Intuit is a mission-driven, global financial platform company that gives everyone the opportunity to prosper. We are using technology to build solutions to challenging financial problems for millions of people around the world.
The Customer Success team delivers award-winning service and support experiences to small business owners and accountants using our products, including QuickBooks Online, QuickBooks Advanced, QuickBooks Online Accountant, and QuickBooks Payroll.
As a Senior Manager of our Customer Success Program Management team in Canada, you will be responsible for managing and implementing a portfolio of strategic projects and programs that will drive world-class digital and human-led customer experiences that drive customer loyalty, retention, and ecosystem growth.
You will also be responsible for the change management of product feature releases, new products, partnerships, and marketing campaigns.
You will power prosperity by managing change that drives frictionless customer experiences.
We are looking for a strong leader with a passion for program management and leading others to partner with stakeholders from across the business (Product, Marketing, Sales, Partnerships) to positively influence change by optimizing customer touchpoints through carefully crafted human and digital experiences.
You will be an advocate and influencer for effective change management across the business, and a role model of program, project, and change management to the team.
The role will be part of the Canada Customer Success leadership team and report directly to the Head of Customer Success in Canada.
Responsibilities
Focus strategically
- Autonomy to work collaboratively with the leaders and stakeholders in your space to drive programs that deliver on the Intuit strategy, accelerating strategic business outcomes.
- Understand and translate the strategy and vision of your organisation and help the team understand how their work accelerates the strategy.
- Drive and provide data-driven recommendations to prioritise, execute, monitor and communicate progress, trade-offs or decisions needed.
Lead change
- Partner with leadership to create a culture where teams are recognised and encouraged through change.
- Build trust across teams and generate broad support for the project / program.
- Understand and support key changes and type of change (process, technology and organisation) being driven by the program and develop, execute and measure success.
Enable scale
- Recommend and drive areas of improvement within your programs / portfolios and work with stakeholders to implement.
- Participate in the improvement of project / program management craft and be viewed by peers as an expert.
- Coach and mentor others in the business on program management fundamentals.
Domain expertise
- Rapidly navigate new program areas, dive deep into subject areas and bring information back to the right level of granularity.
- Drive domain-specific discussions, leading experts in the field through active problem-solving.
Deliver programs
- Align with cross-functional partners on the highest priority initiatives and the outcomes the team will work to accelerate.
- Drive and continually improve the project / program operating rhythm.
- Develop high-quality project plans, use data to assess progress to plan, use independent judgement to provide insights, and communicate progress and trends to stakeholders.
- Identify risks and issues and present recommended response plans to stakeholders.
People Leadership
- Attract, coach, trust, and empower a diverse team to accelerate outcomes. Passionate about understanding the goals of team members, and providing them opportunities to grow and develop talent.
- Define team goals to drive for the highest impact (with effective communication of strategy, progress and decisions).
- Plan team staffing with clear roles and areas of accountability in service of organisational need.
- Drive velocity by accelerating decision-making, removing barriers and blockers through data and accountability.
Minimum Requirements
- Strong program management leadership experience, including 8+ years planning and leading medium-large sized programs or a portfolio.
- Demonstrated ability to influence at the Group Manager and Director level within a matrixed environment across multiple organisations.
- Demonstrated ability to take extreme ownership of outcomes across a portfolio, build strong partnerships across teams, and drive for accountability across cross-functional partners.
- Knowledge and experience with project / program framework best practices, tools, and techniques.
- Strong technical acumen with expertise in software development approach, architecture, and lifecycle.
- Ability to attract, coach, trust, and empower a diverse team to accelerate outcomes.
- Certifications in project and change management, such as APM PMQ, and PMI PMP.
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