Principal Product Manager - GBSG Support Experience

GBSG’s Customer Support and Customer Experience for the Small and Medium Business team (SMB) is on a mission to reimagine the way we service our customers. The mandate is to reimagine the product support experience across key segments including Accountants, Mid-Market, SMB and Payroll.

We are seeking a highly skilled and innovative Principal Product Manager responsible for revolutionizing and delivering our vision of an AI-led “done-for-me world” for our Experts across the entire E2E experience. This will include reimagining key experiences including routing, knowledge management, and case management.

The ideal candidate will have a proven track record of delivering AI and other breakthrough technology and experiences at scale in close partnership with data scientists, designers, engineers, program managers, and senior leadership. You have demonstrated excellence in the core skills of PM, from deep customer empathy (the Heart), and strong analytical and data skills (the Brain), to rallying a team and an organization around the most important priorities (the Muscle).

You will join a collaborative and dynamic team of world-class product managers and cross-functional partners who are shaping a critical component of Intuit’s next phase of growth.

If you are passionate about solving customer problems, want to learn from the best and thrive in a role where people, processes, and AI-driven technology fuel growth and innovation, then we want to hear from you!

Responsibilities

• Conceptualize, identify, and spearhead the biggest opportunities to deploy Intuit Assist and other AI capabilities at key touch points of the expert journey to accelerate the quality of our services across Intuit products.
• Translate opportunities into a roadmap of strategies and tactics, provide clear prioritization using appropriate quantitative and qualitative measures, and drive alignment across stakeholders, including defining a small set of critical KPIs that measure the right outcomes.
• Create clear requirements that inspire cross-functional partners to conceptualize and ship awesome experiences where humans and tech work effortlessly and seamlessly side by side to delight customers.
• Hone the practice of iterating post-feature release to maximize expert adoption, including seeking the voice of the expert, never settling for good enough.
• Bring a structured approach to problem-solving, including data and pattern analysis to spot new trends. Turn insights into recommendations for experience and process improvements and efficiency gains.
• Raise the bar on yourself and your peers by continuously learning and sharing your learnings on AI/ML/related cutting edge technologies.
• Build product experiences that make AI-powered features intuitive, transparent and trustworthy for a diverse range of customers and bring a clear point of vew on where AI genuinely helps versus where it creates risk.
• Keep an outside-in view of the landscape by staying up-to-date on industry trends and best practices related to integrating AI/Gen AI models into our network operations.

Qualifications

• 10+ years of experience in product management, which includes experience implementing AI solutions
• Track record of listening and working closely with customers & partners to identify opportunities and convert them into inspiring visions, strategies, roadmaps, and priorities.
• Demonstrated ability to use structured, data-backed approach to prioritize and make decisions
• Reputation for being passionate about inspiring cross-functional teams to ship new innovations that also lead to driving big results
• Excellent collaboration and communication skills - leading execution and influencing across cross-functional teams and cross-org stakeholders
• Demonstrable technical depth and curiosity in SaaS software development - i.e. reading architecture, and design discussions with strong engagement with engineering and architecture teams. AI/ML expertise/experience a plus. Platform product management expertise is also a plus.
• At Intuit, we're intentionally building AI into how we define, build, and ship products — and we're committed to equipping our teams to work at the forefront of it. We look for product managers who are excited to bring AI into their workflow — using it to move faster, go deeper on customer insights, and focus their energy on the decisions that only human judgment can make. We're looking for PMs who are curious, eager to experiment, and excited to continually evolve how they work.
• Demonstrated ability to integrate AI tools into your product management workflow to improve quality, speed, or depth.
• Experience with Agile development and methodologies
• Undergraduate degree required; computer science preferable; MBA is a plus; equivalent experience will be considered.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at [1] Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is: $243,000 $328,500
References

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1. https://www.intuit.com/careers/benefits/full-time-employees/...Less

The expected base pay range for this position is:
Mountain View $243,000 - $328,500