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Executive Resolution Manager
Location(s): Tucson, Arizona; San Diego, CaliforniaCompany Overview
Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.
Job Overview
Join the Office of the President (OOP) Executive Team 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 effort to quickly achieve issue resolution. Our team is an Ambassador to the Intuit brand and works to learn from trending issues to eliminate customer pain points for not only the customer who escalated, but for all customers facing the issue. We seek individuals who are passionate about delivering world-class customer experience and 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
Qualifications
General
- Flexible and adaptable to work occasional weekend shifts and adjust to business needs
- 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
- Bachelor's Degree 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
- Ability to de-escalate and empathize with customers, providing excellent and highly detailed customer service
- Proven record of solving complex customer inquiries, with high visibility to Executive Leadership
- Familiarity with multiple Intuit product lines (preferred)
Responsibilities
- As an Intuit Ambassador, conduct yourself in a way that represents our brand positively.
- Serve as the primary point of contact and Case Manager for executive escalations, managing the entire process 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.
- 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.
- Use Root Cause Analysis to identify the underlying cause of problems and develop clear and concise Executive Summaries to summarize the preventative actions taken.
- Build and maintain positive relationships with internal stakeholders and cross-functional teams, promoting effective collaboration and improving operational efficiencies across the company.
- Using insights gathered from OOP escalation to design improve experiences for Customers, working with business unit customer experiences team
- In summary, the Executive Resolution Manager role requires someone who can not only manage 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.
Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is Southern California $139000 - 188000. This position will 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 pay equity for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.
"When I encounter a technical problem, I feel driven to find a solution that is simple, human, and easy to understand."
"It’s important to always strive for improvement, even if you’re already in a good place."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
"Designing at Intuit feels special because we're not just making things to make things. We're tackling real, consequential financial problems voiced by small businesses, self-employed, and individuals around the world. I'm grateful to have such a worthy and motivating mission when I go to work – powering prosperity around the world."
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"By feeding our customers' data through machine learning algorithms, we uncover valuable insights that empower millions of customers to feel more confident about their financial future."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
"We use the latest Native frameworks for iOS and Android to deliver a truly delightful mobile-first experience for our customers. I love that we're enabling millions of customers to improve their financial health, all under a world-class mobile experience."
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
"It's a great feeling knowing that when you push out a new feature or fix, our customers notice it and really love the work that we do! Here at Intuit, not only do we have the freedom to work with the newest technologies, but we value solving challenging financial problems for our customers above everything else."
"One of my favorite aspects of this role is that my work is helping small business owners achieve their business goals by solving complex financial problems. It's gratifying to know that the work that I'm doing directly impacts consumers and makes their lives easier so that they can focus their energy on growing their business."
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
Hear from our employees
Conrad De Peuter
Senior Data Scientist - Machine Learning Futures Group
Conrad leverages tools like natural language processing and machine learning to help tax analysts and small business owners use TurboTax and QuickBooks more efficiently. For Conrad, Intuit is a great place to learn, grow, and take full ownership of your career path.
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