Group Product Manager, Autonomous Ops: Virtual Expert Platform

About the role

The Virtual Expert Platform (VEP) team sits at the center of how Intuit connects customers to trusted guidance—through Human Intelligence (HI), AI-powered experiences, and deeply integrated AI + HI workflows. VEP powers a multi-billion-dollar Services business (including QuickBooks Live and TurboTax Live), enhances Customer Success by combining AI with human expertise, and enables Sales and Growth motions by connecting prospects and customers to the right expertise at the right time. VEP delivers configurable, reusable platform capabilities that connect customers and small- and mid-market businesses to many forms of expertise—ranging from self-help and AI-assisted experiences to live, real-time expert engagement—across all Intuit products.

Responsibilities

Product Vision & Strategy

- Define and own the product vision and strategy for the Virtual Expert Platform, with a strong focus on AI, HI, and AI + HI experiences that deliver exceptional customer and expert outcomes. - Ensure the platform enables seamless, reliable, and scalable connections between customers and experts across Intuit’s ecosystem. - Align platform strategy with Intuit’s broader Services, Customer Success, and Growth objectives.

Roadmap Ownership & Execution

- Lead roadmap development and execution across autonomous core platform capabilities such as forecasting, planning, AI-driven scheduling and real time data and decisions. - Make clear, data-informed prioritization and investment decisions across features, platform foundations, and cross-system integrations.

Customer & Expert-Centric Thinking

- Engage deeply with customers, experts, and service delivery teams to understand end-to-end journeys and operational realities required for an autonomous operations platform. - Translate lived experience and qualitative insights into scalable product solutions and measurable improvements.

Outcome-Driven Leadership

- Define success metrics that reflect both customer/expert experience and platform health, including AI-driven and hybrid experiences. - Use data, experimentation, and feedback loops to continuously improve outcomes.

People Leadership

- Lead, coach, and develop a high-performing team of product managers, setting a strong bar for product craft, ownership, and impact. - Foster a culture of accountability, learning, and customer obsession. - Help raise the bar for product leadership and execution excellence across platform.

Cross-Functional Partnership

- Partner closely with engineering, design, data science, and strategic business partners (Operations/Service Delivery) to embed the AI system and achieve scalable, autonomous solutions. - Act as a unifying force across teams to drive clarity, alignment, and execution velocity.

Qualifications

Operations & Platform Leadership Experience

- Must have 8+ years of product leadership experience building and scaling complex platforms or workforce management systems, with demonstrated deep expertise in the end-to-end operational lifecycle in forecasting, planning, scheduling, and real-time operations. - Proven hands-on track record of driving a paradigm shift toward autonomous, AI-driven systems that continuously predict and optimize outcomes in high-stakes, large-scale service environments. - 8+ years of product management experience, including people leadership, with a strong track record of building and scaling complex platforms or customer-facing systems. - Experience in platforms, marketplaces, services, communications, or AI-enabled products is a strong plus. - Proven ability to lead high-impact product areas end-to-end (E2E), from strategy through execution, delivering meaningful customer and business outcomes.

Analytical & Data-Driven

- 8+ years in a product leadership role demonstrating excellent analytical skills, using data, experimentation, and qualitative insights to inform decisions and measure success.

Technical Fluency

- 8+ years in a product leadership role engaging in technical discussions related to scalable platforms, AI-enabled systems, and reliability-critical services.

Strongly Preferred Qualifications as a Product Leader

- Thrives in Ambiguity - Demonstrated ability to take open-ended, cross-cutting problems and translate them into clear product vision, strategy, and executable plans. - Strategic & Systems Thinking - Ability to think holistically about customer journeys, expert workflows, AI systems, and platform tradeoffs. - Customer & Expert Obsession - Deep passion for understanding customer and expert needs and for building products that work in real-world, high-stakes environments. - Cross-Functional Leadership - Proven ability to influence and align senior stakeholders and cross-functional teams in a matrixed organization. - Executive Presence & Communication - Strong executive communication skills, with the ability to clearly articulate product strategy, tradeoffs, and outcomes.