Overview

We are hiring for a Growth and Retention Delivery Lead in Toronto. This person will own the delivery and the commercial performance of the Customer Success Growth and Retention (G&R;) programs for Canada’s QuickBooks platform, and you will set the standard for how G&R; work is done across every international market we operate in. Overview

We are hiring for a Growth and Retention Delivery Lead in Toronto. This person will own the delivery and the commercial performance of the Customer Success Growth and Retention (G&R;) programs for Canada’s QuickBooks platform, and you will set the standard for how G&R; work is done across every international market we operate in. Canada’s G&R; programs are delivered entirely through outsourced (BPO) delivery partners. Customer onboarding and activation, cancellation saves, and sales through service via Product Support contacts all reach the customer through experts (agents) you do not employ, working in sites you do not directly manage. Your job is to make that delivery work. You will take the G&R; strategy and roadmap set upstream, convert it into an executable delivery plan, build the BPO partner performance strategy that gets it delivered, and hold the Canada revenue number personally. Alongside Canada, you will be the Craft Lead for Growth and Retention across International Service Delivery. Where your delivery accountability is Canada, your craft accountability is international: you will own the operating model, the playbook, the definition of quality, and the calibration for how G&R; work is done in every market the function operates in, including markets you do not deliver yourself. This is a senior individual contributor role, and it is built for someone who is effective without formal authority.



You have no reporting line into the markets you lead on craft, and no line of control into the partner organizations that deliver your business. What you achieve, you will achieve through a standard worth following, evidence, credibility, and influence. Intuit has embraced a hybrid working model, and this role will be based out of our Toronto office, 3 days a week. Responsibilities

Own The Canada Growth and Retention Programs

Own the day to day operational delivery of every Canada G&R; program, and be personally accountable for performance against onboarding, retention, and sales through service targets Translate the G&R; strategy and roadmap set at global and market level into a delivery plan with transparent sequencing, site-level ownership, milestones, and go or no-go decisions Own the leading and lagging indicators that show whether the Canada G&R; business is healthy, run the business reviews that interrogate them, and drive corrective action the moment performance moves off target Direct the training, knowledge, quality, and calibration requirements for the experts delivering G&R; programs, working through partner training functions and internal learning teams Own the design and operation of expert incentive programs, and the audit and quality routines that confirm G&R; is being executed as designed Provide the G&R; input into forecasting, demand planning, and staffing decisions for the Canada business Contribute to the design of experiments,



and run them to size expected impact before an initiative is scaled market-wide, and feed delivery evidence and market performance insight back into the upstream strategy and roadmap Own Partner Performance For Growth and Retention

Define and own the BPO partner performance strategy for G&R; in Canada: what good looks like at site level, how it is measured, how it is reviewed, and what happens when it is missed Hold outsourced delivery partners to their commitments through the weekly, monthly, and quarterly review cycle, and own the improvement plans that close performance gaps Build the operational relationships across partner delivery leadership that let you move performance quickly, without contractual or line authority over the people delivering the work Lead the Growth and Retention Craft Across International Service Delivery

Own how G&R; work is done in every international market: the operating model, the quality standard, what good looks like, and the performance framework, and keep the G&R; section of the international Service Delivery playbook current Hold one standard of execution across markets. Run the calibration that keeps judgment consistent wherever the work is delivered, act as the escalation point for craft questions, and find divergence between markets and either close it or fold it into the standard Decide directly on changes to how G&R; work is executed within this remit, keeping International Service Delivery leadership informed, and seek approval where a change carries material cost, headcount, cross-functional, commercial, or risk implications Lead practitioners outside your reporting line through standard, credibility, and influence. You will not direct their day to day

📌 Growth and Retention Delivery Lead (Toronto)
🏢 Intuit
📍 Toronto