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Intuit Director Customer Resolutions & Recovery United States, California, San Diego 818469802
Yesterday
Responsibilities
- Own the Response : Be the visible, accountable leader for resolution quality, tone, and consistency across all critical escalations—including the Office of the President (OOP), Social Care, and Community forums.
- Be Intuit’s Voice in High-Risk Moments : Own customer visibility and tone calibration in public and executive escalations—tracking social sentiment, governing responses in reputationally sensitive spaces, and working directly with Legal, Brand, and Comms.
- Drive Measurable Outcom es: Lead initiatives that reduce resolution times, lower customer churn, boost NPS after incidents, and deliver airtight closure on every issue.
- Build a Predictive Engine: Shift from reactive problem-solving to proactive advocacy by embedding insights from past escalations into a system that prevents recurrence.
- Unify Escalation Models : Design and scale a centralized operating model for high-stakes customer escalations, ensuring consistent, high-quality responses across products, geographies, and business units.
- Engineer Trust Recovery Systems : Build a post-resolution feedback and coaching loop that leverages real-time VOC data, AI triage, and root-cause audits to improve emotional resonance and accelerate recovery. Deep understanding of machine learning and Generative AI tools.
- Detect Issues Before They Escalate : Develop proactive detection systems that surface and triage potential crises early, enabling enterprise-wide prevention. Impact at Enterprise Scale: This role commands Intuit’s global resolution and recovery system—spanning 75+ internal experts and 125+ BPO partners. By establishing centralized leadership, this role ensures every escalation—whether from a small business owner, consumer, or executive sponsor—receives the same world-class response. It transforms resolution from a back-end function into a strategic growth engine.
Qualifications
- 10 years experience as the single enterprise leader responsible for strategic response during high-risk and publicly sensitive situations.
- Bachelor's degree, or equivalent practical experience, is required. A Master's degree is preferred.
- A proven leader with exceptional judgment and the ability to thrive in high-visibility, high-stakes, emotionally charged situations.
- A track record of operating at scale, driving measurable business outcomes, and transforming complex, fragmented processes into cohesive systems.
- Experience collaborating across executive functions—product, engineering, legal, communications, and brand—especially under reputational risk scenarios.
- The ability to set tone, direction, and accountability at the highest levels while inspiring cross-functional alignment.
- 5 years of experience in data analytics, business strategy, policy or related fields.
- 5 years of experience in people management, leading teams.
- A strong understanding of Machine Learning and Generative AI tools is essential. You should also have experience collaborating with engineering and product teams to develop tools, solutions, or automation.
- Excellent communication and presentation skills (written and verbal) and the ability to influence cross-functionally at various levels.
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