Group Manager Risk Operations jobs at Intuit in United States, Atlanta

Hybrid - Atlanta, based preferred

Leadership & People Management

• Lead, inspire, and develop a geographically distributed U.S. based team of Tier 2 technical specialists across multiple product domains.
• Foster a high-performance culture focused on accountability, continuous learning, and measurable outcomes.
• Provide strategic and tactical direction, ensuring alignment with mid-market objectives and customer impact metrics.
• Champion career development, mentoring, performance management, and team enablement.

Technical & Operational Execution

• Serve as a technical authority and escalation point for complex customer and support issues.
• Work hands-on with product, customer success, and data teams to root-cause systemic issues and deploy durable solutions.
• Partner closely with mid-market stakeholders to improve supportability across assisted experiences.
• Drive initiatives that enhance customer resolution rates and reduce friction in the support journey.

Customer-Facing Strategy

• Engage directly with customers, support teams, and partners to gather feedback, understand pain points, and translate insights into action.
• Act as a customer advocate to ensure voice-of-customer is integrated into product and operational roadmaps.

Cross-Functional Communication & Influence

• Build strong relationships across product, customer success, and cross-functional business partners.
• Navigate competing priorities and drive alignment on escalations, tooling improvements, and proactive support strategies.
• Create and deliver executive-level reporting and presentations on team performance, customer impact, and operational metrics.

Data-Driven Decision Making

• Utilize dashboards, analytics, and insights to inform prioritization, identify trends, and report on success metrics.
• Drive initiatives that promote scalability, automation, and repeatability of support processes.

Qualifications

• Bachelor’s degree or equivalent experience in a technical or business-related field.
• 5+ years of leadership experience , with at least 3 years managing high-performing technical teams.
• Proven ability to resolve critical escalations and influence cross-functional leadership, including product, customer success, and operational business teams.
• Strong operational mindset with the ability to prioritize effectively in a fast-paced, dynamic environment.
• Experience in mid-market support , internal communications , or supportability strategy is strongly preferred.
• Deep understanding of SaaS platforms , customer support systems, and customer success best practices.
• Outstanding communication, writing, and presentation skills, with the ability to convey complex ideas to diverse audiences.
• Demonstrated experience in driving cross-functional alignment , developing internal strategies, and delivering results that directly improve the customer experience.

Preferred Attributes

• Background in technical support, SaaS, or customer experience leadership.

• Set a bold vision for mobile – Define how our apps can uniquely empower small businesses to grow their audience, run campaigns, and build customer relationships from anywhere.
• Lead the mobile roadmap – Shape the end-to-end product strategy for iOS and Android, balancing core improvements with innovative, cross-platform opportunities.
• Enable two-way customer engagement – Build tools that let business owners communicate directly with customers, manage replies, and nurture relationships in real time.
• Deliver omnichannel value – Extend Mailchimp’s capabilities across touchpoints, integrating with web, email, and other surfaces to ensure mobile supports a full-funnel journey.
• Integrate the Intuit ecosystem – Create seamless experiences across Mailchimp, QuickBooks, and other Intuit tools, empowering small businesses to market smarter and operate more efficiently.
• Drive innovation with native capabilities and AI – Leverage platform features like push notifications, widgets, and personalization to make every interaction relevant and effortless.
• Be deeply customer-led – Partner with research, data science, and support to understand customer needs, prioritize high-impact work, and test rapidly.
• Deliver with excellence – Collaborate with engineering, design, and marketing to launch high-quality, performant updates. Define success metrics and continuously improve.
• Mentor and influence – Uplevel junior PMs and help shape how mobile fits into our broader product strategy, working closely with senior leaders across Intuit.

• 5-7 years of product management experience, with 3+ years leading mobile product development at scale.
• Deep mobile expertise, including familiarity with native UX, platform patterns, development practices, and app store dynamics.
• Strategic mindset, with a strong ability to define vision, prioritize ruthlessly, and communicate clearly across org levels.
• Customer obsession, with a strong pulse on the needs of small businesses and service-based entrepreneurs.
• Cross-functional fluency, with experience working closely with engineers, designers, marketers, and data teams.
• Strong analytical skills, with a data-informed approach to decision-making and experimentation.
• Experience building communication or messaging features, or integrating across multiple product surfaces, is a plus.
• Bonus: Experience with Intuit products, or products that blend marketing, commerce, and financial tools.

• Serve as a dedicated trusted advisor, ensuring customers fully leverage IES to meet their business needs.
• Own the customer lifecycle, driving product adoption and customer satisfaction.
• Conduct regular check-ins, business reviews, and proactive outreach to assess customer health and provide guidance.
• Guide customers on high level IES features, best practices, and AI-powered insights to improve efficiency and growth.
• Act as a customer advocate, anticipating challenges and coordinating with internal teams (Sales, Support, Product) to resolve issues efficiently.
• Monitor key customer success metrics, such as health scores, usage trends, and retention indicators, to identify risk and expansion opportunities.
• Proactive identification of additional Intuit product ecosystem solutions to bring value to customers needs, and collaboration with Account Managers to introduce relevant products and services.
• Lead churn prevention strategies, ensuring customers see long-term value and remain engaged.
• Provide consistent feedback to support teams, influencing enhancements that better serve mid-market businesses

• 3+ years of experience in Customer Success, Account Management, or B2B Client Engagement.
• Experience working with mid-market customers, particularly in industries that require multi-entity financial management, inventory tracking, and AI-driven forecasting.
• Proven track record of driving product adoption, improving retention, and delivering business value.
• Strong problem-solving skills with the ability to proactively identify risks and implement solutions.
• Excellent communication and relationship management skills, capable of guiding customers at all levels.
• Experience in SaaS, cloud-based enterprise solutions, or financial management platforms.
• Ability to work cross-functionally with Sales, Support, and Product teams to drive seamless customer experiences.
• Data-driven mindset with proficiency in customer success tools (e.g., Quickbase, Salesforce) and analytics dashboards.

As the Senior Strategy and Operations Manager for Service Partnerships, you will be partnering with the Head of Strategic Partnerships to shape our partner strategy, define the operational framework for how we work with partners, and drive the execution of key initiatives that accelerate growth. This role requires a blend of strategic planning, analytical rigor, cross-functional leadership, and operational excellence. You will also partner closely with leaders across Sales, Partner Development Manager, Marketing, Product, and Finance to build a world-class service partner ecosystem.

• Partner Strategy & Planning:
  • Lead the annual and quarterly strategic planning process for the Service Partnerships team, ensuring alignment with overall company objectives.
  • Develop and refine our Ideal Partner Profile (IPP) and partner segmentation model to focus our resources on the highest-impact relationships.
  • Analyze market trends, competitive landscapes, and internal data to identify new opportunities for partner growth and program expansion.
• Go-to-Market (GTM) Program Development:
  • Design, launch, and manage scalable GTM programs and plays tailored for our service partners (e.g., co-selling initiatives, referral programs, industry-specific solutions).
  • Collaborate with Partner Marketing and Sales Enablement to create playbooks, assets, and training materials that empower partners to succeed.
  • Ensure seamless execution of GTM initiatives by establishing clear processes and communication channels with the sales and partner management teams.
• Operational Excellence & Process Optimization:
  • Establish and run the operating rhythm for the partnerships organization, including pipeline reviews, performance dashboards, and quarterly business reviews (QBRs).
  • Identify bottlenecks and inefficiencies in our partner processes (e.g., onboarding, deal registration, payments) and lead initiatives to streamline and automate them.
  • Act as the primary business owner for our partnership technology stack (e.g., PRM, CRM), ensuring it supports the needs of the business.
• Performance Measurement & Analytics:
  • Define and manage the key performance indicators (KPIs) for the service partner program, including partner-sourced revenue, new customer acquisition, and partner satisfaction.
  • Develop and maintain dashboards and reports to track performance, providing actionable insights and strategic recommendations to leadership.
  • Conduct deep-dive analyses to measure the ROI of partner programs and inform future investments.
• Cross-Functional Leadership:
  • Serve as a key strategic advisor to the Head of Partnerships and other senior leaders.
  • Build strong, collaborative relationships with stakeholders in Sales, Marketing, Finance, Legal, and Product to ensure alignment and drive initiatives forward.
  • Act as a senior escalation point for complex deal structures and commercial negotiations involving partners.

• 7+ years of experience in a strategic or operational role, such as business operations, sales strategy, GTM strategy, or management consulting.
• Direct experience working with or managing channel/service partnerships in a B2B SaaS or technology environment is strongly preferred.
• Proven success in designing, launching, and measuring the impact of strategic programs and GTM initiatives.
• Strong analytical and problem-solving skills, with the ability to translate complex data into clear insights and data-backed recommendations. Proficiency with Salesforce is required; experience with BI tools (e.g., Tableau, Looker) is a plus.
• Exceptional project management and organizational skills, with a demonstrated ability to manage multiple complex projects from conception to completion.
• Excellent communication, presentation, and interpersonal skills, with the ability to influence and build consensus among stakeholders at all levels, including senior executives.
• An outcome-driven mindset with a bias for action, capable of seamlessly moving between high-level strategy and tactical execution.
• Bachelor's degree in Business, Finance, Economics, or a related field. An MBA is a plus. Or equivalent work experience.

• Role model Intuit’s Values and foster an Inclusive Environment
• Prospect and proactively make recommendations to drive improvements for existing customers business
• Articulate the Intuit Value Propositions of the Quickbooks Online Ecosystem showcase the understanding of Intuit’s strategies and products relative to major competitors
• C-Level Executive presentation skills with clear ability to utilize tools to deliver a compelling ROI for the customer
• Grow and manage a Sales funnel and maintain a sustainable sales cycle to meet quarterly sales targets
• Ability to utilize key stakeholders to help influence the buying process
• Navigate complex selling processes while fostering deep understanding of key Partners and their abilities to deliver against the customer’s needs in the buying process
• Cross-functional facilitator - Leverage all resources to support business relationship growth and execution
• Utilize all resources to close deals with greater scale and efficiency
• Key metrics of success to include Quota Attainment, Close Rates, Pipeline Velocity, and Retention improvements

• At least 5+ years of quota carrying software or technology sales and corporate account management experience
• Minimum of 5+ years of excellent territory building and territory management with account territory across multiple states and industries
• Working with SaaS customers who own multiple locations (5+ sites) and have an annual revenue size of $5M+
• Experience selling SaaS platform solutions across various industries with negotiated rates/terms
• High EQ/IQ - Business and Sales Acumen (Innovate and Iterate)
• Exceptional financial acumen and prior sales experience with Accounting, ERP, or other Financial Management Software, including experience with data integration
• Accounting workflow knowledge and understanding of P&L and balance sheets
• Demonstrated capability in managing a large pipeline of prospects through Salesforce, while supporting multiple Partners through the sales process
• Proven experience in utilizing key sales methodologies such as Challenger, SPIN, Solution or Sandler
• Proven background and understanding of a Client Management lifecycle
• Work well within a team of various stakeholders (Sales Engineer, Solution Specialist, Customer Success, Sales Operations)
• Works well with modern sales technology to build outcomes
• Quarterly KPI’s and sales targets
• Bachelor’s degree or MBA preferred

• Technology Partner Co-Marketing GTM Plans: Develop, execute, and measure the success of several technology partner marketing campaigns and programs in collaboration with our key technology partners to meet and exceed our short and long term business goals.
• Strategic Partner Value Propositions: Hone differentiated, insights based value propositions for several strategic partner integrations by developing deep understanding of the market opportunity, customer segments, competitors, business models, and positioning.
• Learning Plan Development: Contribute to research and testing plans and actively analyze business data from multiple sources to generate insights, build business cases, and make informed decisions that drive business results.
• Cross-functional Partnership: Partner deeply cross-functionally to influence the product and GTM roadmaps and execute awesome end-to-end customer experiences with Product Management, Research, Analytics, Customer Success, Sales, Partnerships, Lifecycle Marketing, Events, and others.
• Culture Contributor: Contribute to a high-performing culture and share go-to-market best practices that up-level the team’s marketing craft

• 7+ years of business experience in product and/or partnership marketing within SaaS/Technology companies.
• Product Marketing Craft Expertise: Proven expertise in product marketing with a track record of building successful end-to-end partner marketing strategies. Small business experience is a plus.
• Customer-Obsessed: Leads with customer insights, seeking new insights that result in action, and advocates internally and externally on behalf of our customers.
• Strategic and Analytical: Experience with consumer research and data, including qualitative and quantitative testing. Ability to quickly analyze and synthesize data from a variety of sources and distill into clear, concise recommendations for an executive audience. Proven ability to leverage data to measure marketing performance, inform growth opportunities and business case development.
• Compelling Storyteller: Excellent written and verbal communications, presentation and facilitation skills to drive speed, engagement, clarity, and action. Ability to make the complex simple and convince peers and executives to take action.
• Intellectually Curious Risk-Taker: Understands the importance of trying and failing and encourages hypothesis-driven experimentation.
• Collaborator and Influencer: Strong interpersonal and influencing skills in a cross-functional, fast-moving environment. Ability to interact with colleagues of all levels in a peer-like way.
• Self-Starter: Demonstrated track record of self-motivation and willingness to proactively and independently take on leadership roles in projects, prioritize what matters, and manage multiple work streams simultaneously.
• Versatile Do-er: Forward-thinker with the ability to problem solve with ambiguity, drive data-based decisions and own outcomes, and roll up their sleeves to execute.

This is a hybrid role that requires on-site work approximately at least 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. The ability to work extended hours during peak fraud analysis periods is essential.

• Lead and empower a large organization (70-100+) of risk investigators
• Proactively drive operational effectiveness through goal definition, KPI assessment (e.g. quality, handle time, and service level commitments), and continuous improvement to achieve all audit and control requirements and business KPIs.
• Advocate for our customer by sharing the impact of friction points on our customers, considering risk, customer behaviors and the customer impact when making risk decisions.
• Utilize data-driven insights to assess and track KPIs , measure program effectiveness, and identify and develop compelling business cases to simplify fraud detection, streamline operational response efforts, and reduce fraud/risk occurrences.
• Collaborate with senior leadership (e.g. Operations Director and Chief Risk Officer) to align on strategic vision and contribute to organizational direction and cross functionally to ensure KPI achievement.
• Develop and maintain expertise in all financial products and risk factors , to stay informed of industry trends and actively contribute to the Risk Management community.
• Contribute to operational policy development and prioritize initiatives that drive improvements in risk detection, risk mitigation, or our customer experience.
• Demonstrate exceptional leadership by inspiring and developing personnel, upholding integrity and professionalism standards, and exhibiting personal composure during crisis management.
• Conduct in-depth investigations of risk-based anomalies, leveraging investigation results and personal expertise to make high stakes decisions.

• Domain Expertise : 7+ years of proven experience in fraud investigations, underwriting, risk operations, or a related field within the e-commerce, banking, or financial services industry.
• Operational Leadership : 5+ years of experience in Risk Operations, preferably within Fintech, including 3+ years leading teams of 50+ (individual contributors and managers) to ultimately exceed performance goals.
• Strategic Mindset : A demonstrated strategic thinker who translates business objectives into actionable plans, achieving measurable success in a complex environment.
• Decision Making : Exercises sound risk-based judgment and customer impact to determine and execute effective solutions within dynamic, evolving environments. Exhibits meticulous attention to detail, sophisticated critical thinking, and robust organizational skills essential for adaptability and success.
• 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. Delivers difficult messages effectively, synthesizes complex information into clear recommendations, and uses compelling narratives to drive positive change in risk operations practices.
• Strong Execution Skills : Proven ability to lead and execute complex initiatives with multiple stakeholders, effectively prioritizing projects and deadlines based on criticality and risk to maximize impact.
• Data Fluency : Strong analytical acumen and proven ability to use data (dashboards, ad-hoc reports, and spreadsheets) to identify problems, inform strategic decisions, and assess the impact of operational processes.
• Stakeholder Management : Expertly navigates conflicting stakeholder interests, builds strong and collaborative relationships, and effectively influences stakeholders at all levels within a cross-functional or matrixed environment to drive alignment and results.
• Education : Bachelor’s degree in a related field such as Accounting, Finance, Data, or Criminal Justice and/or industry certifications preferred.