Contractual Intuit Customer Service Jobs (NOW HIRING)

Do you feel a personal stake in everything that you work on, thrive in fast-paced environments with lots of ambiguity, and enjoy working with complex technologies? Do you develop strong relationships, build trust, and influence without direct authority? Do you communicate openly and clearly, collaborate enthusiastically, and value a culture of healthy debate? If so, we want to talk to you!

The Office of Business Process Re-engineering (BPR) mission is to lead strategy and execution of an enterprise-wide service delivery model across the Intuit Customer Success organization that increases operational throughput — enabling teams to bring more programs to market with greater speed and clarity while eliminating barriers that slow execution at every level.

By increasing operational throughput, ICS becomes a force multiplier to scale revenue and deliver measurable outcomes for customers and the business.

Responsibilities

The Business Process Reengineering -BPR, Professional role plays a pivotal role in enhancing operational efficiency, by developing and implementing business process reengineering process enhancements at an enterprise level and reports to the Group Manager, Business Process Reengineering, Office of BPR. This role will take end-to-end ownership in the operating model design for Intuit Customer Success to solve ambiguous high scale problems with measurable outcomes, driving business impact (revenue, cost, cycle time) with  leadership exposure. This role reports to the Group Manager, Business Process Reengineering, Office of BPR.  

Core Job Duties 

• Partner deeply with Customer Success Business Units to understand not just how work is documented — but how it actually flows, breaks down, and could be reimagined
• Build end-to-end process maps grounded in operational metrics, voice of customer, and voice of Expert data — turning complexity into a clear picture of where value is gained or lost
• Identify gaps, redundancies, and ownership ambiguities and translate findings into enterprise-level reengineering recommendations
• Earn trust as a credible thought partner across business unit stakeholders, influencing change without relying on direct authority
• Collaborate with the full BPR team to connect individual business unit maps into a single, unified ICS End-to-End Process view
• Formalize the operational backbone of ICS — including SLAs, SOPs, governance frameworks, and timelines — ensuring standards are not just designed but adopted and sustained
• Champion a culture of process excellence and continuous improvement that shifts how the organization thinks about accountability, rigor, and the way work gets done
• The role could include up to 30% travel mainly between Intuits Mountain View and San Diego campuses (1-2 times a month)

Qualifications

Qualifications

• 5+ years of experience in business process reengineering, process improvement, operational excellence, or a related field
• Strong analytical and problem-solving skills with the ability to translate complex, ambiguous processes into clear, actionable frameworks
• Demonstrated ability to build relationships and influence stakeholders without direct authority in a matrixed organization
• Experience developing SOPs, SLAs, and operational standards
• Strong experience in both tactical process design (step-level workflow logic) and operational process design (how work flows across teams, systems, and handoffs at scale)
• Excellent written and verbal communication skills, with the ability to present complex information to both operational teams and senior leadership
• Experience leading structured change management efforts — including driving process adoption, shifting organizational culture and behaviors, resolving ownership gaps, managing resistance, and ensuring new ways of working are sustained long after implementation.
• Hands-on experience translating process design frameworks into technical requirements, serving as the connective bridge between operations and technology teams — converting business unit needs into clearly structured Business Requirements Documents (BRDs) that engineering and product teams can act on

Preferred Qualifications

• Experience working in a Contact Center, Back-Office Operations or Customer Facing Departments within technology companies, banking industry or enterprise consulting firms
• Familiarity with enterprise tools and platforms supporting workforce management, learning & development, or incentive & compensation operations

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.