Job Description

The Opportunity

Intuit is scaling the Intuit Enterprise Suite as one of the company's most pivotal growth bets - a groundbreaking, all-in-one solution engineered to help complex businesses unlock growth, streamline operations, and scale with confidence. As IES expands across the U.S. mid-market, the customers reaching our support organization are increasingly Intuit's highest-value, highest-complexity, and highest-stakes customers. Their experience at the moment of need determines whether they remain on the platform, expand their footprint, or churn.

Next Level Help (NLH) is the organizational system that serves these customers when frontline support cannot. NLH is a three-layer system: a partner-staffed Tier 2 expert cohort that takes warm transfers from Tier 1; a Tier 3 Supportability layer of Intuit's deepest subject matter experts; and a Product Investigations and Escalations function that closes the engineering feedback loop. Tier 3 is the foundation - the knowledge engine that makes Tier 2 better over time, the escalation owner for the most complex cases, and the career destination for our most capable experts.

As IES integration into NLH 2.0 reaches full-scale activation, we are building a dedicated IES Tier 3 capability tuned to the specific complexity of mid-market customers - multi-entity configurations, advanced accounting workflows, integrated payroll and payments at scale, and industry-specific compliance needs. This role leads that capability.
About the Role

Intuit is seeking an experienced operational leader to join the Next Level Help organization as the Senior Manager, IES Tier 3 Supportability. As leader of the IES T3 function, you will own the resolution of the most complex escalations IES customers can generate, build the service enablement infrastructure that makes our partner-staffed Tier 2 cohort progressively more capable, and run the engineering feedback loop that translates customer pain into product fixes. You will lead a co-located team of Intuit FTE subject matter experts and managers, design the career architecture that retains them, and partner across Product, Engineering, Sales, and Customer Success to ensure IES delivers the experience our mid-market customers expect.

This is a high-visibility role with direct line of sight to retention, expansion, and product quality outcomes for the most strategically important customers in the IES portfolio. You will operate at the intersection of customer experience, operational excellence, and product feedback - with the mandate to build a function that is referenced internally as the standard for how Intuit serves complex customers.

Responsibilities
Responsibilities

Tier 3 Resolution Excellence

• Own end-to-end resolution of the most complex IES customer escalations - multi-entity accounting issues, integrated payroll and payments incidents, advanced compliance scenarios, and cross-product configuration failures - with measurable accountability for issue resolution rate, multi-contact rate, and Service Quality Score (SQS).
• Set and enforce the Tier 3 intake standard, including SME-gate criteria, qualification of investigation tickets, and disposition routing, to protect T3 capacity and reduce invalid escalations.
• Build the IES Tier 3 case management discipline - ownership rules, working hours coverage, after-hours protocols, hand-offs across time zones, and SLA governance - so customers experience continuous ownership without re-explanation.

Product Investigations and the Engineering Feedback Loop

• Lead the IES Product Investigations function as the structured path from customer-detected defect to engineering resolution, with measurable accountability for investigation closure rate within SLA, defect documentation quality, and time-to-fix.
• Establish the engineering liaison rhythm with IES Product and Engineering teams - weekly defect reviews, release-readiness input, and incident management partnership - so customer-impacting issues are identified earlier and resolved faster.
• Translate Tier 3 case patterns into product quality intelligence by quantifying downstream contacts prevented, retention risk reduced, and customer impact avoided through faster defect closure - framed in dollars, not tickets.

Service Enablement and Tier 2 Capability Building

• Operate Tier 3 as the knowledge engine for the IES Tier 2 partner cohort - closing expertise gaps, contributing to training content, leading shadow and certification programs, and reinforcing the SME-gate before warm transfer.
• Partner with BPO leadership at Alorica, Foundever, Concentrix, and Teleperformance to operationalize T3 enablement at the partner sites that handle IES Tier 2 volume.
• Build a closed-loop coaching mechanism between T3 escalation outcomes and T2 performance management - every avoidable escalation becomes a structured enablement input, not a complaint.

Customer Escalation Management and Advocacy

• Own the IES service-recovery path for Office of the President-style escalations, regulator-adjacent issues, and high-ARR customer fire drills - setting response standards, executive communication discipline, and post-resolution learning loops.
• Champion the voice of the IES customer in cross-functional forums by translating frontline pain into structured, prioritized signals for Product, Engineering, and Customer Success leadership.

Operational Excellence and Performance Management

• Run a rigorous performance system with quality scorecards, weekly governance, named owners for every recurring miss, and behavioral accountability mechanisms - not only structural fixes.
• Design and operate the T3 capacity model, intraday controls, and DEFCON-style demand variability protocols required to protect SLAs through Intuit's peak season.
• Partner with Workforce Management, Capacity Planning, and Service Analytics to ensure T3 is staffed, scheduled, and instrumented against the demand the IES product roadmap will generate.

Talent and Career Architecture

• Build and develop a high-performing team of Tier 3 specialists, Product Investigations professionals, and front-line managers - hiring against IES domain depth, not generic support tenure.
• Operationalize the NLH career pathway from Tier 2 to Tier 3 to Product Investigations to Engineering Liaison roles, treating career mobility as a retention and capability strategy rather than a talent program.
• Build a culture of ownership, advocacy, and expertise consistent with Intuit's Prosperity Principles, where Tier 3 specialists are visibly recognized as a top-of-house technical destination within the Expert Network.

Cross-Functional Partnership

• Partner with IES Product and Engineering leadership on release readiness, incident response, and product quality governance - representing the support perspective with data, not anecdote.
• Align with the IES Customer Success and Onboarding leaders so escalation patterns, retention risks, and onboarding friction are surfaced and addressed at the program level.
• Collaborate with Sales, Implementation, and Account Management on save motions for at-risk customers, ensuring T3 is positioned as a retention asset for the highest-ARR accounts.

Qualifications
What You'll Bring

• 8+ years of experience in customer support, customer success, or technical services leadership in a SaaS or fintech environment, with at least 3+ years leading managers and managing through multiple levels of an organization.
• Demonstrated track record building or transforming a Tier 3, supportability, or escalation function - including intake design, performance management, and engineering feedback loops.
• Domain depth in mid-market or enterprise SaaS support, with direct exposure to multi-entity accounting, payroll, payments, or compliance-driven workflows; experience with QuickBooks, Intuit Enterprise Suite, NetSuite, Sage Intacct, or comparable mid-market platforms is strongly preferred.
• Proven ability to operate at the intersection of support and engineering - managing investigations, incident response, and defect-to-fix lifecycles in partnership with Product and Engineering teams.
• Data-fluent leader who can translate operational metrics (SQS, multi-contact rate, issue resolution, repeat contact rate) into financial outcomes (cost-to-serve, retention, expansion) and use that translation to drive investment decisions.
• Experience managing or partnering with BPO and contact center partners (Alorica, Foundever, Concentrix, Teleperformance, or comparable) at scale.
• Strong executive communication skills, including the ability to brief VP- and SVP-level audiences with ground-level transparency, financial framing, and a clear point of view.
• Proven culture builder with a history of recruiting, developing, and retaining specialized technical talent in a co-located or hybrid environment.
• Bachelor's degree required; advanced degree, MBA, or equivalent leadership experience preferred.
• This role may require up to 15% travel to support BPO partner sites, IES customer escalations, and cross-functional Intuit locations.

How You Will Lead

You will lead with ownership of customer outcomes, advocacy for the customer's experience inside Intuit, and expertise as the standard for how Tier 3 operates. You will set a high bar for resolution quality, build a team that is recognized as the technical conscience of IES, and run a function whose value compounds - every escalation resolved, every investigation closed, every coaching moment delivered makes the next customer interaction better. This is not a backstop role. It is the role that determines whether Intuit's most complex customers stay, expand, and become advocates for the platform.

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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 (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.
The expected base pay range for this position is:
Mountain View, CA $163,500- $221,500
San Diego, CA $131,000- $177,500