Executive Escalation & Resolution Lead

Intuit; Champaign (IL); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Cash bonus potential

Equity rewards & benefits

Job summary

Intuit is hiring an Executive Resolution Manager in the Office of the President to lead high-visibility customer escalations end-to-end. You will work directly with customers, coordinate with multiple business units, and shape systemic changes through root-cause analysis.

The role requires analytical thinking, exceptional communication, and the ability to influence without direct authority while maintaining customer-centric focus in a fast-paced environment.

Qualifications

• Effective communicator with CEO-level impact.
• Experience handling executive escalations and cross-functional coordination.
• Strong ability to analyze data and translate insights into action.
• Proven track record of influencing stakeholders and driving outcomes.

Responsibilities

• Serve as the primary Resolution Manager for executive escalations, handling a high volume of cases from start to finish.
• Utilize OOP's case management system to track escalations and coordinate with internal teams for timely resolution.
• Communicate with customers, executives, and stakeholders with clear, regular updates and concise close-loop summaries.
• De-escalate high-tension situations with empathy and lead cross-functional meetings toward resolution.
• Conduct Root Cause Analysis to identify underlying issues and shape preventative actions that drive systemic change.
• Build positive relationships with internal teams to improve operational efficiency across the company.

Skills

Executive escalation management

Customer communication

Cross-functional collaboration

Data-driven decision making

Problem solving

Project management

Education

Bachelor's degree preferred

Masters degree preferred

Tools

Salesforce

Amazon Connect

Job description

Intuit is hiring an Executive Resolution Manager in the Office of the President to lead high-visibility customer escalations end-to-end. You will work directly with customers, coordinate with multiple business units, and shape systemic changes through root-cause analysis.

The role requires analytical thinking, exceptional communication, and the ability to influence without direct authority while maintaining customer-centric focus in a fast-paced environment.