Intuit - Mountain View, CA
posted 18 days ago
Full-time - Senior
Mountain View, CA
1,001-5,000 employees
Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services
About the position
The Director of Product Management for Mid-Market Customer Delight & Retention at Intuit is responsible for leading product management efforts focused on enhancing customer satisfaction and retention for the company's high-end offerings, including QuickBooks Advanced and Intuit Enterprise Suite. This role aims to transform the product management approach from being product-focused to customer audience-focused, ensuring that the solutions provided meet the unique needs of small businesses in the mid-market segment. The position requires a strategic leader who can drive significant improvements in customer experience and operational efficiency across the product ecosystem.
Responsibilities
- Define the Mid-Market Ecosystem promise and create a cross-functional program to deliver on that promise.
- Implement practices to achieve a Customer Effort Score of 60+ for the top 10 end-to-end ecosystem flows.
- Design and execute a customer-facing release management strategy to address customer pain points.
- Set goals and track progress to achieve a PRS MM score of 50 across the Mid-Market audience.
- Lead product management efforts to improve customer-facing quality and delight.
Requirements
- 8+ years of product management experience in Financial Management Software, Payments, or Human Capital Management.
- Experience building for small business mid-market customers within a product ecosystem.
- Proven track record of driving business shifts and product innovation that leads to revenue and customer growth.
- Exceptional prioritization and decision-making skills.
- Experience managing a complex portfolio of products.
Nice-to-haves
- Experience in managing teams across multiple global locations.
- Ability to influence at the executive leadership level.
- Experience in data-driven decision-making and operational rigor.
Benefits
- Health insurance coverage
- 401k retirement savings plan
- Flexible scheduling options
- Professional development opportunities
- Paid holidays
