Overview

We are a high-impact, fast-moving Customer Success organization on a transformational journey. With bold goals and a deep obsession for both customer and expert experiences, we operate at velocity and with purpose to deliver measurable impact at scale. We're looking for a bold, strategic, and hands-on leader to join our passionate team and help us drive large-scale change across both internal operations and external partner ecosystems.

As a Staff-level individual contributor in Vendor Partner Management, you will lead multi-million-dollar customer success partnerships and deliver complex strategic initiatives that enhance service delivery, operational efficiency, and customer satisfaction. You will be a critical bridge between internal teams and external partners, ensuring we deliver excellence and innovation across every touchpoint.

Responsibilities

Partner Management & Service Delivery

Lead multiple high-value external partner relationships, driving performance improvement, operational consistency, and strategic alignment
Hold partners accountable to KPI targets across CSAT, AHT, and Issue Resolution — initiating and tracking performance improvement plans when performance falls below threshold
Facilitate Weekly Business Reviews (WBRs) and Monthly Business Reviews (MBRs), ensuring partners deliver data-driven pre-reads, own root-cause analysis, and execute on improvement actions
Build trusted relationships with senior leaders across partner organizations to co-develop goals and long-term success plans
Act as the voice of the partner internally, resolving escalations and clearing roadblocks that impede performance or customer experience

Strategic Programs & Transformation

Own and drive large-scale, cross-functional initiatives that impact customer support delivery, expert enablement, and operational scalability
Collaborate with internal stakeholders across Product, Operations, Finance, and Technology to co-design and execute strategic programs
Take full ownership of execution details, including program setup, milestone tracking, meeting orchestration, and risk management
Actively contribute to a culture of continuous improvement, bold thinking, and operational excellence

Data-Driven Insight & Impact

Monitor partner performance and staffing views, identifying improvement opportunities and building actionable strategies
Ensure staffing delivery against capacity plans, flagging intraday gaps and coordinating real-time coverage adjustments in partnership with workforce planning
Build executive-level insights to communicate progress, value, and impact of initiatives and partnerships

Qualifications

8+ years of leadership experience in Vendor Partner Management, Customer Experience, Business Operations, Program Management, or Strategic Partnerships
Proven track record managing BPO/vendor partnerships, with a focus on performance management and relationship development across senior stakeholders
Experience with contact center KPIs, WBR/MBR cadences, and performance management frameworks
Familiarity with expert enablement, change management coordination, and readiness processes in BPO or large-scale service delivery environments
Bachelor's degree required; MBA or advanced degree preferred
Strong business acumen and customer-centric mindset, with the ability to balance high-level strategy and hands-on execution
Demonstrated experience as a self-starter that can quickly and independently assess business requirements and become a trusted subject matter expert
Deep analytical skills and comfort with data; able to drive insights, make decisions, and communicate findings effectively
Experience leading complex, multi-stakeholder initiatives across functions with measurable business impact
Demonstrated resilience, initiative, and ability to adapt in fast-paced, evolving environments

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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). 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.

Staff Vendor Partner Manager, Intuit Customer Success