We are a high-impact, fast-moving Customer Success organization on a transformational journey. With bold goals and a deep obsession for both customer and expert experiences, we operate at velocity and with purpose to deliver measurable impact at scale. We're looking for a bold, strategic, and hands-on leader to join our passionate team and help us drive large-scale change across both internal operations and external partner ecosystems.
As a Staff-level individual contributor in Vendor Partner Management, you will lead multi-million-dollar customer success partnerships and deliver complex strategic initiatives that enhance service delivery, operational efficiency, and customer satisfaction. You will be a critical bridge between internal teams and external partners, ensuring we deliver excellence and innovation across every touchpoint.
Responsibilities
Partner Management & Service Delivery
- Lead multiple high-value external partner relationships, driving performance improvement, operational consistency, and strategic alignment.
- Hold partners accountable to KPI targets across CSAT, AHT, and Issue Resolution - initiating and tracking performance improvement plans when performance falls below threshold.
- Facilitate Weekly Business Reviews (WBRs) and Monthly Business Reviews (MBRs), ensuring partners deliver data-driven pre-reads, own root-cause analysis, and execute on improvement actions.
- Build trusted relationships with senior leaders across partner organizations to co-develop goals and long-term success plans.
- Act as the voice of the partner internally, resolving escalations and clearing roadblocks that impede performance or customer experience.
Strategic Programs & Transformation
- Own and drive large-scale, cross-functional initiatives that impact customer support delivery, expert enablement, and operational scalability.
- Collaborate with internal stakeholders across Product, Operations, Finance, and Technology to co-design and execute strategic programs.
- Take full ownership of execution details, including program setup, milestone tracking, meeting orchestration, and risk management.
- Actively contribute to a culture of continuous improvement, bold thinking, and operational excellence.
Data-Driven Insight & Impact
- Monitor partner performance and staffing views, identifying improvement opportunities and building actionable strategies.
- Ensure staffing delivery against capacity plans, flagging intraday gaps and coordinating real-time coverage adjustments in partnership with workforce planning.
- Build executive-level insights to communicate progress, value, and impact of initiatives and partnerships.
Qualifications
- 8+ years of leadership experience in Vendor Partner Management, Customer Experience, Business Operations, Program Management, or Strategic Partnerships
- Proven track record managing BPO/vendor partnerships, with a focus on performance management and relationship development across senior stakeholders
- Experience with contact center KPIs, WBR/MBR cadences, and performance management frameworks
- Familiarity with expert enablement, change management coordination, and readiness processes in BPO or large-scale service delivery environments
- Bachelor's degree required; MBA or advanced degree preferred
- Strong business acumen and customer-centric mindset, with the ability to balance high-level strategy and hands-on execution
- Demonstrated experience as a self-starter that can quickly and independently assess business requirements and become a trusted subject matter expert
- Deep analytical skills and comfort with data; able to drive insights, make decisions, and communicate findings effectively
- Experience leading complex, multi-stakeholder initiatives across functions with measurable business impact
- Demonstrated resilience, initiative, and ability to adapt in fast-paced, evolving environments
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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.
The expected base pay range for this position is:
San Diego $147,500 - $200,000