Principal Platform Product Manager, Machine Learning

Overview

Intuit is a leading software provider of business and financial management solutions for small and mid-sized businesses, consumers, financial institutions and accounting professionals. You probably know us by our flagship products, QuickBooks, Quicken and TurboTax.

We're looking for a creative problem solver with deep technical knowledge of the AI/ML space and a passion for innovation and collaboration to join the Customer Success Platform team as the Principal Product Manager for Machine Learning. This key role will own the strategic direction, executable roadmap and measurable outcomes for the AI and Machine Learning Platform that powers all Intuit Customer Success experiences across all online, mobile and desktop products, as well as the Intuit's support website. Intuit's Customer Success ML Platform plays a foundational role in anticipating customer issues and concerns, tailoring self-help experiences to optimize speed to answer, and connecting to the best expert through the best channel to delight the customer.

What you'll bring

• 7-10 years of combined Machine Learning and Technical Product Management experience
• Passion for delivering great outcomes through an awesome customer experience
• Experience researching AI/ML industry trends and applying to product strategy & roadmap
• Proven ability to partner effectively across functions with the ability to gain shared vision on challenging decisions and priority trade-offs.
• A proven track record of successfully implementing and evaluating deep learning and machine learning models on real-world structured and unstructured data
• Strong combination of theoretical knowledge and hands-on experience in data labeling, data mining, feature selection, dimensionality reduction, statistical techniques, regression analysis, and machine learning / deep learning algorithms
• Solid fundamentals with knowledge of machine learning / deep learning algorithms, classification, clustering, regression, reinforcement learning, CNN, RNN, probability theory, and algorithm design
• Mastery of natural language processing and text analytics (BERT, BiLSTM, LDA, word2vec, doc2vec, fasttext, etc.)
• Superior communication and presentation skills, including the ability to communicate complex technical issues simply and convincingly to drive fast decisions
• Familiarity with Big Data frameworks (e.g. Hadoop, Hive, Spark, etc)

Preferred Qualifications:

• MS or PhD degree in Computer Science, Artificial Intelligence, Machine Learning, or related technical field.
• MBA from a top program

How you will lead

• Define and implement a next-generation Customer Success ML platform strategy, partnering with the Intuit AI and data organizations to represent and align across Intuit's Customer Success Digital Platforms, Operations, and Expert Network organizations
• Define the tailored customer ML experience for Customer Success, partnering with our content, product management and experience design teams
• Establish and manage the ML roadmap for Care, leading trade-offs among priorities, strategic bets and other considerations
• Serve as the single point of contact for Customer Success ML models, establishing strong partnerships with key partners across Intuit
• Clearly articulate Customer Success vision, strategies, priorities and desired outcomes with key partners across Intuit
• Leverage usability studies, business and product usage data, external industry trends, and metrics to generate insights and improve ML model performance