Intuit Inc

Group Manager, Risk Management/ Risk Customer Contact Operations

Intuit Inc • $120K — $150K *
Frisco, TX 75034In-Person
Finance & Insurance
5 - 7 years of experience
3 weeks ago
Job Overview by Ladders

Qualifications

  • 7+ years in fraud investigations or risk operations within e-commerce or financial services.
  • 3+ years leading large teams (70+) to meet performance goals.
  • Experience in managing operational quality in a large contact center.
  • Strong strategic thinking and ability to translate business goals into actionable plans.
  • Exceptional judgment and customer-centric decision-making in dynamic environments.
  • Proven communication skills and ability to influence across all organizational levels.
  • Strong analytical skills and data fluency, leveraging metrics for strategic decisions.
  • Bachelor's degree in a relevant field, Lean Six Sigma Black Belt preferred.

Responsibilities

  • Lead and develop a large multi-site organization of risk investigators.
  • Balance risk decisions with maintaining exceptional customer experiences.
  • Define and implement the strategy for quality customer interactions.
  • Drive operational effectiveness and achieve KPIs through continuous optimization.
  • Leverage data-driven insights to track performance and optimize fraud/risk reduction.
  • Act as the voice of the customer in high-stakes decision making.
  • Collaborate with leadership and departments to align strategic vision and navigate conflicts.
  • Build internal capabilities through quality leadership coaching and continuous learning.

Benefits

  • Competitive compensation package including pay for performance rewards.
  • Eligibility for cash bonuses and equity rewards.
  • Regular assessments for fair pay across diverse employee categories.
Full Job Description
Intuit's FinTech organization is seeking an exceptional Manager 3 of Risk Operations. This key leadership role is responsible for overseeing financial risk mitigation (fraud/financial crimes) and simultaneously driving world-class quality outcomes within our risk contact center operations. The ideal candidate will expertly balance high-stakes risk decisions with delivering exceptional, quality-driven customer experiences, lead continuous improvement, and foster a strong people-first culture.

The core mission is two-fold: to lead a large organization in making high-stakes financial risk mitigation decisions (compliance, fraud, financial risks) and to define and embed a culture of data-driven quality and coaching excellence across frontline inbound customer contact teams. Success requires inspiring, mentoring, and collaborating with cross-functional partners (Technology, Product, Operations) to ensure maximum operational excellence and KPI achievement.

This is a hybrid role that requires on-site work approximately at least 3-4 days per week to foster collaboration and strong working relationships. Domestic travel may be required up to 10% of the time, especially during the initial onboarding period. Extended hours during peak fraud analysis periods are essential

Responsibilities

  • Lead and Develop a Large Organization (100+): Lead and develop a multi-site organization of risk investigator/contact center team members, fostering a culture of ownership, continuous improvement, customer obsession, and resilience during crisis management.
  • Balance high-stakes risk decisions with ensuring exceptional, quality-driven customer experiences.
  • Define and Deploy the Quality Interaction Strategy: Define, deploy, and govern the strategy to drive exceptional customer outcomes which may include integrating AI-based scoring, human audit frameworks, and coaching feedback loops.
  • Drive Operational Effectiveness & KPIs: Drive operational effectiveness and KPI achievement (e.g., quality, handle time, service level commitments) through goal definition, continuous process optimization, and corrective action plans that focus on root cause elimination.
  • Leverage Data-Driven Insights: Utilize strong analytical acumen to track KPIs, measure program effectiveness, and develop compelling business cases for fraud/risk reduction and operational streamlining.
  • Serve as Customer Advocate: Serve as the voice of the customer, advocating for risk and customer experience balance when making high-stakes decisions and resolving customer friction points.
  • Collaborate and Influence Strategy: Collaborate and influence senior leadership and cross-functional partners to align strategic vision, navigate conflicting stakeholder interests, and drive organizational direction.
  • Build Internal Capability: Build internal capability by driving quality leadership coaching, calibration, and continuous learning.


Qualifications

  • Domain Expertise: 7+ years of experience in fraud investigations, underwriting, risk operations, or a related field within e-commerce, banking, or financial services, with experience leading a large-scale contact center framework.
  • Operational Leadership: 3+ years leading teams of 70+ (ICs and Managers) to exceed performance goals.
  • Quality Management Expertise: Proven experience designing, deploying, and managing operational quality in a large-scale contact center environment.
  • Strategic Mindset: Demonstrated strategic thinker, adept at translating complex business objectives into actionable plans with measurable success.
  • Decision Making & Judgment: Exercise sound, risk-based judgment and customer-centricity to execute effective solutions in dynamic environments. Requires sophisticated critical thinking, meticulous attention to detail, and robust organizational skills.
  • Communication and Influence: Exceptional communication and interpersonal skills, with a proven track record of building strong relationships and influencing decision-making across all organizational levels.
  • Data Fluency: Strong analytical acumen and proven ability to leverage data to identify problems, inform strategic decisions, and assess the impact of operational and quality processes.
  • Education: Bachelor's degree in a related field (Accounting, Finance, Data, Criminal Justice, Business Operations, or Quality Management). Lean Six Sigma Black Belt (LSSBB) or equivalent certification preferred.


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 ). 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.

About Intuit Inc

Intuit offers business and financial management solutions for SMBs, financial institutions, consumers, and accounting professionals. The company’s product portfolio includes TurboTax, a software solution that offers free tax filing, efile taxes, and income tax returns; Quicken; QuickBooks; Mint.com, and more. It also offers end-to-end solutions for online tax preparation, download products, mobile tax prep, mortgage interest and property tax, corporations tax, military tax, and more. Intuit was founded by Tom Proulx and Scott Cook in 1983 and is based in Mountain View, California. The company serves customers in North America, Asia, Europe, and Australia with offices in the United States, Canada, India, U.K., and Singapore.

Intuit Inc Careers

Join the dynamic team at Intuit Inc, a global powerhouse in financial software, where innovation, leadership, and diversity training are at the heart of everything we do. This is an unparalleled opportunity to advance your career with a company that is committed to empowering communities and small businesses with innovative financial solutions.

Work You’ll Do

At Intuit Inc, you’ll be part of a culture that cherishes innovation and values the unique perspectives of its team members. You will collaborate with some of the brightest minds in the industry, using your skills to influence the future of technology and finance. Our team at Intuit Inc is driven by the mission to power prosperity around the world, and you can be at the forefront of this transformation.

Explore Job Opportunities and Growth

Intuit’s career paths are as diverse as the innovative solutions we provide to millions. From finance to software engineering, our job opportunities span across multiple disciplines. Whether you’re looking for a full-time position, an internship, or leadership roles, Intuit offers a world of opportunities for professional growth. Our hiring process is designed to identify and attract professionals who are not only skilled but are also passionate about making a difference.

Professional Development and Benefits

Invest in your future with Intuit’s industry-leading benefits and professional development opportunities. Our employees enjoy comprehensive benefits that ensure their personal and professional satisfaction, including health, wellness, and continuous learning perks. At Intuit, we also understand the importance of diversity training and leadership development, providing various programs that foster an inclusive environment.

Join Our Team

Embark on a journey of growth and innovation at Intuit Inc. Search open positions that match your skills and interests. We are looking for curious, creative, and solution-driven team players. Prepare your resume, ace the interview, and join a team that’s committed to creating solutions that power prosperity around the globe.

Networking and Career Advancement

At Intuit Inc, networking and internal mobility are encouraged to foster professional growth and innovation. Connect with leaders and peers through our various networking events, mentorship programs, and collaborative projects. With support at every step of your career, the opportunities at Intuit are limitless.

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Explore Careers at Intuit Inc

Discover the exciting and rewarding career opportunities awaiting you at Intuit Inc. Let your ambition lead you to success. Join us in our mission to power prosperity and contribute to our journey of continuous innovation.

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At Intuit Inc, every role is a chance to innovate, grow, and make an impact. Join us, and together let's shape the future of finance.
Learn more about Intuit Inc
Size
13,500 employees
Market Cap
$107.4 billion
Industry
Consumer Technology
Net Income
$1.7 billion
Founded
1983
5 Year Trend
+19.6%
Revenue
$7.7 billion
NASDAQ
INTU
* Ladders Estimates

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