Senior Program Leader, AI-Driven Customer Success

Intuit, Inc.; San Diego (CA); On-site; USD 178,000 - 262,000; Full time

Job summary

Intuit, Inc. on the Customer Success team seeks a Principal Program Manager to shape strategy, architect programs from ground up, and lead cross-functional teams from concept to high-performing execution.

The role emphasizes turning ambiguity into clarity, aligning stakeholders, and delivering measurable results with AI-enabled analysis and executive updates to gain buy-in across the organization.

Qualifications

• 10+ years of experience leading complex, cross-functional SaaS programs with a proven ability to build and scale new initiatives from scratch.
• Track record of starting in ambiguity and creating clarity: designing programs, teams, and processes that deliver high-quality outcomes fast.
• Strong operational craft: expertise in program design, governance models, decision frameworks, and execution tracking.
• Comfortable using AI and other tools day to day to speed up analysis and test assumptions, with the judgment to know when the output is good enough to act on and when it isn't.
• Skilled at using data to facilitate tough conversations, align leaders, and communicate risks, outcomes, and recommendations with confidence.
• Demonstrated ability to manage up and down effectively: build trust, secure buy-in and present regularly to senior leadership with impact.
• Demonstrated ability to operate at both the strategic level (long-term goals and portfolio shaping) and the tactical level (quarterly performance and operational improvement).
• Highly effective communicator across multiple formats and audiences, capable of driving alignment and action through compelling narratives.
• Strong relationship-builder who can influence without authority, manage conflict gracefully, and keep momentum in complex environments.
• Will to share what works, Contributes practices back to the PgM community.

Responsibilities

• Architect and launch multi-org programs from inception to execution aligned to GBSG objectives.
• Organize and mobilize a capable team with clear roles and workflows.
• Drive flawless execution using metrics, risk mitigation, and governance.
• Build and scale craft with AI, testing approaches and sharing outcomes.
• Tell strategic stories and influence across levels to gain buy-in.
• Partner with senior leadership to align priorities and secure sponsorship.
• Prioritize initiatives with rigorous trade-off analysis.
• Communicate updates clearly to front-line managers and executives.
• Navigate challenges and keep teams motivated in complex environments.

Skills

Cross-functional leadership

Data-driven decision making

Strategic program design

AI enabled analysis

Communication with executives

Stakeholder management

Ambiguity to clarity

Relationship building

Job description

Intuit, Inc. on the Customer Success team seeks a Principal Program Manager to shape strategy, architect programs from ground up, and lead cross-functional teams from concept to high-performing execution.

The role emphasizes turning ambiguity into clarity, aligning stakeholders, and delivering measurable results with AI-enabled analysis and executive updates to gain buy-in across the organization.