Staff Customer Experience Professional, GBSG Product Support

Intuit • San Diego, CA

107d

About The Position

Join our Customer Success organization as a Customer Experience professional, leading a portfolio of external partners responsible for delivering world-class support experiences for our SMB customers. You'll play a pivotal role in crafting our partner strategy, setting a high bar for performance, and driving innovation in service to operational excellence. This is a critical role at the center of our service transformation, focused on optimizing how we deliver expert-driven customer experiences across multiple channels and geographies. As we transform our approach to Customer Success, this role will help shape how our experts foster customer loyalty, retention, and power revenue growth. You will be part of a team responsible for driving performance across multiple strategic partners, with accountability for experience quality, efficiency, and alignment to our business goals. As a senior leader, you will contribute to the strategic vision for partner operations, develop strong cross-functional relationships, and implement programs that position customer success as a strategic differentiator for our Small Business customers.

Requirements

• 7+ years of experience leading customer success delivery and vendor/BPO partnerships, with proven success in managing multi-site or global teams.
• Track record of leading complex partner ecosystems, including performance management, escalation handling, and strategic relationship building.
• Proven ability to operate cross-functionally, partnering with CS segment partners, Product, Finance, Ops, and Tech teams to improve customer and expert experiences.
• Expertise in developing and implementing customer journey improvements, operational playbooks, and scalable support solutions.
• Strong analytical and business acumen, with the ability to build compelling business cases, forecast impact, and manage budgets.
• Demonstrated ability to navigate ambiguity, drive change, and lead complex initiatives with urgency and clarity.
• Excellent communication skills-verbal and written-with the ability to represent the team and strategy to senior leadership.
• Bachelor's degree required; MBA or relevant graduate degree preferred. Equivalent work experience will be considered.
• Experience with contact center platforms and CX technology (e.g., AI, RPA, knowledge tools) is a strong plus.

Responsibilities

• Elevate the Customer and Expert Experience - champion customer and expert experience excellence, driving partner teams to deliver high-quality outcomes that resolve customer issues, drive satisfaction, and deliver meaningful improvements to our expert environment.
• Drive Rigor in Execution - lead the operational performance of vendor-delivered support services, ensuring delivery on experience metrics, operational efficiency, and budget targets.
• Innovate and Scale Solutions - Act as a strategic partner in evolving our service model and support footprint, influencing the next evolution of our partner delivery.
• Design and implement scalable solutions that align partner capabilities with evolving customer expectations and product needs.
• Foster a Culture of Continuous Improvement - working with our internal Thrive and partner teams to identify and remove friction, experiment with new approaches, and enhance frontline capabilities.
• Drive end-to-end strategic alignment - across product, sales, and customer success to support integrated customer and expert journeys.
• Partner with forecasting, demand, and analytics teams to enhance accuracy in planning and drive accountability to performance targets.
• Provide thought leadership on the strategic direction of the vendor partner ecosystem, shaping service delivery approaches and partner sourcing strategy.
• Establish and lead partner performance - calibration and governance processes, ensuring consistency in quality, experience, and accountability across all vendors.
• Thrive in a high-change environment, leading with agility and embracing continuous evolution.
• Foster AI and technology progress - work closely with technology, automation, and enablement teams to bring platform-powered tools and AI to vendor operations, enhancing efficiency and support quality.
• Champion a culture of customer and expert advocacy, driving a mindset of excellence and ownership across the vendor partner ecosystem.
• Inspire, coach, and lead internal partner management teams, fostering a culture of transparency, empowerment, and high performance.

Benefits

• This role will require collaboration across multiple teams, it will require up to 25% travel.

What This Job Offers

• Career Level: Senior
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree