Staff Program Manager

Come join the Intuit Customer Success team in TurboTax Live where you will play an integral role in scaling services that serve millions of customers every year while being at the forefront of driving company growth.

We are looking for a driven, results-oriented leader with deep program management and Business Operations experience, helping to drive strategic cross-functional programs across the Consumer Group Service Delivery team.

This role will partner across the business to deliver world-class program management against key milestones and deliverables for the team by building end-to-end process and communication optimization.

If the following job requirements and experience match your skills, please ensure you apply promptly.

As a Program Management leader, this role will work in a small PMO team, spearheading the structure and processes that will unlock velocity and transparency across dependent teams working on our highest priority programs.

This leader will have deep customer empathy, strong execution capabilities and a data-driven decision-making mindset, combined with a proven track record of building strong business partnerships.

Responsibilities

• Drive complex programs using best practices for initiating, planning, and executing intermediate-to-large scale cross-functional critical programs that empower teams to achieve successful outcomes.
• Anticipate and document risks and opportunities and proactively manage the balance of both to avoid blockers and drive for best outcomes.
• Communicate deep program details and high-level program progress summaries across all levels of the organization, including senior company leaders and front-line customer success.
• Drive program teams toward strategic goals and executional milestones by creating timelines and milestones, managing dependencies, and removing obstacles.
• Build program management processes with a focus on scalable, tech-led and / or automated solutions while training the organization to leverage best practices.
• Lead with a clear vision, staying focused on the customer problem and galvanizing teams around clearly defined success measures.
• Drive winning results, allocating time and resources to what’s most important and making fast, data-driven decisions including ruthless prioritization and extreme ownership for outcomes.

Minimum Requirements

• 3-5 years of experience driving complex programs leveraging industry-wide Program Management best practices.
• A breadth of experience interacting across cross-functional teams - especially Customer Success, marketing, Product, business analytics, technology and operations teams.
• Strong understanding of and proven experience with program management best practices, methodologies, and tools.
• Demonstrated effectiveness in developing and maintaining key performance indicators (KPIs) and metrics to track the effectiveness of planning and program management activities that measure overall progress against broader sets of goals and outcomes.
• Proven ability to skillfully use data to drive challenging discussions, align disparate leaders on program outcomes and communicate program progress, outcomes and risks to all levels of the organization.
• Effective partnership that quickly earns the trust of program sponsors and key stakeholders; mobilizes and motivates teams;

sets direction and approach; resolves conflict; delivers tough messages with grace; executes with limited information and ambiguity.

• Excellent balance of people, organizational, and technical skills, and can execute and deliver successfully in situations in a highly matrixed organization.
• Outstanding communication skills combined with clear and compelling storytelling abilities that influence a variety of stakeholders from front-line customer success teams to seasoned senior leaders.
• Comfortable leading under new, ambiguous and / or changing conditions with proven problem-solving and decision-making skills.
• Passionate about delivering for customers and experts while driving successful business outcomes to drive business success.
• Program Management or PMP certification preferred.

Up to 20% travel required.

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