Senior Community Engagement Leader - Consumer Group

Company Overview

Job Overview|Job Description

Intuit is a global technology platform that helps our customers and communities overcome their most important financial challenges. We help give over 50 million consumers, small businesses, and self-employed customers around the world the opportunity to prosper.

Intuit’s Expert Network Operations organization is seeking a collaborative and customer-obsessed leader to join our Consumer Group Community Team as a Community Engagement Manager. In this role, you will lead community engagement programs while providing guidance toour seasonal team of US and Canada Community Engagement Specialists, ensuring customers receive answers for their tax, personal finance, and product questions.

The Consumer Group Community Engagement Team supports Intuit’s brand presence and voice in our online TurboTax and Accountants communities by monitoring the daily activity of all contributors and ensuring they receive the care they need. The team actively engages with community contributors and domain experts and is responsible for building and maintaining relationships to keep all channels thriving. The team runs numerous programs and initiatives designed to increase community participation, customer satisfaction, and trust. In addition to being brand ambassadors for the community channel, the Engagement Team also supports internal employees by delivering data and insights to stakeholders and guiding employee participation within the community.

Responsibilities

What you’ll do as the Consumer Group Community Engagement Manager:

• Manage the overall quality of community engagement and cultivate Intuit’s presence within our communities

• Lead within a fast paced, constantly changing environment while fostering high performance, continuous improvement, and seasonal team excellence through one-on-ones, operational meetings, and ongoing coaching and mentoring

• Guide the execution of projects that drive community engagement, such as virtual events, seasonal campaigns, gamification initiatives, and community champion programs

• Translate Voice of the Customer feedback into tangible insights that impact the business, surfacing findings on Intuit products to internal stakeholders

• Leverage data to analyze community performance, while measuring progress toward goals

• Define escalation paths for customer issues within the community

• Synthesize and communicate key information between the team and internal stakeholders

• Drive customer satisfaction and community growth through proactive programs and cross-functional collaboration

• Engage with external and internal customers through authentic, natural written communication

• Support the team by exercising good judgment and critical thinking to protect the reputation of the brand and to resolve customer issues

• Execute response plans on sensitive, controversial topics

• Champion adoption of AI-enhanced workflows to reduce friction and improve process efficiency

• Review and complete administrative tasks such as payroll and schedules in a timely manner

Qualifications

What you’ll need:

• Bachelor’s degree or equivalent work experience in communications, business, marketing, sociology, or related field

• Experience in a seasonal environment, and working with contract workers

• Understand how a customer facing team impacts brand perception and Generative Engine Optimization 

• Passion for online communities, forums, and social media, personally or professionally

• Experience interacting with influential users in online communities or other social media platforms (such as X, Facebook, Reddit, etc)

• Understanding of online community principles and how to engage with a broad user base

• Ability to quickly and creatively adapt to changing situations, while proactively developing solutions

• Strong initiative with analytical, problem solving and troubleshooting abilities

• Ability to effectively communicate with individuals possessing diverse knowledge levels and personalities

• Demonstrated business acumen 

• Exceptional written and verbal communication skills 

• Knowledge of the tax and/or personal finance industry a plus

Work Environment:

• This is an onsite position in either San Diego, Atlanta, or Mountain View

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. 

The expected base pay range for this position is:
Mountain View, CA $122,500- $165,500
San Diego, CA $109,000- $147,500