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Intuit is seeking a Staff Vendor Partner Manager to lead high-impact vendor and BPO partnerships within the Customer Success organization. This is a strategic individual contributor role managing multi-million-dollar partnerships and driving large-scale operational transformation initiatives.
Key Responsibilities:
- Lead and manage multiple high-value external partner relationships, driving performance improvement, operational consistency, and strategic alignment
- Hold partners accountable to KPI targets (CSAT, AHT, Issue Resolution) and initiate performance improvement plans when needed
- Facilitate Weekly and Monthly Business Reviews, ensuring partners deliver data-driven analysis and execute on improvement actions
- Build trusted relationships with senior partner leaders to co-develop goals and long-term success plans
- Act as internal advocate for partners, resolving escalations and removing roadblocks
- Own large-scale, cross-functional initiatives impacting customer support delivery, expert enablement, and operational scalability
- Collaborate with Product, Operations, Finance, and Technology teams to design and execute strategic programs
- Monitor partner performance and staffing, identifying improvement opportunities and building actionable strategies
- Ensure staffing delivery against capacity plans and coordinate real-time coverage adjustments
- Build executive-level insights communicating initiative progress, value, and partnership impact
Required 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 focus on performance management and senior stakeholder relationship development
- Experience with contact center KPIs, WBR/MBR cadences, and performance management frameworks
- Familiarity with expert enablement, change management, and readiness processes in BPO or large-scale service delivery
- Bachelor's degree required; MBA preferred
- Strong business acumen and customer-centric mindset
- Self-starter who can independently assess requirements and become a trusted subject matter expert
- Deep analytical skills and comfort with data-driven decision making
- Experience leading complex, multi-stakeholder initiatives with measurable business impact
- Demonstrated resilience and adaptability in fast-paced environments
