Lead the Identity Lifecycle and Account Management Product functions across the Intuit Ecosystem.

Transform Intuit's approach to Account Management, from product based to a single experience that supports the entire ecosystem of 18 products. We're transforming what most companies treat as a necessary evil into a value add experience that increases customer's engagement with our products.Top line metrics:- New Units - $4M increase in annualized revenue, by enabling customers to activate additional products Bottom line metrics:- Care savings - $8MM in annualized savings via enabling customer self-service ** Built as an open platform, enabling Intuit capability teams to own e2e capability and front end experience while adhering to style and tech standards** Within the first three months, through improved access to account management and development of new capabilities saved Intuit more than $2.5MM in annualized care costs

Lead build/buy strategy for replacement of Intuit’s 15 year old monolithic Identity stack. Define success for developers, customers and Intuit. Build, scale and develop Intuit's Customer Identity Platform enabling quick and simple authentication, authorization decisions and management of their account. Customer Identity Platform is the backbone managing access, consent and attributes across the enterprise.KPIs:MTTR from 8 hrs → 15 minutesDeveloper Cycle Time 9 days → 3 daysTP99 15 seconds → 11 seconds (target 7 seconds)Uptime 99.9% → 99.99% (Target 99.999%) Selected contributions:** Drove decision and strategy to leverage open source solutions for commodity capabilities while investing in homegrown solutions to meet Intuit’s diverse use cases ** Built the platform roadmap enabling speed of delivery and scale through AWS and vendor integration strategy** Pushed teams solution thinking from three to ten year horizon

Lead Strategy, Investment and Capability Definition for Natural Language Understanding (NLU), Search, Community and Self Help within Intuit’s Central Technology organization. Direct four scrum teams across Mountain View, San Diego and India in delivering NLU capabilities, widgets, and network effect platform based support sites across Intuit’s products. Lead analytics and a/b testing strategy across experiences. Work across major functional groups to set priorities and align quarterly and yearly outcomes. Find, socialize and prioritize high potential opportunities. Selected Contributions: ** Across all products, saving more than $80 million in support costs annually though combining FAQs and user generated content in in-product , machine learned search, and offering community as a support channel ** Defined and drove SEO and Content Strategy across Intuit’s support sites, increasing revenue from $700k in FY16 to $18 Million in FY18 ** Led change to shift from a monolithic search as a service offering to a search platform. Enabling internal customers to plug and play different technologies within the search platform. ** Transformed static support sites to business unit (BU) configurable experiences, enabling product people to define and configure the right strategy for their customers and saving more than 3 developers worth of work annually ** Led Data Science/Engineering mission based team in delivering Natural Language Understanding capabilities for Intuit. Multiple services launched, most successful focused on clustering CUI answers for low confidence queries.

Lead strategy and operations of self-help conversion funnel for key product line of world-renowned financial software developer. Direct team of nine to develop and deliver online resources maximizing customer experience for payroll products and services through self-help tools. Perform trend analysis, oversee usability studies, and conduct customer interviews to assess customer needs and behaviors. Devise and implement strategies in partnership with design and engineering teams. Participate in development of web-based solutions. ** Established direct online contact capability for payroll products via employee management system (EMS) self-help conversion funnel, generating 30K monthly online inquiries and reducing phone traffic by 65%. ** Bolstered resolution rate from 48% to 70% in only six months by building top-performing team of analyst, engineers, and editors. ** Increased customer satisfaction by launching Year-End Center to fulfill customer needs based on cyclical trends, drawing 200K visitors and achieving 78% resolution rate. ** Selected for company's elite Innovation Catalyst Program to further develop demonstrated talent for implementing strategic customer solutions.

Developed online vision for payroll product lines through utilization of content management system expertise. Gathered requirements from 7 business units including customer service, sales, marketing, and web experience groups. Developed and implemented automated processes in alignment with stakeholder objectives. Identified opportunities for product improvements and proposed solutions. ** Maximized potential of formerly under-utilized content management system, effectively demonstrating its value and infusing it into daily customer care operations. ** Launched community for SharePoint developers and administrators to foster exchange of ideas. ** Achieved stringent deadlines for developing enhancements and resolving critical technical issues.