Director Product Management, Practice Workforce Operations

Overview

Come join the Customer Success Virtual Expert Platform Team as a Director- Product Management Practice Workforce Operations platform where you will foster an environment of technology innovation and customer obsession**.** In this role you will lead a team of Technical PM’s that build technologies to enable AI powered connections between customers to experts across all intuit product lines. In this role 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 product strategy for the organization that powers the ability to plan, enable, and deliver the right expert workforce at the right time to fulfill the customer promise.

You will partner closely with product management and design leaders across Intuit businesses, and will directly manage the Experience design team for several domains including Planning and Onboarding for our Experts, Operations/Resource Mgmt and Expert Entity, Expert Lifecycle management_._ You will also help drive the product vision to power Intuit’s Live products ecosystem delivering a multi-billion dollar services business.

What you'll bring

• Leadership DNA and subject matter expertise in workforce operations management; you have spent 10-15+ years building world-class platform products that enable services base offerings
• Strong background and experience in workforce management eWFM platforms.
• A seasoned people leader who can effectively recruit, develop and retain top product talent
• Produced organizations that systematically and consistently drive smart strategy and incredible execution of awesome product experiences
• Exude passion for delivering superb customer experiences.
• 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.
• Learning mindset, curious, bold, self-aware and humble
• Experience developing and coaching high performance teams
• Demonstrated success in creating innovative products

How you will lead

We are looking for someone who:

• Has vast experience in enabling global workforce operations capabilities across planning, onboarding, real time monitoring and expert lifecycle management.
• Builds and drives a bold vision for workforce practice management experiences with a platform mindset.
• Experience in leveraging AI to enable personalized and intelligent capabilities enabling automatic decision making and recommendations.
• Deep understanding of data elements and infrastructure to power ops ML decisioning models
• Experience in building, forecasting, planning, scheduling, real time monitoring, load balancing capabilities.
• Translates vision into a strategy and an execution roadmap to deliver measurable outcomes aligned with our customer and business objectives
• 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
• Identifies new opportunities based on customer and competitive research, industry trends and best practices
• Data and metrics driven and who consistently delivers exceptional results, with a history of exceeding targets and objectives
• Builds strong working relationships with senior end executive leaders across Intuit teams
• Understands that you sit in the center of a cross functional universe and is adept at boundaryless leadership, knowing when and how to work with sales, marketing, customer service and others
• Cares deeply about the craft of building great products and is a master teacher of that craft
• Collaborate with product management and design leaders in creating a vision and deliverables for Intuit ecosystem experiences.