Staff Business Operations Manager

Intuit - Mountain View, CA

Full-time - Mid Level

Mountain View, CA

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The Staff Business Operations Manager will lead the Expert Supply, Partnerships, and Advocacy team within Intuit Customer Success. This role focuses on enhancing customer and expert experiences through strategic partnerships and operational excellence. The ideal candidate will be a creative problem solver with a strong business acumen, capable of driving impactful outcomes and leading a high-performing team.

Responsibilities

• Lead and develop a high performing, highly engaged team empowered to deliver delightful customer experiences and business outcomes.
• Partner with segment leaders across customer success teams and Intuit platform functions to execute on the multi-year outsourcing strategy for Intuit Customer Success.
• Lead multiple partner delivery relationships and drive improvements in overall partner performance, consistency, and rigor.
• Identify and lead large scale strategic initiatives and process improvements to impact customer and expert experiences 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 design 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/partner 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.

Requirements

• 8-10 years of experience in delivery and working with outsourcers.
• Outstanding business acumen with a customer obsession, balancing strategic and hands-on approaches.
• Demonstrated strong understanding of customer needs and integrates insights into offerings that delight customers.
• Proven decision-making process balancing principles, data, and judgment.
• Experience as a self-starter who can assess business requirements and become a trusted part of the leadership team.
• Ability to communicate openly and frequently at all levels of the organization with empathy and commitment to development needs.
• Energize the organization to drive continuous improvement and implement creative ideas to improve performance.
• Lead complex change by articulating a clear case for change and gaining shared vision with employees.

Nice-to-haves

• Experience in leading programs end to end from ideation to execution.
• Strong strategic and analytical thinking skills.