Principal, AI-Driven Operations & Strategy

Intuit; Olympia Fields (IL); On-site; USD 196,000 - 266,000; Full time

Job summary

Intuit is seeking a strategic Principal, Business Operations Manager to shape and scale the operating model for the AI + HI Customer Success Platform. You will partner with senior executives to drive performance, planning, governance, and transformational initiatives that enable scale and measurable business impact.

You will work across Customer Success, Technology Ecosystem, Intuit Business Units, Finance, HR, and external partners to accelerate AI-enabled experiences and translate strategy

Qualifications

• 10+ years of experience in business operations, strategy, consulting, operations leadership, or a related field.
• Proven track record driving business performance, organizational scale, and operational transformation in complex, cross-functional environments.
• Demonstrated experience building operating mechanisms, managing business performance, driving strategic planning processes, and leading initiatives that improve organizational effectiveness and business outcomes.
• Strong analytical and problem-solving skills with experience using data to influence decisions, evaluate tradeoffs, and drive measurable outcomes.
• Experience designing governance structures, decision-making processes, and scalable operating models that improve organizational performance and execution.
• Experience leveraging technology, automation, analytics, and data-driven insights to improve operational scale, productivity, and customer outcomes.
• Exceptional communication, relationship-building, and stakeholder management skills with a proven ability to influence across organizations and drive alignment without direct authority.

Responsibilities

• Own the performance management framework for the Customer Success Platform, including KPIs, scorecards, operational reviews, and executive reporting.
• Analyze business performance, identify trends and risks, and provide actionable recommendations that improve customer, operational, and business outcomes.
• Design and evolve the operating model that enables scalable delivery of AI + Human Intelligence customer success experiences.
• Establish governance mechanisms, decision-making frameworks, business rhythms, and accountability structures that improve execution and organizational performance.
• Partner with leadership to drive annual and quarterly planning processes, define priorities, evaluate tradeoffs, and align investments against strategic objectives.
• Drive operational excellence across internal teams and outsourced partners by establishing performance frameworks, improving coordination, and identifying opportunities to increase efficiency, scalability, quality, and business impact.
• Lead high-impact, cross-functional initiatives that advance the Customer Success Platform’s strategic priorities and improve organizational performance.

Skills

Operations leadership

Strategic planning

Analytics

Finance partnership

Governance design

Cross-functional collaboration

Executive storytelling

Job description

Intuit is seeking a strategic Principal, Business Operations Manager to shape and scale the operating model for the AI + HI Customer Success Platform. You will partner with senior executives to drive performance, planning, governance, and transformational initiatives that enable scale and measurable business impact.

You will work across Customer Success, Technology Ecosystem, Intuit Business Units, Finance, HR, and external partners to accelerate AI-enabled experiences and translate strategy