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Intuit is seeking a Principal Product Manager to define and drive the strategy and roadmap for Conversational Intelligence, an AI platform within the Virtual Expert Platform (VEP) that powers Intuit's multi-billion-dollar expert services business including TurboTax Live and QuickBooks Live.
The Conversational Intelligence platform is a multimodal-first, real-time system that understands customer-expert conversations as they happen, delivering real-time guidance, quality measurement, and learning. Operating across tens of thousands of experts, roughly 100 million customers, and billions of minutes of voice, video, screen-share, and chat annually, it serves as the authoritative source of truth for what happens in conversations and what to do about it.
Unlike traditional conversation analytics that transcribe-then-reason (losing tone and context, arriving too late), this platform reasons directly over audio, video, and screen streams in real time, understanding tone and intent, not just words, and delivering insights in under three seconds live in the conversation.
As the most senior individual contributor in this area, you will own the multi-quarter product vision for an AI system that moves beyond simple transcripts. You will lead through influence rather than a reporting line, setting direction for engineers, applied-AI scientists, designers, and business partners, and making hard calls that determine whether AI genuinely makes experts and customers better.
Key responsibilities include: defining and owning the multi-year vision and strategy; making hard architectural product calls (multimodal-first vs. transcript-based, real-time vs. batch, first-party vs. third-party, platform vs. point product); holding a clean platform-versus-product boundary to build one reusable intelligence engine; owning the roadmap end-to-end across data ingestion, real-time streaming, multimodal understanding, quality and trust, and self-serve onboarding; driving delivery of in-the-moment guidance meeting real-time latency bars (sub-three-second for chat, sub-1.5-second for voice); engaging deeply with experts, sellers, managers, and customers to understand real conversations; and defining success metrics reflecting both experience and platform health including insight quality, trust, coverage, latency, privacy/compliance, and adoption.
The ideal candidate is an AI-first product leader energized by hard, ambiguous problems at the intersection of large language models, real-time systems, and human expertise. You think in platforms, not features, and are fluent in modern AI (multimodal models, streaming inference, evaluation and trust, cost-latency-quality trade-offs) while remaining clear enough to make those trade-offs legible to executives. You believe AI should make human experts better, not merely cheaper, and obsess over systems that stay trustworthy in high-stakes, real-world moments.
