Group Program Manager, Expert Experiences & Change Management

Come join the Intuit Customer Success team as a Group Program Manager, accountable for a broad and exciting set of functions that enable our Expert Network teams to do the best work of their lives. You'll lead expert readiness, change management, expert insights, and expert testing. In this role you will consistently advocate to improve the experience for experts, leads, managers and operators within Expert Network.

Responsibilities

Expert Readiness & Change Management: lead the Change Management team, responsible for engaging with product, experts and process drivers to lead the planning efforts that ensure all changes are tracked, teams are prepared for changes impacting their work, changes meet the release standards, and there is a continuous cycle of feedback to change drivers. This includes creating a process for teams to follow when they want to release changes, clear definitions of "done" and partnering with Intuit Academy to provide training sessions for experts for significant changes.

Insights, Testing & Investigations: gather and leverage data and insights across the Expert Network to influence and drive awesome experiences that create an environment where Intuit is the employer of choice and it's easy for experts to delight our customers. This includes:

• Enable and support user acceptance testing to ensure new features and experiences meet user "certified" standard
• Drive for fast resolution of issues with engineering and product teams and communicate outcomes to impacted users
• Partner with frontline teams to review reported defects. Once triaged and confirmed, document defects in JIRA and engage with product management and product development teams to quickly assess, resolve, test, release fixes and close the loop with reporting teams
• Lead and evolve the expert survey, insight collection & reporting Strategy, such as expert survey design and cadence, including analysis and reporting, building dashboards and sharing implications and recommended action plans.

Develop & Manage a High-Performing Team: establish clear priorities and goals and create an environment of high accountability, growth and support. Provide ongoing coaching and feedback to help the team grow and thrive.