Intuit Inc

Service Recovery: Distressed Customer Development

Intuit Inc$110K — $130K *
Business Services
8 - 10 years of experience
Job Overview by Ladders

Qualifications

  • 10-15+ years in strategy, operations, or management roles
  • Bachelor's degree or equivalent practical experience
  • Six Sigma Black Belt certification
  • Proven ability to scale processes in large organizations
  • Expertise in building financial models and performance frameworks
  • Experience in driving organizational change with executives
  • Exceptional verbal and written communication skills

Responsibilities

  • Enhance distressed detection signals for better customer service recovery
  • Represent customer distress signals in weekly leadership reports
  • Lead distressed customer Gembas
  • Develop and deliver Distressed Customer performance to executive audiences
  • Identify and reduce transfer rates by analyzing handoff failure patterns
  • Define operational playbooks for customer recovery by failure type
  • Define training and hiring profile needs across the program
  • Serve as liaison between service recovery and various operational teams
Full Job Description
You are relentlessly customer obsessed and move with a high bias for action to resolve issues that cause friction and erode customer trust in our products. This role owns scaling and enhancing the Distressed Customer program, translating customer distress signals into scalable service recovery outcomes. It is responsible for enhancing detection signals to identify at-risk customers earlier, defining recovery playbooks by failure type, and reducing transfer rates through systemic handoff-pattern analysis.

Responsibilities
  • Enhance distressed detection signals to provide world class customer service recovery
  • Represent customer distress signals in weekly leadership reporting
  • Lead distressed customer Gembas
  • Develop, manage, and deliver Distress Customer performance to executive audience
  • Reduce transfer rates by identifying handoff failure patterns at scale
  • Define and operate customer recovery playbooks by failure type
  • Define tooling, training, and hiring profile needs across the program
  • Liaison between Service recovery and operations, service, product, etc. teams.
  • Stakeholder managem


Qualifications

Work History: 10 to 15+ years in strategy, operations, or management

Education: Bachelor's degree (BA/BS) or equivalent practical work experience.

Core Skills and Competencies:

  • Process Excellence: Six Sigma Black Belt certification required to drive operational rigor.

  • Scalable Architecture: Proven ability to scale repeatable and durable processes across large organizations.
  • Strategic Thinking: Ability to bridge high-level strategy with granular, tactical quarterly execution.
  • Analytical Acumen: Expertise in building financial models, business cases, and performance frameworks.
  • Leadership & Influence: Experience driving organizational change and alignment with senior executives.
  • Communication: Exceptional verbal and written skills tailored for front-line managers to executives.

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.

Stay Connected

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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
Net Income
$1.7 billion
Founded
1983
5 Year Trend
+19.6%
Revenue
$7.7 billion
NASDAQ

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