Principal Business Operations Manager - Customer Success Platform

We are seeking a strategic and operationally-focused Principal, Business Operations Manager to help shape and scale the operating model for Intuit’s AI + Human Intelligence (HI) Customer Success Platform. This leader will partner closely with senior executives to drive business performance, strategic planning, operating model design, and transformational initiatives that enable the organization to scale effectively. As a key member of the leadership team, you will help translate strategy into execution by establishing performance frameworks, informing investment and prioritization decisions, and leading initiatives that improve how the organization operates and delivers customer outcomes.

You will work across Customer Success, Technology Ecosystem, Intuit’s Business Units, Finance, HR, and external partners to ensure the organization can execute against its strategic priorities, accelerate AI‑enabled customer experiences, and deliver measurable business impact.

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. Help ensure resources and initiatives are focused on the highest‑impact opportunities for the business.

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. Partner across Customer Success, Technology Ecosystem, Intuit Business Units, Finance, HR, and external partners to drive alignment, manage dependencies, remove obstacles, and ensure successful execution. Champion transformational efforts across people, process, and technology, leveraging automation, AI‑enabled workflows, and change management to improve productivity, scalability, and customer outcomes.

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 building business cases, developing performance frameworks, and partnering with Finance on planning and investment decisions.

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. Ability to partner effectively with technical teams to operationalize new capabilities and ways of working.

Exceptio…