Intuit is seeking to enhance the customer support experience for millions of Mailchimp users, aiming to improve customer retention and make support a key differentiator, especially for SMB and mid-market businesses.
Requirements
- 8+ years of experience in product management, with a significant focus on customer support, platform-based products, or related experiences at scale.
- Demonstrated success in developing and executing product strategies that have led to measurable improvements in customer satisfaction and operational efficiency.
- A deep understanding of support and marketing technology platforms, ecosystems, and best practices.
- Strong analytical and problem-solving abilities, with a proven track record of using data to inform decision-making and uncover new opportunities.
Responsibilities
- Define the Vision: Develop and champion a clear product vision and strategy for Marketing Support that aligns with the broader company goals of customer engagement and retention.
- Lead the Roadmap: Own and manage the product roadmap for support initiatives, prioritizing features that deliver the most significant value to customers and the business.
- Drive Execution: Oversee the entire product lifecycle, from initial ideation and user stories to launch and subsequent iterations, ensuring high-quality and timely delivery.
- Champion the Customer: Act as the voice of the customer, deeply understanding their support needs and translating those insights into intuitive and effective product solutions.
- Measure and Optimize: Define and analyze key performance indicators to measure the success of support products, continuously seeking opportunities for improvement and growth.
- Collaborate Cross-Functionally: Work in close partnership with a variety of teams, including engineering, design, data science, and go-to-market teams, to deliver integrated and effective support solutions.
Other
- A Bachelor's degree in a relevant field is required; an MBA or other advanced degree is considered a plus. Equivalent experience will be considered.
- Exceptional communication and storytelling skills, with the ability to articulate complex product concepts to a variety of audiences.
- Proven ability to influence and collaborate effectively across all levels of a dynamic and fast-paced organization.
