – implement calibration and governance processes to ensure consistency in quality, experience, and accountability across vendors. Thrive in a High-Change Environment – lead with agility and embrace continuous evolution. Foster AI and Technology Progress – collaborate with technology, automation, and enablement teams to bring platform-powered tools and AI to vendor operations, improving efficiency and support quality. Champion a Culture of Advocacy – promote excellence and ownership across the vendor partner ecosystem. Inspire and Lead Internal Partner Management – coach teams to foster transparency, empowerment, and high performance. Qualifications
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. Experience operating cross-functionally 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 ability to build business cases, forecast impact, and manage budgets. Ability to navigate ambiguity, drive change, and lead complex initiatives with urgency and clarity. Excellent verbal and written communication skills, with the ability to present 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. Willingness to collaborate across multiple teams and up to 25% travel. Intuit is an equal opportunity employer. Compensation and benefits are provided in accordance with applicable plans and programs. The expected base pay range for this position varies by location and experience.
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