Director of Product Management, Mid-Market Customer Delight & Retention

at  Intuit

OVERVIEW

Intuit’s Small Business and Self-Employed Group (SBSEG) has a vision to be the leading provider of integrated business tools and expert services for small businesses sized 10-100 employees (small business mid-market segment), with solutions that can be customized for unique business needs at every stage of the business lifecycle. We deliver a completely connected solution that consists of QuickBooks Online Accounting products, QuickBooks Workforce Solutions including Online Payroll and Time, QuickBooks Online Payments and Bill Pay, Mailchimp, and deep integrations with 3P apps - at a disruptive price and packaged and serviced as a flexible unified solution. Our offerings provide businesses comfort and security: expert help is always available, their employees have the tools to get their jobs done easily and efficiently, and they can remain in our ecosystem as they grow.
As we expand our offerings to both QB Advanced and the new Intuit Enterprise Suite and we transform this team from being product-focused to being customer audience-focused, we need to quickly grow our product management leadership to address existing gaps in our product operations across the MM audience, deliver on our Mid Market ecosystem promise of “better together”, deliver against the new expectations of these enterprise-like customers and accelerate our product strategies in industry verticals, global and accountants. This new product leadership role will lead to critical customer impacts in the areas of customer delight and retention for our high-end offerings of QB Advanced and Intuit Enterprise Suite across our ecosystem.

• Defining our MM Ecosystem promise and creating a cross-functional, cross-ecosystem program that delivers on that promise, including key outcome metrics such as achieving Customer Effort Score of 60+ for the top 10 end-to-end ecosystem flows
• Implementing ProdEx practices across our MM audience product organization, setting goals, and tracking progress to achieve PRS MM score of 50 (MM, Adv and IES)
• Designing and executing a new customer-facing release management strategy that addresses the key pain points for customers while ensuring we can develop and test with high velocity as measured by % of detractors citing “too many changes” as their reason for detracting