Executive Escalation Resolution Lead

Intuit; Des Moines (IA); On-site; USD 110,000 - 170,000; Full time

Job summary

Intuit is seeking an Executive Resolution Manager within the Office of the President to handle high-visibility escalations. You will own cases end-to-end, including intake, investigation, cross-functional coordination, and close-loop resolution, with direct phone communication to customers daily.

This role emphasizes Root Cause Analysis to drive preventative actions and systemic improvements across the ecosystem, requiring ownership, empathy, and strong collaboration with multiple business units.

Qualifications

• Effective communicator able to engage with all levels up to CEO.
• Clear translation of technical concepts for non-technical audiences.
• Independent worker with strong organizational and time-management skills.
• Detail-oriented with sound judgment for complex assignments.
• Flexible with weekend shifts and holiday coverage.
• Experience with executive escalations is highly desirable.
• Familiarity with multiple Intuit product lines.

Responsibilities

• Serve as primary contact and Resolution Manager for executive escalations, managing a high volume of cases end-to-end.
• Utilize OOP's case management system to track escalations and coordinate with internal teams for timely resolution.
• Communicate with customers, executives, and cross-functional stakeholders with regular updates, including a close-loop resolution.
• De-escalate emotionally charged situations with empathy and lead cross-functional meetings toward resolution.
• Analyze customer concerns and provide recommendations to improve products, services, and processes.
• Conduct deep dives on customer journeys and root cause analysis to drive systemic change.
• Summarize actions taken in concise Executive Summaries and maintain relationships across teams.

Education

Bachelor's degree

Master's degree

Tools

Salesforce

Amazon Connect

Job description

Intuit is seeking an Executive Resolution Manager within the Office of the President to handle high-visibility escalations. You will own cases end-to-end, including intake, investigation, cross-functional coordination, and close-loop resolution, with direct phone communication to customers daily.

This role emphasizes Root Cause Analysis to drive preventative actions and systemic improvements across the ecosystem, requiring ownership, empathy, and strong collaboration with multiple business units.