Intuit Inc

Staff Executive Resolution Manager, Office of the President

Intuit Inc • $95K — $115K *
Atlanta, GA 30349In-Person
Business Services
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Effective communicator capable of adjusting communication levels up to CEO.
  • Ability to simplify technical jargon for non-technical audiences.
  • Demonstrated independence and team collaboration with good organizational skills.
  • Detail-oriented with strong decision-making capabilities.
  • Flexible with a willingness to work weekends and holidays as needed.
  • Bachelor's Degree preferred; Master's Degree highly preferred.
  • Prior hands-on experience with Salesforce and Amazon Connect is strongly preferred.

Responsibilities

  • Represent the Intuit brand positively as an Ambassador.
  • Manage executive escalations from start to finish, handling a high volume of cases.
  • Utilize case management systems to track and prioritize issues, collaborating with internal teams.
  • Communicate effectively with customers and executives, providing regular updates on escalations.
  • De-escalate emotionally charged situations with empathy and lead cross-functional discussions.
  • Analyze customer feedback to provide recommendations for improvements to products and services.
  • Conduct Root Cause Analysis and summarize findings for executive review.

Benefits

  • Opportunity to work in a dynamic, high-pressure environment and grow your skills.
  • Engage in cross-functional collaboration that fosters teamwork and innovation.
  • Exposure to high-visibility issues with Executive Leadership.
  • Participation in shaping customer experiences that impact the entire organization.
Full Job Description
Join Office of the President (OOP) 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 an effort to quickly achieve issue resolution.

This is a high-volume, phone-based case management role: you will serve as the resolution manager for your cases and own each one end to end - from intake through investigation, cross-functional coordination, and close-loop resolution. Speaking directly with customers over the phone is a core, daily part of the job. Beyond resolving the individual escalation, you'll conduct Root Cause Analysis to understand why the issue happened and help shape the preventative actions that drive systemic change across the ecosystem.

Our team is an Ambassador to the Intuit brand and works to learn from trending issues to eliminate customer pain points, not only for the customer who escalated, but for all customers facing the issue. We seek individuals who are passionate about delivering a world-class customer experience and have 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 Resolution Manager for executive escalations, managing a high volume of cases 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.
  • De-escalate emotionally charged customer situations with empathy, and take the lead in cross-functional meetings, keeping discussions on track and driving them toward resolution.
  • 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.
  • Complete Root Cause Analysis on your cases to identify the underlying cause of problems, and use those findings to shape clear, preventative actions that create systemic change. Summarize the actions taken in concise Executive Summaries.
  • Build and maintain positive relationships with internal stakeholders and cross-functional teams, promoting effective collaboration and improving operational efficiencies across the company.


In summary, the Executive Resolution Manager role requires someone who can not only manage a high volume of 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

  • Effective communicator that can quickly adjust elevation across varying levels of employees up to CEO.
  • Ability to communicate technical concepts and jargon in a clear and easy-to-understand way for non-technical audiences.
  • Demonstrated ability to work independently and within a team, with strong organizational and time management skills.
  • Detail-oriented and can manage complex assignments, exercising good judgment in decision-making.
  • Flexible and adaptable to work occasional weekend shifts on a rotating basis and adjust to business needs.
  • Willingness to rotate holiday coverage with the team, providing support during holidays and the surrounding high-demand periods.
  • Bachelor's Degree preferred, Masters Degree highly preferred.
Technical & Experience

  • Prior hands-on experience with Salesforce strongly preferred.
  • Experience with Amazon Connect strongly preferred.
  • Prior work experience in Executive Resolutions, or handling high-visibility escalations, is highly desirable.
  • Familiarity with multiple Intuit product lines preferred.
Executive & Stakeholder Management

  • Analytical thinker who makes data-driven decisions and transforms insights into actionable plans.
  • Exceptional communication skills, including business writing and presentations across different levels of the organization.
  • Ability to use data to motivate, inspire, and drive implementation of innovative and best-in-class improvements.
  • Proven track record in leveraging data and insight-backed strategies to drive execution.
  • Strong cross-functional collaboration skills with a 'win-together mentality.'
  • Able to navigate complex and matrixed organizational structures, build trust, and influence stakeholders at all levels.
  • Experience with developing and implementing communication strategies for high-stakes or sensitive situations, such as managing executive escalations.
  • Ability to coach and train team members and colleagues on effective communication skills, both written and oral.
  • Comfortable working in a fast-paced, high-pressure environment while maintaining a calm and professional demeanor.
Project Management

  • Strong project management skills to prioritize and drive cross-functional initiatives.
  • Demonstrated understanding of project management processes, strategies, and methods.
  • Business acumen and creativity to generate innovative ideas and identify new opportunities to advance the business.
Customer Facing

  • Comfortable and confident speaking with customers over the phone. This role requires regular, direct phone, and sometimes Zoom, contact with customers throughout the escalation process.
  • Ability to de-escalate and empathize with customers, providing excellent and highly detailed customer service.
  • Ability to take the lead in customer and cross-functional meetings, keeping them on track and steering toward resolution.
  • Proven record of solving complex customer inquiries, with high visibility to Executive Leadership.

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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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