Executive Escalations Lead - End-to-End Resolution

Intuit; Atlanta (GA); On-site; USD 110,000 - 150,000; Full time

Job summary

Intuit's Office of the President seeks an Executive Resolution Manager for a high-velocity, phone-based escalation role. You will own cases end-to-end, perform root-cause analyses, and coordinate cross-functional actions to drive systemic improvement. Strong executive communication, data-driven decisions, and customer-obsessed problem solving are essential.

Experience with executive resolutions, Salesforce, and Amazon Connect in a fast-paced, high-visibility Atlanta setting is preferred.

Qualifications

• Effective communicator able to adjust to CEO level across the org.
• Clear technical concepts explained to non-technical audiences.
• Independent contributor with strong organizational skills.
• Detail-oriented with good judgment in decision-making.
• Willing to rotate holiday coverage and weekend shifts.

Responsibilities

• Serve as primary contact and Resolution Manager for executive escalations.
• Own cases end-to-end from intake to close-loop resolution.
• Track escalations in case management system and coordinate with teams.
• Communicate with customers, executives, and stakeholders with updates.
• De-escalate sensitive situations and lead cross-functional meetings.
• Analyze concerns and propose product/service/process improvements.
• Conduct root cause analyses and summarize actions for executives.
• Foster relationships to improve cross-functional collaboration.

Skills

Executive comms

Cross-functional work

Problem solving

Data analysis

Ambassador mindset

Education

Bachelor's degree preferred

Master's degree preferred

Tools

Salesforce

Amazon Connect

Job description

Intuit's Office of the President seeks an Executive Resolution Manager for a high-velocity, phone-based escalation role. You will own cases end-to-end, perform root-cause analyses, and coordinate cross-functional actions to drive systemic improvement. Strong executive communication, data-driven decisions, and customer-obsessed problem solving are essential.

Experience with executive resolutions, Salesforce, and Amazon Connect in a fast-paced, high-visibility Atlanta setting is preferred.