Intuit Inc

Principal Product Manager, Services Segmentation

Intuit Inc • $243K — $328K *
Mountain View, CA 94040In-Person
Finance & Insurance
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 5+ years experience in leadership roles within service-based or SaaS organizations
  • Bachelor's degree in business, technical, or science; MBA preferred; equivalent experience considered
  • Strong background in service experience strategy and customer experience design
  • Ability to implement strategies that enhance customer retention and drive revenue
  • Familiarity with customer journey mapping and service design principles
  • Experience applying Jobs to be Done framework for customer benefits
  • Demonstrated cross-functional leadership in inspiring customer-focused initiatives
  • Strong analytical skills for translating data into insights

Responsibilities

  • Transform support strategy for improved resolution rates
  • Innovate to create seamless customer experiences across services
  • Establish service design frameworks for scalable resolutions
  • Optimize operations for enhanced customer satisfaction
  • Lead the execution of service experience strategy for Money Movement and Payroll
  • Collaborate with product and marketing teams for holistic solutions
  • Utilize feedback and analytics to enhance service offerings

Benefits

  • Competitive compensation and pay-for-performance rewards
  • Potential eligibility for cash bonus and equity rewards
  • Comprehensive benefits package
  • Commitment to fair pay practices across ethnicity and gender
Full Job Description
As the Principal, you will collaborate with cross-functional teams to transform the end-to-end experience for Service offerings to deliver full resolution and customer confidence. You will ensure that customers are connected to the right experts who can best address their unique needs, experts are equipped to resolve customer needs and insights from customer friction are integrated back into the product teams. Ultimately, you are responsible for driving confidence among our Money and Workforce customers as they use our suite of products to manage and grow their business.

This is a fast-paced, highly collaborative environment that requires a dynamic individual who can dive deep into details while maintaining a strategic perspective. You'll define how we resolve issues, optimize the customer experience and identify opportunities that make a meaningful impact to our bottom line.

We are looking for an extraordinary leader who is passionate about disrupting the status quo and creating new experiences proven to drive customer benefit.

Responsibilities

This role is directly accountable for 1) Rapidly transform and mature our support strategy to deliver resolution 2) innovate and experiment to deliver consistent, amazing end to end experiences for Services customers as they utilize our products 3) establish service design frameworks that enable complex resolution at scale and 4) continually optimize and adapt operations to maximize customer experience.
  • Service Experience Development: Lead the formulation and execution of a comprehensive service experience strategy with a focus on Money Movement and Payroll products.
  • Design Thinking Application: Apply design thinking principles to innovate and create seamless, intuitive service experiences that deliver customer benefits proven to drive customer retention.
  • Cross-functional Collaboration: partner closely with Product Management, Marketing and Service Delivery teams to design holistic service experience solutions.
  • Customer Feedback and Insights: Utilize customer feedback, market research, and data analytics to drive insights and inform service experience enhancements.
  • Performance Metrics and Analysis: monitor and analyze service experience and monetization metrics to understand the effectiveness of service experience strategies and identify opportunities for improvement.
  • Technology Integration: partner with product management and our Virtual Expert Platform team to leverage technology solutions that enhance service delivery efficiently and drive customer engagement.


Qualifications
  • Proven leader with experience in a services based industry or SaaS organization, with 5+ years in a leadership role driving business results through improved customer experiences in Customer Success, Product Management, Product Marketing or similar functions.
  • Undergraduate degree in a business, technical, or science discipline; MBA or advanced degree preferred; Equivalent work experience considered.
  • Proven experience in service experience strategy, customer experience design, or related field with a focus on service delivery.
  • Proven ability to design and implement service experience strategies that improve customer retention and drive revenue growth.
  • Strong understanding of customer journey mapping, service blueprints, market research techniques and methodologies, and service design principles.
  • Experience applying the Jobs to be Done framework to deliver customer benefits and accomplish desired outcomes.
  • Strong cross functional leadership: ability to inspire an organization to deliver and champion customer experiences that drive retention and growth.
  • Customer service & support expertise: demonstrated strength managing or working with customer support organizations and operations.
  • Excellent analytical skills with the ability to ask the right questions and translate data into actionable insights.
  • Excellent communication, presentation, and collaboration skills.
  • Familiarity with payments, bill pay or financial management products is an advantage.

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Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at ). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is: $243,000 to $328,500

The expected base pay range for this position is:
Mountain View $243,000 - $328,500
San Diego, CA $230,000- $311,000

About Intuit Inc

Intuit offers business and financial management solutions for SMBs, financial institutions, consumers, and accounting professionals. The company’s product portfolio includes TurboTax, a software solution that offers free tax filing, efile taxes, and income tax returns; Quicken; QuickBooks; Mint.com, and more. It also offers end-to-end solutions for online tax preparation, download products, mobile tax prep, mortgage interest and property tax, corporations tax, military tax, and more. Intuit was founded by Tom Proulx and Scott Cook in 1983 and is based in Mountain View, California. The company serves customers in North America, Asia, Europe, and Australia with offices in the United States, Canada, India, U.K., and Singapore.

Intuit Inc Careers

Join the dynamic team at Intuit Inc, a global powerhouse in financial software, where innovation, leadership, and diversity training are at the heart of everything we do. This is an unparalleled opportunity to advance your career with a company that is committed to empowering communities and small businesses with innovative financial solutions.

Work You’ll Do

At Intuit Inc, you’ll be part of a culture that cherishes innovation and values the unique perspectives of its team members. You will collaborate with some of the brightest minds in the industry, using your skills to influence the future of technology and finance. Our team at Intuit Inc is driven by the mission to power prosperity around the world, and you can be at the forefront of this transformation.

Explore Job Opportunities and Growth

Intuit’s career paths are as diverse as the innovative solutions we provide to millions. From finance to software engineering, our job opportunities span across multiple disciplines. Whether you’re looking for a full-time position, an internship, or leadership roles, Intuit offers a world of opportunities for professional growth. Our hiring process is designed to identify and attract professionals who are not only skilled but are also passionate about making a difference.

Professional Development and Benefits

Invest in your future with Intuit’s industry-leading benefits and professional development opportunities. Our employees enjoy comprehensive benefits that ensure their personal and professional satisfaction, including health, wellness, and continuous learning perks. At Intuit, we also understand the importance of diversity training and leadership development, providing various programs that foster an inclusive environment.

Join Our Team

Embark on a journey of growth and innovation at Intuit Inc. Search open positions that match your skills and interests. We are looking for curious, creative, and solution-driven team players. Prepare your resume, ace the interview, and join a team that’s committed to creating solutions that power prosperity around the globe.

Networking and Career Advancement

At Intuit Inc, networking and internal mobility are encouraged to foster professional growth and innovation. Connect with leaders and peers through our various networking events, mentorship programs, and collaborative projects. With support at every step of your career, the opportunities at Intuit are limitless.

Stay Connected

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Explore Careers at Intuit Inc

Discover the exciting and rewarding career opportunities awaiting you at Intuit Inc. Let your ambition lead you to success. Join us in our mission to power prosperity and contribute to our journey of continuous innovation.

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At Intuit Inc, every role is a chance to innovate, grow, and make an impact. Join us, and together let's shape the future of finance.
Learn more about Intuit Inc
Size
13,500 employees
Market Cap
$107.4 billion
Industry
Consumer Technology
Net Income
$1.7 billion
Founded
1983
5 Year Trend
+19.6%
Revenue
$7.7 billion
NASDAQ
INTU
* Ladders Estimates

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