Senior Program Manager

Intuit is a mission-driven, global financial platform company that helps our customers put more money in their pockets, eliminate work and drudgery, and ensure every financial decision is made with confidence.

People who work for themselves fuel our economy. In the U.S., small businesses employ 60% of the workforce and create 80% of new jobs. Oftentimes the odds are stacked against them with 50% failing in the first 5 years. Intuit’s Global Business Solutions Group (GBSG) is devoted to creating a portfolio of solutions to meet small businesses’ needs and dramatically improve their success rate.

Although traditionally known for accounting and bookkeeping, QuickBooks is rapidly expanding services through which SMBs run their business. Trillions of dollars of invoices and bills run through QuickBooks, and Intuit pays out $115B+ to workers every year, making Intuit the largest SMB payroll provider. In the past few years alone QuickBooks has launched multiple game changing FinTech offerings and is uniquely positioned to lead the industry. From the launch of QuickBooks Capital in 2017 to the launch of the QuickBooks Cash bank account in 2020, the pace of FinTech innovation at Intuit has never been greater.

We are seeking a Program Manager with expertise in vendor management to oversee multiple third-party vendors providing front-line agent support for our lending business. This role will be responsible for ensuring vendor performance aligns with SLAs, optimizing operational oversight, forecasting agent capacity, and driving program excellence. The ideal candidate has a strong background in vendor management, program development, and operational execution, with a track record of success in lending or fintech environments.

Vendor Performance Management:

• Monitor and evaluate vendor performance to ensure adherence to service-level agreements (SLAs) and key performance indicators (KPIs).
• Conduct regular business reviews with vendors to assess performance, address issues, and drive continuous improvement.
• Establish corrective action plans and hold vendors accountable for delivering high-quality support services.

Operational Oversight:

• Develop and maintain a comprehensive run book for vendor oversight, outlining processes, roles, and escalation protocols.
• Standardize workflows and communication channels between internal teams and external vendors to ensure seamless operations.
• Track and resolve operational issues by collaborating with vendors and internal stakeholders.

Capacity Planning & Forecasting:

• Forecast agent capacity requirements based on business needs, seasonal trends, and program goals.
• Collaborate with vendors to ensure adequate staffing levels and resource allocation.
• Identify potential capacity risks and recommend proactive solutions to mitigate them.

Program Management:

• Design and implement operational strategies to enhance vendor alignment with the company’s goals and customer expectations.
• Track program milestones, budgets, and deliverables, ensuring successful execution of initiatives.
• Provide detailed reporting on program performance, vendor compliance, and areas for improvement.

Cross-Functional Collaboration:

• Partner with internal teams, including compliance, quality assurance, and finance, to align vendor operations with business priorities.
• Serve as the primary point of contact between the organization and external vendors, fostering strong partnerships.
• Ensure all vendor activities adhere to regulatory and compliance standards.

• Bachelor’s degree in Business Administration, Operations Management, or a related field or equivalent relevant expereience
• 5+ years of experience in , program management, or operational leadership, ideally within the lending or fintech industry.
• Proven track record of managing third-party vendors, including performance tracking, SLA management, and issue resolution.
• Strong analytical and forecasting skills, with experience in agent capacity planning.
• Exceptional organizational skills, with the ability to manage multiple priorities and deadlines.
• Excellent interpersonal and communication skills, with the ability to build and maintain strong relationships with vendors and internal teams.
• Familiarity with regulatory requirements and compliance standards in lending or financial services.

Preferred Skills

• Experience with workforce management tools and reporting platforms (e.g., Salesforce, Tableau, or similar).
• PMP certification or formal training in program management methodologies.
• Background in operational risk management or quality assurance is a plus.