Principal Business Operations Manager - Customer Success Platform

Responsibilities

• 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.
• 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.
• Partner with leadership to drive annual and quarterly planning processes, define priorities, evaluate tradeoffs, and align investments against strategic objectives.
• 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.
• 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

• 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.
• Demonstrated experience building operating mechanisms, managing business performance, driving strategic planning processes, and leading initiatives that improve organizational effectiveness and business outcomes.
• 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.
• Experience designing governance structures, decision-making processes, and scalable operating models that improve organizational performance and execution.
• 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.
• Exceptional communication, relationship-building, and stakeholder management skills with a proven ability to influence across organizations and drive alignment without direct authority.
• 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 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.