Senior Staff Product Manager - Expert Platform

Company Overview

Job Overview

About the Program

Intuit's Virtual Expert Platform connects customers with credentialed tax professionals, bookkeepers, and accountants through world-class digital experiences—powering the human expertise behind TurboTax, QuickBooks, and beyond. We are reinventing how Product Support works at scale so that well-equipped humans (and increasingly, AI working alongside them) resolve customer issues quickly, completely, and with far less customer effort. The north-star measure of this work is Full Resolution Score—the percentage of contacts fully resolved in a single interaction.

Job Overview

As a Senior Staff PM based in Bangalore, you will own the platform capabilities that power Product Support Transformation—the reusable services and AI building blocks that pre-brief experts, surface the right knowledge at the right moment, route work intelligently, and learn from every resolved case. You turn the needs of experts and the business into a scaled, dependable platform. Your work is the engine behind the experience: build it once, serve it everywhere, and make every expert interaction faster, smarter, and more trusted.

Responsibilities

Responsibilities

• Own the platform roadmap for the capabilities that serve Product Support experts—case and context management, knowledge retrieval, intent understanding, AI-assisted guidance, and the learning loop that improves the system over time.

• Translate the business use cases and expert needs (defined in close partnership with business PMs) into well-scoped platform requirements, clear interfaces, and a milestone-driven delivery plan.

• Partner deeply with engineering and data science to design capabilities as reusable services—defining the contracts, quality bars, evaluation metrics, and latency/reliability targets that production demands.

• Drive the AI-enablement of these capabilities—bringing in LLM, retrieval, and intent-modeling techniques, and standing up the evaluation and guardrails that make them trustworthy enough to put in front of experts and customers.

• Define and instrument capability-level success metrics (coverage, accuracy/precision, latency, adoption, reliability) and hold the platform accountable to them.

• Sequence a bold platform vision into actionable increments your teams can ship with speed and clarity—starting from proven foundations and scaling deliberately.

• Manage cross-team dependencies and platform contracts so capabilities compose cleanly with adjacent systems (routing, identity, knowledge, expert workspace).

Qualifications

Qualifications

• 8+ years of product management experience delivering platform, infrastructure, or AI/ML-powered products, with a strong preference for applied AI, conversational AI, retrieval, or developer/enablement platforms.

• Demonstrated ability to take capabilities from 0 to 1 and scale them—defining strategy, navigating ambiguity, and driving end-to-end delivery across complex engineering teams.

• Deep fluency with AI and ML concepts as they apply to production systems—large language models, retrieval-augmented generation, intent classification, embeddings/vector retrieval, and the evaluation methods that keep them honest.

• Strong systems and data acumen—you reason about interfaces, contracts, reliability, latency, and quality, and you use metrics and experimentation to prioritize and measure.

• Experience building reusable, multi-consumer platform capabilities—you think in services and contracts, not one-off features.

• Outstanding written and verbal communication—you can align distributed teams and partner-team stakeholders, including counterparts across geographies, around a shared technical plan.

• Global-by-design mindset and proven success partnering with business and research counterparts in other time zones.

• Bachelor's degree in Computer Science, Engineering, Mathematics, or a related technical discipline; equivalent professional experience considered.

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. The expected base pay range for this position is: