Senior Manager, Data Science

The Intuit Customer Success (ICS) Data Science & Analytics team is seeking a Manager 2, Data Science to lead product analytics for the platform that connects customers with our experts: how customers are routed and matched to the right expert, and how the knowledge and AI-powered tools experts use shape the outcome.

This is a player-coach role. You will lead a small team of analysts and data scientists while spending a material part of your time staying hands-on in the data yourself, and you will be the analytics voice in the room with product managers and product development leaders, defining what 'good' looks like before a feature ships and what evidence a change must produce to earn a rollout.

Responsibilities

• Own the product analytics framework for the expert platform (event taxonomy, instrumentation requirements, adoption and funnel measurement), spanning how customers are matched to experts and how experts use the knowledge and AI tools available to them.

• Define the outcome metrics that make matching and tooling decisions comparable: time to connect, first-contact resolution, transfer and re-contact rate, satisfaction, conversion, and expert efficiency.

• Size initiatives before they are built; turning product problem statements into measurable impact estimates from behavioral data, separating total from achievable opportunity, and using those estimates to stack-rank the roadmap with product partners.

• Design and run the experimentation program, including the designs this domain requires: switchback, cluster-randomized, and interference-aware tests where routing one customer changes what is available to the next.