Manager, Business Process Reengineering

Manager 3, Business Process Reengineering (BPR)

The Manager 3, Business Process Reengineering (BPR) will lead strategy and execution for customer-centric operational transformation across the Intuit Customer Success organization. This role drives enterprise-wide process improvement, reimagines end-to-end workflows, and partners with cross-functional stakeholders to elevate outcomes for customers and internal teams. The BPR Manager applies deep analytical capabilities, change leadership, and systems thinking to solve complex business challenges, improve efficiency, standardize operations across segments, and scale best practices.

This role reports to the VP of Customer Success Business Operations & Program Management and is mission-critical in shaping how Customer Success scales sustainably through process innovation, data-driven insights, and operational excellence.

Responsibilities

• Lead end-to-end business process reengineering initiatives across Customer Success, redesigning workflows to improve customer outcomes, scalability, and operational efficiency.
• Define and operationalize future-state process architectures, including governance models, success metrics, and adoption strategies.
• Partner cross-functionally (Product, Technology, Analytics, Finance, GTM) to align systems, tools, and operating models to enable seamless end-to-end experiences.
• Use data, AI-driven insights, and customer feedback to identify systemic friction points and drive continuous improvement.
• Lead change management efforts to drive adoption of new processes, clarify ownership, and strengthen organizational alignment.
• Build and develop a high-performing team of process leaders, fostering a culture of ownership, rigor, and customer obsession.

Qualifications

Required

• 7+ years of experience in business operations, process reengineering, management consulting, or transformation leadership, ideally in SaaS, technology, or complex service environments.
• Demonstrated ability to lead cross-functional process redesign and change adoption at scale.
• Strong analytical and problem-solving skills; comfort with complex, ambiguous challenges.
• Excellent written and verbal communication; able to influence at senior levels and tell compelling stories with data.
• Track record of delivering measurable performance improvements and operational KPIs.
• Experience managing teams, developing talent, and leading distributed work.

Preferred

• Lean, Six Sigma, BPM, or equivalent process specialization/certification.
• Experience in Customer Success operations or related functions (support, service delivery, adoption/renewal motions).
• Experience with process automation tools, workflow systems, and operational analytics platforms.

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. 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: