Senior Manager, Program Management

The Opportunity: Leading Execution & Strategy

Joining the Customer Success team as a Senior Manager, Program Management (Team Leader), you will serve as the right hand strategic partner to the Head of Customer Success, UK, leading the execution arm of our Customer Success initiatives and managing change that drives frictionless customer experiences.

Your core mission is to manage and implement a high stakes portfolio of strategic programs that drive world class digital and expert led customer experiences. Critically, this role fills a vital BizOps function for the CS leadership team, translating strategy into measurable execution and providing organisational rigor.

This role requires a leader defined by extreme ownership, unwavering accountability, and organisational precision. You'll be someone who is comfortable with direct, high stakes conversations and serves as a reliable anchor, providing the necessary structure, clarity, and control to complement a fast paced, strategic focus.

Responsibilities

Strategic Leadership and BizOps Partnership

• Strategic Alignment: Understand and translate the global CS strategy and vision, ensuring the entire program portfolio directly ladders up to core business KPIs: Revenue, Retention, CSAT, and NPS.
• Executive Support: Serve as the Hiring Manager's partner in driving the BizOps function, including planning and leading quarterly leadership off sites, preparing portfolio reviews, and packaging up team progress against goals and commitments.
• Drive Decision Velocity: Accelerate decision making and remove organisational barriers through clear data, decisive action, and active management of cross functional partners.

Program Execution and Accountability

• Player Coach Model: Act as the Team Lead and a hands on Player Coach. You will provide leadership and direction to the 4 FTE Program Management team, but you must also personally manage one or more highly complex, critical programs (often as overflow support) where deep, hands on expertise is required.
• Hold the Line: Demonstrate the ability to hold the nerve and hold others to account when commitments are not delivered. This includes having awkward, direct conversations with senior stakeholders to protect program integrity and timelines.
• Risk Management: Proactively identify and flag risks (red flags) to leadership, presenting clear, data driven response plans rather than simply reporting on issues.

People Leadership and Craft Development

• Talent Management: Attract, coach, trust, and empower a diverse team. This requires versatility to manage individuals with different needs and communication styles, including coaching highly capable but very direct talent.
• Influence & Directness: Act as an advocate and influencer for effective change management. You must be able to influence partners and have the conviction to say "no" when a program or request jeopardises strategic focus.
• Craft Mastery: Drive the continuous improvement of the project/program management craft across the organisation.

Qualifications

• Experience Mandate: 10+ years of progressive experience in program management leadership, including at least 3+ years in a people management role managing or mentoring program managers.
• Regulated Industry Focus: Proven experience operating as a Program Leader in a regulated, high impact industry (for example: Fintech, Banking, Insurance, or Legal Tech) where teams must move with speed while balancing compliance and high standards of customer protection.
• Extreme Ownership: Demonstrated ability to take extreme ownership of complex portfolio outcomes across multiple organizations and regions (EMEA and Global), building strong cross functional partnerships.
• Customer Obsession: Deep understanding of the downstream impact of program choices on customer engagement, demonstrating real customer obsession in all decision making.
• Influencing Senior Leaders: Demonstrated ability to influence at the Director and VP level within a matrixed environment, particularly with stakeholders in Marketing, Sales, Partnerships, and Product.
• Certifications: Certifications in project and change management (e.g., PMI, APM PMQ) are preferred.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit : Careers Benefits). Pay offered is based on factors such as job related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is: