Director, Business Operations & Program Management

Overview People who work for themselves fuel our economy. In the US, small businesses employ 60% of the workforce and create 80% of new jobs. Often, the odds are stacked against them with 50% failing in the first 5 years. Intuit’s Small Business and Self-Employed Group (SBSEG) is devoted to Intuit’s mission to power prosperity across the world especially for the millions of Small Business owners struggling to get paid, get capital, stay compliant and grow their business. The Customer Success organization manages over 400M digital customer interactions powered through AI/ML driven experiences and 13M+ assisted interactions through our virtual expert network of over 20k professional advisors and product experts delivering confidence and ease with trusted expert advice. Be part of a data savvy tech led services-based organization that champions a culture where we are never satisfied losing a customer. We are no longer downstream support operations but a key embedded feature of our current design and iteration of products.
The Customer Success team is looking for a Director of Business Operations and Program Management to help accelerate the transformation of our Customer Success organization. This leader will lead a team of 15+ Business Operations and Program Management professionals to accelerate the organization’s highest priorities by driving alignment, accountability and operational rigor across the organization. The right candidate will be a well-rounded and strategic thinker, be a boundaryless leader looking for creative ways to overcome challenges, and serve as a talent steward. They should be highly motivated to succeed, and empower their team to do so, in an influential manner, that engenders trust and confidence at all levels across the organization. What you'll bring

• 10+ years in business operations, program management, or related operations role, ideally at a high-growth technology company.
• Proven experience ensuring revenue and efficiency goals are achieved through the balancing of both the short and long term strategy.
• Excellent leadership skills; comfortable working in ambiguity and demonstrated ability to work in a matrix environment and ability to both influence and develop strong partnerships at all levels.
• Strong communicator who knows how to translate analysis into business insights and objectives, and communicate objectives, plans, status and results clearly.
• Solutions-oriented, with a track record of identifying and implementing creative solutions.
• Strong coach and experience in building high performing organizations.
• Experience driving large-scale strategic initiatives.
• Strong business acumen, backed by a data-driven foundation.
• Entrepreneurial mindset, bias for action and a passion for delivering great customer experiences.
• Willing to travel 10% of the time to work directly with distributed team members.

How you will lead

• Lead a high performing Business Operations to drive the overall strategy and planning process for the organization; drive the day-to-day business operations of the organization, including 3 and 1 year planning processes, as well as annual and quarterly goal setting and tracking. Work in close collaboration with the leadership team to deliver the annual plans, identifying and prioritizing opportunities and risks.
• Lead a high performing Program Management team to drive the delivery of the organization’s highest priority programs; scale program management processes and tools to the wider organization in order to promote greater operational rigor.
• Develop in-depth understanding for what Customer Success investments drive customer experience improvements, operational performance, and customer growth & retention; surface and help attack complex, cross-functional high-priority problems or initiatives through hands-on engagement.
• Build strong relationships and lead through influence with leaders of teams across the ecosystem and company. Serve as the connective tissue across functions, business units, and customer segments, bringing teams together to foster collaboration, improve decision-making, and maximize opportunities to deliver breakthrough value for customers, end-to-end.