Defector Jobs (NOW HIRING)

Intuit's TurboTax business serves millions of DIY customers every season — but a meaningful share of that base is at risk of defecting to Assisted competitors each year. This role owns the strategy and execution to stop that leakage: identifying which customers are most likely to defect, understanding why, and converting them into TurboTax Assisted offerings before they leave

You'll sit at the center of a high-visibility, cross-functional mission team with a clear mandate and the runway to drive it. This is a rare opportunity to own a strategic growth lever end-to-end — from segmentation and modeling through outbound execution and exec-level reporting — with direct accountability for one of TurboTax's most important retention and conversion opportunities.

Responsibilities

Cross-Functional Program Leadership

• Own program management for the cross-functional Defector Mission Team, driving operating cadence, milestone accountability, and executive-level reporting across Data Science, Lifecycle/CRM, Outbound Sales, Product, and Finance.

• Serve as the connective tissue across teams, ensuring strategy, modeling, and execution stay tightly aligned toward the save-rate target.

Segment Strategy & Acquisition Playbooks

• Collaborate with Research and Data Science teams to define customer cohorts by defection driver (FUD, experience, price-value) and prioritize the highest-propensity segments for action.

• Build acquisition playbooks tailored to each segment, and lead scoring and segmentation aligned to various data modeling frameworks

• Partner with Marketing to ensure the top of the funnel is fueled with the right leads to support segment strategy

Data-Driven Targeting & Funnel Optimization

• Partner with Data Science to operationalize the daily defector propensity model, translating scores into actionable outreach lists and test-and-learn campaigns.

• Develop targeting strategy to filter out low-intent and self-serve leads before they reach Sales, and lead MQL → SQL conversion modeling and funnel analysis.

Pipeline & Capacity Planning

• Manage pre-booking and appointment pipeline strategy for TY26 and year round engagement

• Lead outbound lead pool sizing and capacity planning to support Concierge expansion.

Performance Measurement & Executive Reporting

• Track and report against north-star metrics, both with cross functional stakeholders and senior leadership

• Communicate progress and recommendations clearly to senior leaders and executives

Qualifications

• Background in strategy, growth marketing or customer lifecycle management.

• Comfortable operating at the intersection of data science and go-to-market execution — able to translate models and scores into real campaigns and outreach.

• Strong program management skills, with a track record of driving cross-functional teams toward a shared, numeric outcome.

• Self-starter who can lead and influence without direct authority across Data Science, Sales, Product, and Finance partners.

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.