Principal Business Operations Manager - Customer Success Platform

Intuit • Mountain View, CA • 4h ago

Overview

We are seeking a strategic and operationally-focused Principal, Business Operations Manager to help shape and scale the operating model for Intuit's AI + Human Intelligence (HI) Customer Success Platform.

This leader will partner closely with senior executives to drive business performance, strategic planning, operating model design, and transformational initiatives that enable the organization to scale effectively. As a key member of the leadership team, you will help translate strategy into execution by establishing performance frameworks, informing investment and prioritization decisions, and leading initiatives that improve how the organization operates and delivers customer outcomes.

You will work across Customer Success, Technology Ecosystem, Intuit's Business Units, Finance, HR, and external partners to ensure the organization can execute against its strategic priorities, accelerate AI-enabled customer experiences, and deliver measurable business impact.

Responsibilities

Business Performance & Insights

Own the performance management framework for the Customer Success Platform, including KPIs, scorecards, operational reviews, and executive reporting. Analyze business performance, identify trends and risks, and provide actionable recommendations that improve customer, operational, and business outcomes.

Operating Model & Governance

Design and evolve the operating model that enables scalable delivery of AI + Human Intelligence customer success experiences. Establish governance mechanisms, decision-making frameworks, business rhythms, and accountability structures that improve execution and organizational performance.

Strategic Planning & Prioritization

Partner with leadership to drive annual and quarterly planning processes, define priorities, evaluate tradeoffs, and align investments against strategic objectives. Help ensure resources and initiatives are focused on the highest-impact opportunities for the business.

Operational Excellence & Partner Performance

Drive operational excellence across internal teams and outsourced partners by establishing performance frameworks, improving coordination, and identifying opportunities to increase efficiency, scalability, quality, and business impact.

Strategic Initiatives & Transformation

Lead high-impact, cross-functional initiatives that advance the Customer Success Platform's strategic priorities and improve organizational performance. Partner across Customer Success, Technology Ecosystem, Intuit Business Units, Finance, HR, and external partners to drive alignment, manage dependencies, remove obstacles, and ensure successful execution. Champion transformational efforts across people, process, and technology, leveraging automation, AI-enabled workflows, and change management to improve productivity, scalability, and customer outcomes.

Qualifications

Experience

10+ years of experience in business operations, strategy, consulting, operations leadership, or a related field. Proven track record driving business performance, organizational scale, and operational transformation in complex, cross-functional environments.

Business Operations Leadership

Demonstrated experience building operating mechanisms, managing business performance, driving strategic planning processes, and leading initiatives that improve organizational effectiveness and business outcomes.

Analytical & Financial Acumen

Strong analytical and problem-solving skills with experience using data to influence decisions, evaluate tradeoffs, and drive measurable outcomes. Experience building business cases, developing performance frameworks, and partnering with Finance on planning and investment decisions.

Operating Model & Execution Excellence

Experience designing governance structures, decision-making processes, and scalable operating models that improve organizational performance and execution.

Technology & Data Acumen

Experience leveraging technology, automation, analytics, and data-driven insights to improve operational scale, productivity, and customer outcomes. Ability to partner effectively with technical teams to operationalize new capabilities and ways of working.

Collaboration & Influence

Exceptional communication, relationship-building, and stakeholder management skills with a proven ability to influence across organizations and drive alignment without direct authority.

Executive Communication & Storytelling

Proven ability to synthesize complex business, operational, and technical topics into clear strategic recommendations and executive narratives for senior leadership and C-level audiences.

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 (https://www.intuit.com/careers/benefits/full-time-employees/) ). 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:

Southern California Area: $196,000 - $265,000

Bay Area California: $197,000 - $266,000

EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.

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