Intuit Inc

Senior Manager (M2), Partner Resolution Management

Intuit Inc • $120K — $145K *
Phoenix, AZ 85032In-Person
Finance & Insurance
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree or equivalent practical experience.
  • 5+ years leading teams in escalation management, customer resolution, or support operations, preferably in B2B, fintech, SaaS, or accounting.
  • Experience managing high-stakes issues with legal, financial, or reputational sensitivity involving high-value partners.
  • Proven track record in hiring, coaching, and developing management-level staff.
  • Ability to analyze data to identify root causes and improve resolution metrics.

Responsibilities

  • Lead and develop a team dedicated to resolving complex partner escalations, ensuring timely outcomes.
  • Manage the escalation and resolution process from intake to executive reporting.
  • Act as the senior point of escalation for sensitive partner issues, balancing various risks.
  • Collaborate with cross-functional teams to identify root causes and implement systemic fixes.
  • Create governance models and playbooks that enhance efficiency as partner issues increase.

Benefits

  • Remote work opportunity with a focus on operational excellence.
  • Occasional travel (~10%) for partner engagement and meetings.
  • Competitive compensation package with performance-based rewards.
  • Opportunity to influence high-visibility partner experience and satisfaction.
Full Job Description
The Accountant High Value Partner Ecosystem team is responsible for the experience of Intuit's most strategic accounting firm and ProAdvisor partners across QuickBooks Accountant, QuickBooks Accountant Premium, and National Accounts. As Senior Manager, Partner Resolution Management, you will lead the team accountable for resolving the most complex, high-visibility escalations from our highest-value partners - protecting trust, minimizing business and reputational risk, and driving the root-cause fixes needed to prevent issues from recurring.

This is a remote people-leadership and operational-excellence role. You will build and coach a team of resolution managers and specialists, own escalation governance end-to-end, and partner across Product, Support Operations, Legal, Risk, and Finance to resolve issues quickly while influencing the upstream changes that reduce escalation volume over time.

Responsibilities
  • Lead, hire, and develop a team of resolution managers/specialists dedicated to resolving complex, high-stakes escalations from Intuit's highest-value accountants and firm partners, ensuring timely, high-quality outcomes.
  • Own the end-to-end escalation and resolution management process for the High Value Partner Ecosystem - intake, triage, prioritization, SLA adherence, and executive-level reporting.
  • Serve as the senior point of escalation for the most sensitive or complex partner issues, exercising sound judgment to balance partner experience, business impact, and risk.
  • Partner cross-functionally with Product, Engineering, Legal, Risk, Finance, and Support Operations to diagnose root causes of recurring issues and drive durable, systemic fixes rather than one-off resolutions.
  • Build and maintain resolution governance models, playbooks, and escalation frameworks that scale quality and consistency as the partner base and issue complexity grow.
  • Analyze resolution and satisfaction data - time-to-resolve, reopen rate, tNPS, and partner satisfaction - to identify trends, surface systemic pain points, and inform leadership on the health of the partner ecosystem.
  • Represent the voice of the high-value partner in cross-functional planning, advocating for the process, policy, and product changes that reduce escalation volume and improve the overall partner experience.
  • Lead change management for new tools, workflows, and policies affecting the resolution team, ensuring smooth adoption with minimal disruption to service levels.
  • Coach and grow people leaders and individual contributors - setting clear expectations, developing craft skills, and building a strong talent pipeline within the team.
  • Partner with Workforce Management and Finance to align staffing, capacity, and budget plans to forecasted escalation volume and seasonal demand.
  • Contribute a resolution-management lens to the broader Accountant Experience and Customer Success strategy, informing roadmap and investment decisions.


Qualifications

Required

  • Bachelor's degree or equivalent practical experience.
  • 5+ years leading teams in escalation management, customer resolution, support operations, or a related customer-facing discipline, ideally within B2B, fintech, SaaS, or accounting/financial services.
  • Proven experience managing high-stakes, high-visibility issues involving VIP or high-value customers/partners, including issues with legal, financial, or reputational sensitivity.
  • Strong people-leadership track record, including hiring, coaching, and developing managers or senior individual contributors.
  • Demonstrated ability to use data to diagnose root causes, measure resolution effectiveness, and drive continuous improvement (e.g., resolution time, reopen rate, CSAT/tNPS).
  • Excellent written and verbal communication skills, with experience presenting to and influencing senior/executive stakeholders.
  • Experience leading cross-functional partners (Product, Legal, Risk, Finance) toward shared resolution and process outcomes.
  • Strong operational rigor - able to build repeatable processes, playbooks, and governance models that scale.
  • Comfortable operating in ambiguity and leading teams through organizational or process change.


Preferred

  • Experience supporting accounting or financial professionals, with familiarity with QuickBooks Accountant, ProAdvisor, or similar practice-management ecosystems.
  • Background in a partner, alliance, or channel-facing role in addition to direct customer support.
  • Experience with escalation/case management tooling and CRM platforms.
  • MBA or advanced degree in a related field.


Additional Information

  • This role may require occasional travel (~10%) for stakeholder and partner engagement.

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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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