Intuit · 1 day ago
Group Manager, Product Support - Global Business Solutions Group
Mountain View, CA
Full-time
Hybrid
Director/Executive
$190K/yr - $258K/yr
10+ years expIntuit is a leading company in financial software and services, and they are seeking a Group Manager of Product Support to lead a portfolio of external partners and internal experts. This role focuses on delivering world-class support experiences for global customers while driving performance and innovation in service delivery.
AccountingFinancial ServicesFinTechPaaSSoftware
Responsibilities
Define and implement a forward-looking vision for talent and delivery that scales with our product growth and customer base
Champion a customer and Expert experience focused environment. Drive the Expert Network delivery teams and work with partners to deliver experiences that build relationships with our customers, resolve customer issues, attract, and retain our Experts, and create promoters across both groups
Champion the voice of the customer internally and ensure customer feedback is translated into actionable insights
Build a proactive, empathetic support culture focused on rapid resolution, delivering expertise, transparency, and trust
Lead the operational performance of support services, ensuring delivery on experience metrics, operational efficiency, and budget targets
Act as a strategic partner in evolving our service model and support footprint, especially for high value and complex customer segments
Design and implement scalable solutions that align partner capabilities with evolving customer expectations and product needs
Foster a culture of continuous improvement, working with internal 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
Collaborate with Ops Strategy & Finance to develop and deliver on aligned operational and financial goals
Provide thought leadership on the strategic direction of the partner ecosystem, shaping service delivery approaches and partner sourcing strategy
Establish and lead partner 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
Work closely with technology, automation, and enablement teams to bring platform-powered tools and AI to operations, enhancing efficiency and support quality
Champion a culture of customer and expert advocacy, driving a mindset of excellence and ownership across partner ecosystem
Inspire, coach, and lead teams, fostering a culture of transparency, empowerment, and high performance
Qualification
Required
Proven track record of success and significant experience in a fast-paced organization, leading customer centric operations and teams
Customer Experience Advocate: 10+ years of leading customer experience, removing friction and delivering stellar human customer experiences
Premium Experience Delivery – experienced delivery leader for high value, complex mid-market/enterprise customer groups
Team & Talent Builder: Has substantial leadership experience and a proven track record as a talent steward with proven demonstrated history of hiring, leading and developing a high performing and engaged team. Experience leading large, scaled teams of over 1000+
Boundaryless Leader: Cross-functional leadership experience, partnering to influence different functions at all levels
Product & Business Acumen: Customer and expert champion with a design mind-set and demonstrated strengths in improving or designing new customers and expert experiences. Has developed clear and compelling business cases that support prioritization of work and investments
Customer Success & Support Expert: Proven ability to lead and develop large scale customer success teams and foster a high-performance culture through internal and partner workforce. Experience delivering customer experience for SMB's and high value and customers
Change Leader: Experience in a dynamic work environment, managing and executing complex system and organizational change initiatives at scale
Communication & Stakeholder Management: Exceptional written and oral communication skills, particularly in setting clear expectations and tailoring communication to diverse audiences, including clients, internal teams, and executive leadership. Proven ability to manage and resolve complex customer escalations
Bachelor's degree or equivalent practical experience, MBA or focus in Accounting/Finance a plus
Minimum of 10 years of experience primarily in service delivery or customer success in a people leadership role
Preferred
Domain Specific Experience (Preferred): Prior experience with Accounting, Tax and Bookkeeping domains would also be beneficial
Benefits
Cash bonus
Equity rewards
Benefits
Company
Intuit
Intuit provides financial software solutions to empower individuals and businesses.
10001+ employees
H1B Sponsorship
Intuit has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (693)
2024 (550)
2023 (586)
2022 (842)
2021 (773)
2020 (514)
Funding
Current Stage
Public CompanyTotal Funding
$8.52BKey Investors
JP Morgan Chase
2025-01-31Post Ipo Debt· $4.5B
2023-09-12Post Ipo Debt· $4B
2011-01-19Post Ipo Equity· $6.7M
Leadership Team
Sasan Goodarzi
Chief Executive Officer
Alex Balazs
Chief Technology Officer
Recent News
Small Business Trends
2026-01-03
2026-01-02
2025-12-25
Company data provided by crunchbase