Group Manager, BPO Center of Excellece

Group Manager, BPO Center Of Excellence

We are seeking a highly strategic and results-oriented Group Manager, BPO Center Of Excellence (CoE) to establish and lead the centralized management of our Business Process Outsourcing (BPO) partners within the Sales organization. This role is foundational to Intuit's strategy to move from fragmented BPO management to a singular, horizontally operating Center of Excellence.

You will be directly responsible for defining the governance framework, driving operational efficiency, maximizing the ROI of our BPO relationships, and ensuring our outsourced capabilities are strategically aligned with Intuit's overarching sales objectives. Success in this role will be defined by the establishment of standardized BPO management processes, significant improvements in vendor performance, and enhanced cost efficiency, as well as the buildout of a team to support this strategy.

Responsibilities

• Define, develop, and continuously evolve the Sales-wide BPO outsourcing strategy and future roadmap.
• Establish and enforce the governance framework, including processes for BPO intake, prioritization, and approval of new use cases.
• Define and administer overarching vendor selection, continuous evaluation criteria (e.g., scale, repeatability, risk), and selection criteria to maximize long-term value.
• Partner with Procurement and Legal to standardize BPO contracts, including incentive design and critical support ratios, improving collective bargaining power.

Vendor Performance Management and Oversight

Operational Transition and Change Management

Technology Standardization and Process Excellence

Qualifications

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position will 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. The expected base pay range for this position is : Bay Area California : $191,000-258,500.