Intuit Inc

Principal Vendor Partner Manager

Intuit Inc • $148K — $201K *
San Diego, CA 92154In-Person
Business Services
8 - 10 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 10+ years of experience in Vendor Partner Management or similar fields
  • Proven track record in managing BPO/vendor partnerships
  • Fluency in contact center KPIs such as CSAT, AHT, and Issue Resolution
  • Experience operationalizing engagement model governance
  • Strong analytical skills for synthesizing data into insights
  • Proven experience leading cross-functional initiatives
  • Bachelor's degree required; MBA or advanced degree preferred

Responsibilities

  • Serve as strategic lead for vendor/BPO relationships to drive business outcomes.
  • Own and analyze KPI performance, addressing issues with leadership.
  • Lead weekly and monthly business reviews focused on performance improvement.
  • Monitor staffing delivery and align with operational capacity plans.
  • Act as escalation point for internal stakeholders to resolve issues.
  • Lead initiatives to transform support delivery and partner operations.
  • Synthesize complex data into insights for senior leadership.

Benefits

  • Competitive compensation package
  • Pay for performance rewards approach
  • Eligibility for cash bonuses and equity rewards
  • Strong emphasis on equitable pay practices
  • Access to ongoing skills development programs
Full Job Description
As a Principal-level individual contributor in Vendor Partner Management, you will serve as a subject matter expert and strategic force across our highest-priority customer success partnerships. You will shape how we deliver excellence at scale - designing programs, influencing cross-functional strategy, and driving complex initiatives with a high degree of autonomy. You are a critical connector between internal teams and external partners, and a key voice in how we evolve our service delivery model.

Responsibilities
Key Responsibilities

Partner Management & Service Delivery
  • Serve as the primary strategic lead for multiple high-impact vendor/BPO relationships, responsible for driving operational excellence and measurable business outcomes.
  • Own KPI performance across CSAT, AHT, and Issue Resolution, conducting deep root-cause analysis, driving performance improvement plan accountability, and escalating systemic issues to senior leaders with clear improvement paths.
  • Lead Weekly and Monthly Business Reviews (WBRs/MBRs) with analytical rigor, ensuring partners deliver data-driven pre-reads, own performance gaps, and execute on improvement actions with urgency.
  • Monitor staffing delivery against capacity plans in real time, partnering with WFM to address intraday gaps and maintain supply-demand alignment.
  • Act as the primary escalation and advocacy point across internal stakeholders, influencing resolution paths and shaping long-term operational improvements.

Strategic Programs & Transformation
  • Lead cross-functional initiatives that improve support delivery, expert experience, expert readiness, and tooling across vendor networks.
  • Shape how our engagement models are operationalized across partner-initiated flows, translating engagement types (testing/piloting, service guidance, comms/cascade, VOE, strategy alignment) into clear governance routines and partner accountability structures.
  • Champion expert readiness ensuring change management, training design, and cascade coordination are built into initiative planning from the outset.
  • Serve as a trusted advisor across CX, Product, Ops, and Finance to inform experience design and scaling decisions at an organizational level.
  • Drive service innovation by designing and piloting new staffing models and workflows, working closely with internal technology and CX teams to bring new approaches from concept to execution.

Data-Driven Insight & Impact
  • Synthesize complex, multi-source data, including Expert Performance dashboards, Customer Insights, and Staffing Scheduled vs. Delivered reports, into compelling business insights and strategic recommendations for senior leadership.
  • Develop performance frameworks and analytical models that assess the health of partner relationships, identify root causes, and quantify the ROI of strategic initiatives.
  • Build and maintain executive-level reporting on partnership performance, initiative impact, and expert readiness trends.

Change Leadership & Innovation
  • Lead change management for complex, multi-partner initiatives, navigating sensitivity levels, managing narrative coordination, and ensuring service delivery managers are prepared before any change reaches the expert network.
  • Champion innovation by introducing new approaches to service delivery and partner operations, and by helping cross-functional partners understand the execution requirements their initiatives create for the expert network.
  • Model and advance a culture of continuous improvement, bold thinking, and operational excellence across the partner ecosystem.


Qualifications
Qualifications

  • 10+ years of leadership experience in Vendor Partner Management, Customer Experience, Business Operations, Program Management, or Strategic Partnerships
  • Proven track record managing BPO/vendor partnerships, with a focus on performance management and relationship development across senior stakeholders
  • Fluency in contact center KPIs (CSAT, AHT, Issue Resolution) and deep experience running WBR/MBR cadences, performance improvement plan protocols, and performance accountability frameworks
  • Experience shaping or operationalizing engagement model governance, change management coordination, and bidirectional partner governance in large-scale service delivery environments
  • Strong analytical and storytelling skills - able to synthesize complex data into compelling business insights and recommendations for senior audiences
  • Experience driving large, cross-functional initiatives and influencing stakeholders autonomously across Product, Ops, and Finance
  • Comfortable operating with significant autonomy in ambiguous, fast-moving environments with a consistent focus on scalable solutions
  • Bachelor's degree required; MBA or advanced degree preferred

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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:

The expected base pay range for this position is:
Toronto, Ontario $148,500- $201,000

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.

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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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