Staff Vendor Partner Success Lead

Intuit

Tucson (AZ)

On-site

USD 148,000 - 200,000

Full time

39 hours ago

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Job summary

Intuit in San Diego seeks a Staff-level Vendor Partner Management leader to drive multi-million-dollar partnerships and strategic programs across product, operations, and technology. You will own performance management, coordinate weekly and monthly reviews, and partner with senior stakeholders to deliver improvements in CSAT, AHT, and issue resolution.

This is a fast-paced role shaping service delivery and scalability.

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 a focus on performance management and relationship development across senior stakeholders.
Experience with contact center KPIs, WBR/MBR cadences, and performance management frameworks.
Familiarity with expert enablement, change management coordination, and readiness processes in BPO or large-scale service delivery environments.
Bachelor's degree required; MBA or advanced degree preferred.
Strong business acumen and customer-centric mindset, with the ability to balance high-level strategy and hands-on execution.
Demonstrated experience as a self-starter that can quickly and independently assess business requirements and become a trusted subject matter expert.
Deep analytical skills and comfort with data; able to drive insights, make decisions, and communicate findings effectively.
Experience leading complex, multi-stakeholder initiatives across functions with measurable business impact.
Demonstrated resilience, initiative, and ability to adapt in fast-paced, evolving environments.

Responsibilities

Lead multiple high-value external partner relationships, driving performance improvement, operational consistency, and strategic alignment.
Hold partners accountable to KPI targets across CSAT, AHT, and Issue Resolution - initiating and tracking performance improvement plans when performance falls below threshold.
Facilitate Weekly Business Reviews (WBRs) and Monthly Business Reviews (MBRs), ensuring partners deliver data-driven pre-reads, own root-cause analysis, and execute on improvement actions.
Build trusted relationships with senior leaders across partner organizations to co-develop goals and long-term success plans.
Act as the voice of the partner internally, resolving escalations and clearing roadblocks that impede performance or customer experience.
Own and drive large-scale, cross-functional initiatives that impact customer support delivery, expert enablement, and operational scalability.
Collaborate with internal stakeholders across Product, Operations, Finance, and Technology to co-design and execute strategic programs.
Take full ownership of execution details, including program setup, milestone tracking, meeting orchestration, and risk management.
Actively contribute to a culture of continuous improvement, bold thinking, and operational excellence.
Monitor partner performance and staffing views, identifying improvement opportunities and building actionable strategies.
Ensure staffing delivery against capacity plans, flagging intraday gaps and coordinating real-time coverage adjustments in partnership with workforce planning.
Build executive-level insights to communicate progress, value, and impact of initiatives and partnerships.