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Overview

We are seeking a skilled and innovative problem-solving Technical Program Manager with a passion for addressing challenging customer issues. As a program leader, you will be in charge of achieving both business and technical objectives. If you have a strong desire to deliver outstanding enterprise-level results that substantially affect our customers' lives, our Intuit Customer Success Technical Program Management team will welcome you with open arms as a Principal Technical Program Manager. You will be responsible for supporting our top-priority data initiatives in Virtual Expert Platform. The platform's mission is to create user experiences, capabilities, and products that empower our customers' prosperity through AI-driven human expert interactions. This position will focus on driving instrumentation across the AI-driven expert platform to enhance product and AI experiences, facilitate experimental insights, and guide business decisions through data-driven product management.

What you'll bring

• 10+ years of experience driving complex programs leveraging industry best practices and leading well-defined SaaS initiatives

• Ability to kickstart multi-org complex programs and drive delivery of quality outcomes with speed

• Ability to skillfully use data to drive challenging discussions, align disparate leaders on program outcomes and communicate program progress, outcomes and risks to senior leadership

• Effective consultative and influencing approach to quickly earn the trust of program sponsors and key stakeholders; mobilize and motivate teams; set direction and approach; resolve conflict; deliver tough messages with grace; execute with limited information and ambiguity

• Ability to operate and think at both a “10,000 foot” strategy level (e.g. framing and conducting analysis to recommend changes to our long-term goals) and closer to the ground (e.g. recommendations to improve quarterly performance against an operational metric, and follow through with execution)

• Strong verbal and written communication skills; experience with communicating effectively and concisely through multiple channels to all levels of an organization, from senior executives to front-line managers

• Ability to manage conflicting stakeholder interests, develop strong relationships, and influence stakeholders at all levels in a cross-functional environment

• Passionate about delivering for customers and experts to drive business success

• Knowledge and experience of web analytics instrumentation, data architecture and pipelines workflow is a huge plus

How you will lead

• Drive instrumentation delivery across contributing teams, sourcing upcoming widget development projects from VEP across all the scrum teams

• Develop & deliver instrumentation program plans that encompass all phases - planning, implementation, production readiness, testing and support with a cross-functional program structure

• Partner with VEP PM, VEP PD and Analytics teams to execute the holistic instrumentation strategy and roadmap across the Virtual Expert Platform

• Establish instrumentation program operating rhythms leading cross-functional meetings and fostering teamwork across VEP PM, VEP PD and Analytics teams. Be the owner for Op Mechs such as program reviews.

• Build operational rigor and operational processes for cross-functional teams to ensure sustainable results and delivery against the timelines

• Own the instrumentation program and technical documentations, onboard new scrum teams and operate as first responder to enquiries before triaging for escalated tech support

• Quickly and effectively identify core and critical issues to program deliverables and drive appropriate decisions and actions, clearly communicate status, progress, and results across the organizational boundaries and levels

• Provide steady leadership in the face of uncertainty, change, and aggressive deadlines common to a rapidly growing company with an evolving business model

• Anticipate, recognize, and work through resistance or setbacks independently, work well with others when conflicts arise

• Partner with other Technical Program Managers to define, socialize and implement organization-wide processes

EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.