At Intuit, our mission is to power prosperity around the world. We do this by creating products that deliver exceptional customer value. With iconic brands such as TurboTax, QuickBooks, Credit Karma, and Mailchimp, Intuit serves more than 100 million customers globally.
Intuit’s Virtual Expert Platform connects millions of customers with thousands of human experts – tax professionals, bookkeepers, and business specialists – and with the AI that works alongside them. It powers Intuit’s multi-billion-dollar expert services business, including TurboTax Live and QuickBooks Live, blending artificial intelligence with human expertise so customers get fast, trustworthy answers at the moment they need them.
Within VEP, Conversational Intelligence is the AI platform that understands every customer–expert conversation as it happens and turns it into real-time guidance, quality measurement, and learning. Operating across tens of thousands of experts, roughly 100 million customers, and billions of minutes of voice, video, screen-share, and chat each year, it is the authoritative source of truth for what happens in a conversation – and what to do about it.
Most conversation analytics in the industry today, “transcribe-then-reason”: they convert speech to text, lose tone and on-screen context, and arrive seconds – or even hours – too late to change the outcome. We are building the opposite: a multimodal-first, real-time platform that reasons directly over audio, video, and screen streams; understands tone and intent, not just words; and delivers insight in under three seconds, live in the conversation. It coaches sellers and experts in the moment, measures the quality and trust of every AI-generated insight, and feeds what it learns back into both the AI and the people. A core part of the strategy is building these capabilities or partnering where it makes sense with third-party vendors – all the while ensuring that the customer and conversational data stays inside Intuit’s trust boundary.
We are seeking a Principal Product Manager to define and drive the strategy and roadmap for Conversational Intelligence. As a most senior individual contributor in the area, you will own the multi-quarter product vision for an AI system that moves beyond simple transcripts to understand voice, video, screen context, and tone – in real time, at the scale of an entire expert network. You will lead through influence rather than a reporting line, setting direction for engineers, applied-AI scientists, designers, and business partners, and making the hard calls that determine whether AI genuinely makes experts and customers better.
The Ideal Profile: You are an AI-first product leader, energized by hard, ambiguous problems at the intersection of large language models, real-time systems, and human expertise. You think in platforms, not features: you know durable scale comes from one reusable intelligence engine that many products and teams build on, not a sprawl of point tools. You are fluent enough in modern AI – multimodal models, streaming inference, evaluation and trust, and the cost–latency–quality trade-offs of production systems – to earn the respect of senior engineers and data scientists, and clear enough to make those trade-offs legible to executives and non-technical partners. You believe AI should make human experts better, not merely cheaper, and you obsess over systems that stay trustworthy in high-stakes, real-world moments.
Responsibilities
Define and own the multi-year vision and strategy for Conversational Intelligence – the AI platform that turns every customer–expert conversation into real-time, multimodal, trustworthy intelligence.
Make the hard architectural product calls – multimodal-first vs. transcript-based, real-time vs. batch, first-party vs. third-party, platform vs. point product – and articulate the trade-offs clearly to both engineers and executives.
Hold a clean platform-versus-product boundary: build one reusable intelligence engine that many products, channels, and teams can adopt, so the platform is never coupled to a single product’s roadmap.
Own the roadmap end-to-end across data ingestion, real-time streaming, multimodal understanding, quality and trust, and self-serve onboarding.
Drive delivery of in-the-moment guidance that meets real-time latency bars (roughly sub-three-second for chat and sub-1.5-second for voice) without trading away accuracy or depth of reasoning.
Sequence the shift from third-party tools to first-party AI so that no team is ever stranded – each migration gated on the platform first reaching the capability it replaces.
Engage deeply with experts, sellers, managers, and the customers they serve to understand real conversations and the moments where AI can change the outcome.
Translate field observation and quantitative signals into a roadmap that measurably improves resolution, conversion, handle time, and – critically – expert trust in the product.
Define success metrics that reflect both experience and platform health: insight quality and trust, coverage, latency, privacy/compliance (such as accurate redaction of sensitive data), and adoption.
Stand up the evaluation and feedback loops – automated “LLM-as-judge” scoring against expert-verified data, human-in-the-loop review, confidence scoring, and drift detection – that let the platform improve continuously and earn user trust.
Operate as the most senior individual contributor in the area: set the bar for product craft, mentor and uplevel other product managers, and lead through influence rather than authority.
Align senior stakeholders across multiple teams and businesses behind a single platform strategy, and drive clarity and decisions in ambiguous, fast-moving situations.
Partner closely with engineering, applied AI/ML and data science, design, analytics, privacy and compliance, and business and operations partners to embed the platform into live products.
Act as a unifying force across teams – converging fragmented tools into one platform while keeping speed, depth, and trust in balance.
Qualifications
10+ years of product management experience, with a strong track record of building and scaling complex platforms, AI/ML-powered products, or real-time, data-intensive systems.
Proven ability to lead high-impact product areas end-to-end, from strategy through execution, delivering meaningful customer and business outcomes as a senior individual contributor – not solely through a reporting line.
Experience with platforms, marketplaces, communications or conversational products, or other AI-enabled products is a strong plus.
Deep, hands-on familiarity with modern AI: large language models, multimodal models (speech/audio and vision), retrieval and memory, and streaming/real-time inference, including the cost, latency, and quality trade-offs of running them in production.
Comfortable owning AI-specific product concerns – evaluation (golden datasets and “LLM-as-judge”), human-in-the-loop quality, hallucination and confidence, model drift, and responsible-AI and privacy concerns such as redaction of personal data and regulatory compliance.
Able to engage credibly in technical discussions on scalable, reliability-critical AI systems, and to make build-versus-buy and first-party-versus-third-party decisions.
Excellent analytical skills; uses data, experimentation, and qualitative insight to set direction and measure success – including for probabilistic AI systems, where “correct” is a distribution rather than a constant.
Thrives in ambiguity – takes open-ended, cross-cutting problems and turns them into clear vision, strategy, and executable plans.
Strategic & systems thinking – thinks holistically about customer journeys, expert workflows, AI systems, and platform trade-offs.
Customer & expert obsession – a passion for building AI that works in real-world, high-stakes moments and makes human experts better.
Influence & cross-functional leadership – a proven ability to align senior stakeholders and cross-functional teams without formal authority.
Executive communication – clearly articulates AI strategy, trade-offs, and outcomes to both technical and non-technical audiences.
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Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.
