Senior Staff Product Manager, Customer Support (Mailchimp)

Intuit • Mountain View, CA

77d • $196,500 - $266,000

About The Position

Intuit, the global technology platform dedicated to powering prosperity, is seeking a dynamic Senior Staff Product Manager to spearhead Customer Support strategy and execution within its Mailchimp brand. This role presents a key opportunity to enhance the support experience for millions of users, a critical component of the customer lifecycle and one of the biggest levers in customer retention. The ideal candidate will be a driving force in defining and executing the product vision and strategy for Customer Support. This will involve a deep understanding of the Mailchimp platform and a passion for creating a seamless, intelligent, and effective support ecosystem. The Senior Staff Product Manager will be instrumental in identifying and prioritizing customer needs, leveraging data and AI to deliver proactive and scalable support solutions. This is not just about product features; it's about reimagining the entire customer support journey, encompassing live help, self-help, and critical moments of intervention, with the ultimate goal of making customer support a true differentiator for Mailchimp, particularly for SMB and mid-market businesses.

Requirements

• 8+ years of experience in product management, with a significant focus on customer support, platform-based products, or related experiences at scale.
• Demonstrated success in developing and executing product strategies that have led to measurable improvements in customer satisfaction and operational efficiency.
• A deep understanding of support and marketing technology platforms, ecosystems, and best practices.
• Strong analytical and problem-solving abilities, with a proven track record of using data to inform decision-making and uncover new opportunities.
• Exceptional communication and storytelling skills, with the ability to articulate complex product concepts to a variety of audiences.
• Proven ability to influence and collaborate effectively across all levels of a dynamic and fast-paced organization.
• A Bachelor's degree in a relevant field is required; an MBA or other advanced degree is considered a plus. Equivalent experience will be considered.

Responsibilities

• Define the Vision: Develop and champion a clear product vision and strategy for Marketing Support that aligns with the broader company goals of customer engagement and retention.
• Lead the Roadmap: Own and manage the product roadmap for support initiatives, prioritizing features that deliver the most significant value to customers and the business.
• Drive Execution: Oversee the entire product lifecycle, from initial ideation and user stories to launch and subsequent iterations, ensuring high-quality and timely delivery.
• Champion the Customer: Act as the voice of the customer, deeply understanding their support needs and translating those insights into intuitive and effective product solutions.
• Measure and Optimize: Define and analyze key performance indicators to measure the success of support products, continuously seeking opportunities for improvement and growth.
• Collaborate Cross-Functionally: Work in close partnership with a variety of teams, including engineering, design, data science, and go-to-market teams, to deliver integrated and effective support solutions.

Benefits

• Competitive compensation package with a strong pay for performance rewards approach.
• Eligible for a cash bonus and equity rewards.
• Benefits in accordance with applicable plans and programs.
• Regular comparisons across categories of ethnicity and gender to drive ongoing fair pay for employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree