Intuit Senior Executive Resolution Manager Office President 

United States, California, San Diego 

664446021

• As an Intuit Ambassador, conduct yourself in a way that represents our brand positively.
• Serve as the primary point of contact and Case Manager for executive escalations, managing the entire process 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.
• 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.
• Use Root Cause Analysis to identify the underlying cause of problems and develop clear and concise Executive Summaries to summarize the preventative actions taken.
• Build and maintain positive relationships with internal stakeholders and cross-functional teams, promoting effective collaboration and improving operational efficiencies across the company.
• Using insights gathered from OOP escalation to design improve experiences for Customers, working with business unit customer experiences team
• In summary, the Executive Resolution Manager role requires someone who can not only manage 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.

General

• Flexible and adaptable to work occasional weekend shifts and adjust to business needs
• 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
• Bachelor's Degree 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

• Ability to de-escalate and empathize with customers, providing excellent and highly detailed customer service
• Proven record of solving complex customer inquiries, with high visibility to Executive Leadership
• Familiarity with multiple Intuit product lines (preferred)