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Intuit is seeking a Principal Vendor Partner Manager to lead strategic vendor and BPO partnerships within the Customer Success organization. This is a high-impact, principal-level individual contributor role focused on driving operational excellence and measurable business outcomes across multiple critical vendor relationships.
Key responsibilities include:
**Partner Management & Service Delivery**: Serve as the primary strategic lead for high-impact vendor/BPO relationships, owning KPI performance (CSAT, AHT, Issue Resolution). Conduct root-cause analysis, drive performance improvement plans, and escalate systemic issues to senior leadership. Lead Weekly and Monthly Business Reviews with analytical rigor, ensuring partners deliver data-driven insights and execute improvement actions. Monitor staffing delivery against capacity plans in real time and act as the primary escalation point across internal stakeholders.
**Strategic Programs & Transformation**: Lead cross-functional initiatives that improve support delivery, expert experience, and tooling across vendor networks. Shape engagement model operationalization, champion expert readiness through change management and training design, and serve as a trusted advisor to CX, Product, Ops, and Finance teams. Drive service innovation by designing and piloting new staffing models and workflows.
**Data-Driven Insight & Impact**: Synthesize complex multi-source data into compelling business insights and strategic recommendations for senior leadership. Develop performance frameworks and analytical models that assess partner relationship health and quantify ROI of strategic initiatives. Build and maintain executive-level reporting on partnership performance and expert readiness trends.
**Change Leadership & Innovation**: Lead change management for complex multi-partner initiatives, manage narrative coordination, and ensure service delivery managers are prepared. Champion innovation in service delivery approaches and help cross-functional partners understand execution requirements. Model and advance a culture of continuous improvement and operational excellence.
Required qualifications: 10+ 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 focus on performance management. Fluency in contact center KPIs and deep experience running WBR/MBR cadences and performance accountability frameworks. Experience shaping engagement model governance and change management in large-scale service delivery environments. Strong analytical and storytelling skills. Experience driving large cross-functional initiatives and influencing stakeholders autonomously. Bachelor's degree required; MBA preferred.
