Office of the President (OOP) Executive Resolution Manager

Executive Resolution Manager

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.

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.

Qualifications : General

Executive & Stakeholder Management

Project Management

Customer Facing

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs. 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 : EOE AA M / F / Vet / Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.