Overview
Come join the Customer Success Digital Platforms Virtual Collaboration Team as a Group Product Manager, where you will foster an environment of technology innovation and customer obsession. In this role, you will be a key leader of a team of technically-minded Product Managers, co-creating to build technologies to enable AI-powered connections between customers to experts across all Intuit product lines. You’ll be a part of the Intuit Virtual Expert Platform, which delivers core common capabilities for all Intuit customers and products around the world, and plays a key role in driving customer benefit, growth, and long-term differentiation for the company. In joining the Intuit Platform team, you will lead end to end product strategy and execution surrounding Contact Channel Presentation, Expert Matchmaking and Proactive Intervention Experiences for Intuit and partner closely with product managers, architects, and designers across Intuit businesses to enable these awesome platform capabilities.
For this role we are looking for a trail-blazing Product leader with demonstrated AI and ML experience, coupled with extensive knowledge in building end to end contact channel experiences as a platform. This role will also lead a team of talented PMs to build a proactive interventions platform capability to enable multi-channel interventions (self-help, channels, email) and deploy proactive pre-authenticated experiences for out-of-product instances and enhance decision engines and ML models that enable intelligent/ targeted interventions.
What you’ll bring
- 8+ years of experience leading cross-functional teams to deliver best-in-class virtual collaboration services for customers with experience in Contact Us and Routing experiences
- Is data-driven with a proven track record identifying product experience success measures while working with analytics teams/tools to track KPIs
- Excellent communication skills – both oral and written and a track record of gaining the confidence executive management
- An exceptional drive – applying the nuances of influencing based on the situation, knowing when to push and when to ease, driving through designs, ideas, and roadmaps
- Has a ‘can do’ attitude with an entrepreneurial mindset and be comfortable working in a fast-paced, ambiguous environments
- A demonstrated passion for delivering superb customer experiences
- Learning mindset, curious, bold, self-aware and humble
- Experience developing and coaching high-performance teams
- Technical Product Management DNA and subject matter expertise in virtual collaboration; you have spent 8+ years building world-class SaaS-based products
- Strong background and experience in building contact/collaboration platforms and channels (chat/messaging, scheduling appointments, video/audio conferencing, telephony etc)
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Bachelor’s degree required. MBA or MS a plus. Equivalent professional experience will be considered
How you will lead
The Product Manager in this role is expected to demonstrate the following competencies and operate within these responsibilities:
- Builds and drive a bold vision for collaboration experiences with customers with a platform mindset
- Identifies new opportunities based on customer and competitive research, industry trends and best practices
- Translates vision into strategy and an execution roadmap to deliver measurable outcomes aligned to objectives
- Understands how to deliver platform capabilities and experiences that will be shared across multiple personas and customer archetypes
- Build strong working relationships with senior end executive leaders across Intuit teams to collaborate and co-create roadmaps
- Consistently works to optimize the broader organization operating model (process, people, structure, partnerships) and drives change to improve
- Creates and maintains momentum, helping teams move forward swiftly and with rigor, a learning mindset and a bias toward action
- Has deep experience in leveraging AI to enable personalized experiences which are contextually relevant
- Collaborates well with product management and design leaders in creating a vision and deliverables for Intuit ecosystem experiences