Business Process Reengineering -BPR, Professional

About the role

The Office of Business Process Re-engineering (BPR) mission is to lead strategy and execution of an enterprise-wide service delivery model across the Intuit Customer Success organization that increases operational throughput — enabling teams to bring more programs to market with greater speed and clarity while eliminating barriers that slow execution at every level. By increasing operational throughput, ICS becomes a force multiplier to scale revenue and deliver measurable outcomes for customers and the business.

Responsibilities

- Partner deeply with Customer Success Business Units to understand not just how work is documented — but how it actually flows, breaks down, and could be reimagined - Build end-to-end process maps grounded in operational metrics, voice of customer, and voice of Expert data — turning complexity into a clear picture of where value is gained or lost - Identify gaps, redundancies, and ownership ambiguities and translate findings into enterprise-level reengineering recommendations - Earn trust as a credible thought partner across business unit stakeholders, influencing change without relying on direct authority - Collaborate with the full BPR team to connect individual business unit maps into a single, unified ICS End-to-End Process view - Formalize the operational backbone of ICS — including SLAs, SOPs, governance frameworks, and timelines — ensuring standards are not just designed but adopted and sustained - Champion a culture of process excellence and continuous improvement that shifts how the organization thinks about accountability, rigor, and the way work gets done

Qualifications

- 5+ years of experience in business process reengineering, process improvement, operational excellence, or a related field - Strong analytical and problem-solving skills with the ability to translate complex, ambiguous processes into clear, actionable frameworks - Demonstrated ability to build relationships and influence stakeholders without direct authority in a matrixed organization - Experience developing SOPs, SLAs, and operational standards - Strong experience in both tactical process design (step-level workflow logic) and operational process design (how work flows across teams, systems, and handoffs at scale) - Excellent written and verbal communication skills, with the ability to present complex information to both operational teams and senior leadership - Experience leading structured change management efforts — including driving process adoption, shifting organizational culture and behaviors, resolving ownership gaps, managing resistance, and ensuring new ways of working are sustained long after implementation. - Hands-on experience translating process design frameworks into technical requirements, serving as the connective bridge between operations and technology teams — converting business unit needs into clearly structured Business Requirements Documents (BRDs) that engineering and product teams can act on

Preferred Qualifications

- Experience working in a Contact Center, Back-Office Operations or Customer Facing Departments within technology companies, banking industry or enterprise consulting firms - Familiarity with enterprise tools and platforms supporting workforce management, learning & development, or incentive & compensation operations Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position will 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.