Job Description
Overview
The Group Program Manager, Expert Experiences & Change Management, is responsible for leading a team that drives large-scale change across Intuit’s expert network. This role ensures that product, offering, and service design changes are successfully translated into the learning, tools, communications, and quality mechanisms required for our experts to confidently serve and sell to more than 26 million customers.
This leader operates at the intersection of product, services, learning & development, expert tools, communications, and quality. They are accountable for orchestrating end-to-end change management strategies that enable Intuit’s ~50,000 experts to stay up to date, adopt change quickly, and deliver exceptional customer experiences at scale.
Responsibilities
- Lead Change Management Strategy
- Own the end-to-end change management approach for the expert network, ensuring seamless adoption of product, offering, and service design changes.
- Translate complex business and product changes into clear, actionable enablement strategies for experts.
- Program Leadership & Team Management
- Lead and develop a high-performing team of program managers responsible for expert change initiatives.
- Set clear priorities, operating rhythms, and success metrics for programs spanning learning, tools, communications, and quality.
- Cross-Functional Orchestration
- Partner closely with Product Management, Service Design, Learning & Development, Expert Tools, Marketing/Comms, and Quality teams.
- Ensure alignment across functions so expert-facing changes are coherent, timely, and customer-centric.
- Learning & Enablement Translation
- Convert product and service changes into clear requirements for expert training, onboarding, ongoing learning, and certification.
- Ensure learning experiences are scalable, role-appropriate, and designed for rapid adoption.
- Expert Tools & Experience Enablement
- Define requirements for expert tools and workflows that support new offerings and service models.
- Advocate for expert experience needs to ensure tools enable confidence, efficiency, and quality outcomes.
- Communications & Readiness
- Drive expert communications strategies that clearly explain what’s changing, why it matters, and how experts should adapt.
- Establish readiness checkpoints and feedback loops to measure understanding and adoption.
- Quality & Performance Outcomes
- Partner with Quality teams to ensure changes are reflected in quality standards, measurement, and coaching.
- Use data and insights to assess change effectiveness and continuously improve expert readiness.
- Scale & Impact Management
- Manage change across a large, distributed expert population, balancing speed, clarity, and consistency.
- Anticipate risks and dependencies and proactively mitigate disruption to customer and expert experiences.
Qualifications
- 10+ years of experience in program management, change management, operations, or related roles, including leadership of complex, cross-functional initiatives.
- Proven experience leading large-scale change programs impacting frontline or expert/customer-facing populations.
- Strong people leadership experience, including managing and developing senior program managers.
- Demonstrated ability to translate product, service, or business changes into actionable learning, tooling, and operational requirements.
- Experience working closely with Product Management, Learning & Development, Operations, and Quality teams.
- Excellent communication and stakeholder management skills, with the ability to influence at all levels of the organization.
- Strong systems thinking and ability to manage ambiguity, dependencies, and competing priorities.
- Data-driven mindset with experience defining success metrics and using insights to guide decisions.
- Experience in technology, services, or platform-based businesses preferred; experience with large expert or agent networks a strong plus.
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 [1] 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: Bay Area California $213,500- 288,500 Southern California $184,000- 249,000 References Visible links 1. San Diego $184000 - $249000
Mountain View, CA $213500- $288500
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