Staff Executive Resolution Manager - Office of the President

Company Overview

Job Overview|Job Description

Join Office of the President (OOP) as a full-time Executive Resolution Manager and be a part of our world-class customer support team. OOP handles high-velocity customer escalations on behalf of Intuit's Executive staff by working directly with customers and collaborating internally across all of Intuit's Business Units (BUs) in an effort to quickly achieve issue resolution.

This is a high-volume, phone-based case management role: you will serve as the resolution manager for your cases and own each one end to end — from intake through investigation, cross-functional coordination, and close-loop resolution. Speaking directly with customers over the phone is a core, daily part of the job. Beyond resolving the individual escalation, you'll conduct Root Cause Analysis to understand why the issue happened and help shape the preventative actions that drive systemic change across the ecosystem.

Our team is an Ambassador to the Intuit brand and works to learn from trending issues to eliminate customer pain points, not only for the customer who escalated, but for all customers facing the issue. We seek individuals who are passionate about delivering a world-class customer experience and have a deep commitment to influencing and driving systemic change throughout the ecosystem. Ideal candidates are detail-oriented, have extreme-ownership, bias-for-action, and customer-obsession mindsets, and have a thorough understanding of Intuit products and services.

Responsibilities

• As an Intuit Ambassador, conduct yourself in a way that represents our brand positively.
• Serve as the primary point of contact and Resolution Manager for executive escalations, managing a high volume of cases from start to finish.
• Utilize OOP's case management system to effectively track and prioritize escalations, and collaborate with internal teams to achieve timely issue resolution.
• Communicate confidently and effectively with customers, executives, and cross-functional stakeholders throughout the escalation process, providing regular updates as needed including a close-loop resolution summary.
• De-escalate emotionally charged customer situations with empathy, and take the lead in cross-functional meetings, keeping discussions on track and driving them toward resolution.
• Analyze customer concerns and provide timely recommendations to improve products, services, and processes across the organization.
• Conduct deep dives on customer journeys leading to escalation, leveraging existing data to support the voice-of-the-customer mechanisms across the company.
• Complete Root Cause Analysis on your cases to identify the underlying cause of problems, and use those findings to shape clear, preventative actions that create systemic change. Summarize the actions taken in concise Executive Summaries.
• Build and maintain positive relationships with internal stakeholders and cross-functional teams, promoting effective collaboration and improving operational efficiencies across the company.

In summary, the Executive Resolution Manager role requires someone who can not only manage a high volume of complex and high-visibility customer escalations but also communicate effectively and collaborate cross-functionally to drive change and improve the overall customer experience. This person should have a deep understanding of Intuit's products and services, be able to analyze data and insights to inform decision-making, and be comfortable leading and influencing others without direct authority. Additionally, this person should have a strong focus on customer empathy, problem-solving, and attention to detail, while being able to adapt to changing priorities and business needs.

Qualifications

General

• Effective communicator that can quickly adjust elevation across varying levels of employees up to CEO.
• Ability to communicate technical concepts and jargon in a clear and easy-to-understand way for non-technical audiences.
• Demonstrated ability to work independently and within a team, with strong organizational and time management skills.
• Detail-oriented and can manage complex assignments, exercising good judgment in decision-making.
• Flexible and adaptable to work occasional weekend shifts on a rotating basis and adjust to business needs.
• Willingness to rotate holiday coverage with the team, providing support during holidays and the surrounding high-demand periods.
• Bachelor's Degree preferred, Masters Degree highly preferred.

Technical & Experience

• Prior hands-on experience with Salesforce strongly preferred.
• Experience with Amazon Connect strongly preferred.
• Prior work experience in Executive Resolutions, or handling high-visibility escalations, is highly desirable.
• Familiarity with multiple Intuit product lines preferred.

Executive & Stakeholder Management

• Analytical thinker who makes data-driven decisions and transforms insights into actionable plans.
• Exceptional communication skills, including business writing and presentations across different levels of the organization.
• Ability to use data to motivate, inspire, and drive implementation of innovative and best-in-class improvements.
• Proven track record in leveraging data and insight-backed strategies to drive execution.
• Strong cross-functional collaboration skills with a "win-together mentality."
• Able to navigate complex and matrixed organizational structures, build trust, and influence stakeholders at all levels.
• Experience with developing and implementing communication strategies for high-stakes or sensitive situations, such as managing executive escalations.
• Ability to coach and train team members and colleagues on effective communication skills, both written and oral.
• Comfortable working in a fast-paced, high-pressure environment while maintaining a calm and professional demeanor.

Project Management

• Strong project management skills to prioritize and drive cross-functional initiatives.
• Demonstrated understanding of project management processes, strategies, and methods.
• Business acumen and creativity to generate innovative ideas and identify new opportunities to advance the business.

Customer Facing

• Comfortable and confident speaking with customers over the phone. This role requires regular, direct phone, and sometimes Zoom, contact with customers throughout the escalation process.
• Ability to de-escalate and empathize with customers, providing excellent and highly detailed customer service.
• Ability to take the lead in customer and cross-functional meetings, keeping them on track and steering toward resolution.
• Proven record of solving complex customer inquiries, with high visibility to Executive Leadership.

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.