Senior Staff Product Manager, Customer Support (Mailchimp)

Overview

Intuit, the global technology platform dedicated to powering prosperity, is seeking a dynamic Senior Staff Product Manager to spearhead Customer Support strategy and execution within its Mailchimp brand. This role presents a key opportunity to enhance the support experience for millions of users, a critical component of the customer lifecycle and one of the biggest levers in customer retention.

What you'll bring

• 8+ years of experience in product management, with a significant focus on customer support, platform-based products, or related experiences at scale.
• Demonstrated success in developing and executing product strategies that have led to measurable improvements in customer satisfaction and operational efficiency.
• A deep understanding of support and marketing technology platforms, ecosystems, and best practices.
• Strong analytical and problem-solving abilities, with a proven track record of using data to inform decision-making and uncover new opportunities.
• Exceptional communication and storytelling skills, with the ability to articulate complex product concepts to a variety of audiences.
• Proven ability to influence and collaborate effectively across all levels of a dynamic and fast-paced organization.
• A Bachelor\'s degree in a relevant field is required; an MBA or other advanced degree is considered a plus. Equivalent experience will be considered.

How you will lead

• Define the Vision: Develop and champion a clear product vision and strategy for Customer Support that aligns with the broader company goals of customer engagement and retention. You will be a thought leader in customer support, extending your influence and insights beyond traditional product functions to ensure a top-notch customer support experience across all organizational lines.
• Lead the Roadmap: Own and manage the product roadmap for support initiatives, prioritizing features that deliver the most significant value to customers and the business. This will be done in close collaboration with design, engineering, and marketing teams.
• Drive Execution: Oversee the entire product lifecycle, from initial ideation and user stories to launch and subsequent iterations, ensuring high-quality and timely delivery.
• Champion the Customer: Act as the voice of the customer, deeply understanding their support needs and translating those insights into intuitive and effective product solutions.
• Measure and Optimize: Define and analyze key performance indicators to measure the success of support products, continuously seeking opportunities for improvement and growth.
• Collaborate Cross-Functionally: Work in close partnership with a variety of teams, including engineering, design, data science, and go-to-market teams, to deliver integrated and effective support solutions.

Compensation and Benefits

• The expected base pay range for this position is:

• Bay Area California: $196,500 - $266,000
• New York: $195,000 - $264,000

This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with applicable plans and programs.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Product Management and Marketing

Industries

• Software Development