Growth and Retention Delivery Lead

Company Overview

Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With tens of millions of customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.

Job Overview

We are hiring for a Senior Operations Growth and Retention Leader in Toronto. This person will own the delivery and the commercial performance of the Customer Success Growth and Retention (G&R) programs for Canada’s QuickBooks platform, and you will set the standard for how G&R work is done across every international market we operate in.

Canada’s G&R programs are delivered entirely through outsourced (BPO) delivery partners. Customer onboarding and activation, cancellation saves, and sales through service via Product Support contacts all reach the customer through experts (agents) you do not employ, working in sites you do not directly manage. Your job is to make that delivery work. You will take the G&R strategy and roadmap set upstream, convert it into an executable delivery plan, build the BPO partner performance strategy that gets it delivered, and hold the Canada revenue number personally.

Alongside Canada, you will be the Craft Lead for Growth and Retention across International Service Delivery. Where your delivery accountability is Canada, your craft accountability is international: you will own the operating model, the playbook, the definition of quality, and the calibration for how G&R work is done in every market the function operates in, including markets you do not deliver yourself.

This is a senior individual contributor role, and it is built for someone who is effective without formal authority. You have no reporting line into the markets you lead on craft, and no line of control into the partner organizations that deliver your business. What you achieve, you will achieve through a standard worth following, evidence, credibility, and influence.

Intuit has embraced a hybrid working model, and this role will be based out of our Toronto office, 3 days a week.

Responsibilities

Own The Canada Growth and Retention Programs

• Own the day to day operational delivery of every Canada G&R program, and be personally accountable for performance against onboarding, retention, and sales through service targets
• Translate the G&R strategy and roadmap set at global and market level into a delivery plan with clear sequencing, site-level ownership, milestones, and go or no-go decisions
• Own the leading and lagging indicators that show whether the Canada G&R business is healthy, run the business reviews that interrogate them, and drive corrective action the moment performance moves off target
• Direct the training, knowledge, quality, and calibration requirements for the experts delivering G&R programs, working through partner training functions and internal learning teams
• Own the design and operation of expert incentive programs, and the audit and quality routines that confirm G&R is being executed as designed
• Provide the G&R input into forecasting, demand planning, and staffing decisions for the Canada business
• Contribute to the design of experiments, and run them to size expected impact before an initiative is scaled market-wide, and feed delivery evidence and market performance insight back into the upstream strategy and roadmap

Own Partner Performance For Growth and Retention

• Define and own the BPO partner performance strategy for G&R in Canada: what good looks like at site level, how it is measured, how it is reviewed, and what happens when it is missed
• Hold outsourced delivery partners to their commitments through the weekly, monthly, and quarterly review cycle, and own the improvement plans that close performance gaps
• Build the operational relationships across partner delivery leadership that let you move performance quickly, without contractual or line authority over the people delivering the work

Lead the Growth and Retention Craft Across International Service Delivery

• Own how G&R work is done in every international market: the operating model, the quality standard, what good looks like, and the performance framework, and keep the G&R section of the international Service Delivery playbook current
• Hold one standard of execution across markets. Run the calibration that keeps judgment consistent wherever the work is delivered, act as the escalation point for craft questions, and find divergence between markets and either close it or fold it into the standard
• Decide directly on changes to how G&R work is executed within this remit, keeping International Service Delivery leadership informed, and seek approval where a change carries material cost, headcount, cross-functional, commercial, or risk implications
• Lead practitioners outside your reporting line through standard, credibility, and influence. You will not direct their day to day work, set their priorities, or own their performance, all of which remain with their line manager

Influence Across The Business

• Own cross-functional relationships across Go-to-Market teams, as well as enabling functions within Customer Success such as Data Science and Analytics, needed to build a single, coherent Canada G&R plan
• Present performance, insight, and recommendations to senior Canada and global Customer Success leadership with enough clarity and conviction to drive timely decisions
• Represent Canada in the global Customer Success G&R community, and bring what works elsewhere back into the Canadian business

Qualifications

We are looking for scope of ownership, not just years served. The bar is someone who has already carried a commercial number end to end, delivered it through people they did not manage directly, and set a way of working that others adopted.

• 5+ years of relevant experience in customer success, growth and retention, or commercial operations, ideally in a SaaS or subscription business
• Full personal accountability for a retention, churn, or monetization metric at scale, with a track record of hitting or exceeding it
• Substantial experience delivering commercial outcomes through outsourced or BPO partners, including holding partners to performance without direct authority over them
• Experience setting and holding an operating standard, playbook, or quality framework across multiple markets, and getting practitioners outside your line to adopt it
• Comfortable moving between delivery planning and the operational detail of a live business, and equally comfortable when the picture is incomplete and a decision is still needed
• Operationally rigorous and data-driven, able to read performance quickly and act on it before a miss compounds
• Superior written and verbal communication skills, with the ability to simplify complexity and influence senior stakeholders and partner executives
• Bachelor’s degree required; MBA or equivalent experience preferred

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may 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:
Toronto $118,500 - $160,500