Intuit Senior Leader, Partner Management in Plano, Texas

Overview

At Intuit we strive to delight our customers every day. In this role you will be a key member of the PCG Modern Operations leadership team and accountable to manage large partner engagements to deliver an exceptional customer experience. In addition you will be responsible for leading initiatives to shape the future of how sourcing is done in customer success. This position will play an integral role in driving the sourcing strategy, framework and partner footprint for PCG and across Customer Success. You will be responsible for forging trusted relationships with outsourced partners and act as a boundary-less, strategic thought-leader to achieve transformational business and customer outcomes.

Responsibilities

  • Lead multiple partner relationships and drive improvements in overall partner performance, consistency and rigor

  • Lead contract terms, pricing and negotiation strategies with existing and new partners

  • Drive Partner and footprint initiatives, as well as ongoing partner volume allocation models and process

  • Lead new partner and site selection/implementation across US and Canada

  • Identify and implement process improvements to impact customer experience and business outcomes

  • Represent partner needs and advocate for internal process changes, working with the respective internal functional teams

  • Cultivate positive working relationship with our partners, creating an environment of shared trust and innovation

  • Manage partner related budget tracking and execution

  • Manage sourcing experiments and related program management aspects for Customer Success

  • Partner with Customer Success leaders, cross BU customer success teams and Intuit central functions to define, strategize and deliver on the multi-year sourcing strategy for PCG

  • Play an integral part in the One Intuit Customer Success sourcing track and lead Intuit wide initiatives

  • Develop and execute on a partner and footprint strategy for PCG Customer Success with a focus on building the workforce of the future

  • Strategic partner to Customer Experience Delivery, Learning & Development, Technology Innovation and Operations internal stakeholders

  • Develop and maintain multi-year partner roadmaps, including overall partner portfolio strategy and partner footprint recommendations

  • Bring-in external best practices, industry learnings and trends to inform our partner strategy, relationships and how we execute

  • Strategic thought-leader as part of PCG customer success partner management Leadership team

  • Create and conduct supplier assessments and development plans including supplier evaluation processes, quarterly and annual business reviews, and relationship scorecards

  • Drive ongoing assessment of site performance, based on partner strategy and roadmap

  • Act as escalation point and voice of partner to remove roadblocks hindering partner’s ability to deliver for customers

The ideal candidate for the role:

  • Puts customer first. No matter what!

  • Is a leader that lives the Intuit values EVERY moment and believes that “What” weachieve is important but “How” we achieve is more important

  • Has the ability to influence and drive change at all levels of the organization

  • Utilizes escalation as an effective tool in a timely manner to eliminate barriers that standin the way of delivering for our true north stakeholders

  • Understands the difference between influence and persuasion and is experienced inleveraging both based on the situation

  • Is not afraid to fail and believes that rapid experimentation is the only way to validate anyhypothesis

  • Operates with velocity and a bias for action

  • Measures success by way of outcomes and not activities

  • Challenges the status quo in the world of sourcing and partner management and is achange agent driving major organizational transformation with velocity

  • Experienced in delivering outcomes at scale by leading programs end to end

  • Possesses Strategic & Analytical thinking and execution rigor as primary strengths

Qualifications

  • Experience in BPO, Outsourced partner management & sourcing is preferable, not required

  • Outstanding business acumen with a customer obsession, who hits the sweet-spot of being strategic and hands-on

  • Demonstrated strength in understanding of customer needs and integrates insights into offerings that “delight” our customers

  • Proven, solid decision making process… balancing principles and data along with judgment

  • Demonstrated experience as a true self-starter that can quickly and independently assess business requirements and become a trusted and integral part of the leadership team

  • Demonstrated open and frequent communications at all levels of the organization with a genuine empathy and commitment to the development needs of the organization

  • Energize the organization to drive continuous improvement and explore and implement creative ideas to significantly improve performance

  • Lead complex change in the organization by articulating a clear case for change and then gaining shared vision with employees through effective, frequent and timely communication

Intuit is an equal opportunity and affirmative action employer. We make employment decisions without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, pregnancy, or any other basis protected by federal, state or local law. If you’d like more information about your EEO rights as an applicant, please click here http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf

Intuit is committed to diversity in the workplace and strives to support candidates with disabilities. We provide reasonable accommodation to known physical or mental limitations of otherwise qualified employees or applicants for employment, including providing alternative methods of applying for employment for individuals unable to submit an application through this site because of a disability. If you have a disability and need assistance with any part of the application or interview process or have questions about workplace accessibility, please talk with your recruiter or email TalentAcquisition@intuit.com.