Principal Program Manager, Workforce Management (WFM)

Role Overview: Intuit is seeking a strategic and operations-focused leader to join the Intuit WFM Real Time Operations team in Bangalore, India. As a key member of the team, you will enhance AI-powered digital and human expertise to prioritize customer experience and collaborate across functions. Your role will involve advising Expert Network leadership, aligning strategies for high-quality, scalable customer service, and ensuring effective cross-functional program delivery. The ideal candidate will possess strong data-driven decision-making and communication skills to drive business goal achievement. Additionally, you will champion customer advocacy and serve as the India site ambassador, supporting a 24/7/365 intraday management contract worker team. Key Responsibilities: - Advocate for customers, ensuring exceptional service delivery, and resolving customer pain points - Optimize Expert occupancy to balance premium customer service with internal productivity and cost management - Drive complex programs in collaboration with cross-functional groups to achieve successful outcomes - Anticipate and proactively manage risks, communicating updates and escalating as needed - Lead teams towards strategic goals, creating timelines, managing dependencies, and removing obstacles - Drive process improvements through efficiencies and automation - Define success, prioritize tasks, and make data-driven decisions for business success - Utilize technical understanding of WFM value chain to manage the near-term horizon effectively Qualification Required: - Operational Expertise: Skilled in developing and refining processes for driving business performance - Analytical and Problem-Solving Skills: Ability to interpret data and make decisions based on insights - Customer-Centric Mindset: Committed to enhancing customer experience through high-quality expert interactions - Collaboration Skills: Exceptional communication and interpersonal skills for building cross-functional relationships - Business Communication and Storytelling: Able to synthesize insights for C-level audiences - Experience: 5+ years in business operations, strategy, or related field supporting executive leadership - Experience: 10+ years in Customer Success Workforce Management, including demand planning, forecasting, and intraday management,