VP of Technology, Virtual Expert Platform (VEP)
At Intuit, our mission is to Power Prosperity Around the World. We achieve this by creating unique products that deliver exceptional customer value. With iconic brands like TurboTax, Credit Karma, QuickBooks, and Mailchimp, we serve 100 million customers globally.
The Virtual Expert Platform (VEP) team is at the heart of connecting our customers with expert guidance across all our products - QuickBooks, TurboTax, Mailchimp, and Credit Karma. We drive a multi-billion-dollar Services business (e.g., QuickBooks Live, TurboTax Live), enhance Customer Success through AI and human expertise, and provide Sales technology to connect with prospects and customers. We own the entire technology stack, from user interfaces and expert management systems to workforce operations, digital expertise and conversation capabilities, data infrastructure, and platform services. We collaborate closely with Product, Design, Marketing, and Operations to create seamless experiences for both users and experts.
Responsibilities
- Be a hands-on technical leader, guiding engineers to experiment and build innovative AI-native product experiences, prioritizing learning and driving breakthrough adoption.
- Collaborate with cross-functional leaders in Customer Success, Sales, and Intuit Products on strategy, prioritization, and feature delivery.
- Partner with Engineering Directors and Leaders to remove roadblocks, review roadmaps, articulate business outcomes, and establish clear measures of success.
- Champion technical and operational excellence through design standards, consistent engineering practices, and continuous improvement.
- Shape organizational structure for maximum efficiency and ensure engineering teams are structured for success with the right skills, focused on the company's most critical initiatives.
- Continuously explore and implement innovative business practices for the team and company.
Key Accountabilities:
Technical Vision & Strategy: Define and champion the long-term technical vision for the VEP, aligning with overall business objectives.
Platform Architecture: Lead the design and implementation of a scalable, reliable, and secure platform architecture, anticipating future needs and increasing speed and ease of onboarding.
AI-Native Experiences: Lead with an AI-first approach, defining AI strategy and delivering AI-native outcomes across experiences and capabilities.
Innovation & Capability Development: Foster a culture of innovation, proactively identifying and developing new capabilities to enhance the user and expert experience.
Team Leadership & Development: Build, inspire, and manage a high-performing engineering team, fostering a collaborative and growth-oriented environment.
Cross-Functional Collaboration: Partner seamlessly with product, design, marketing, and operations teams.
Platform Stability & Performance: Ensure platform stability, performance, and security, implementing robust monitoring and incident response.
Data & Analytics: Define the platform's data strategy to enable data-driven decisions and continuous improvement.
Build vs. Buy Strategy: Strategically evaluate and select 3rd party solutions, establishing clear criteria and metrics.
Rapid Prototyping: Develop prototypes to quickly iterate and identify optimal customer experiences.
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