Executive Escalations Lead - Resolution & Root Cause

Intuit; Evansville (IN); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Bonus potential

Equity rewards

Job summary

Intuit is seeking an Executive Resolution Manager to join the Office of the President's team in a full-time capacity. The role handles high-velocity escalations for the executive staff, working directly with customers and coordinating with multiple business units to resolve issues end-to-end.

The position requires owning each case from intake to close, performing root-cause analysis, and driving systemic improvements across the ecosystem.

Qualifications

• Clear communication with diverse stakeholders across levels, including executives.
• Ability to manage high-visibility escalations from intake to resolution.
• Strong organizational and time-management skills.
• Willingness to rotate weekend/holiday coverage as needed.

Responsibilities

• Serve as the primary point of contact and Resolution Manager for executive escalations, managing a high volume of cases from start to finish.
• Utilize OOP's case management system to track escalations and collaborate with internal teams for timely resolution.
• Communicate confidently with customers, executives, and cross-functional stakeholders throughout the escalation process, with regular updates.
• Lead cross-functional meetings and de-escalate emotionally charged situations with empathy.

Skills

Effective communication

Executive escalation handling

Independent work

Detail-oriented

Cross-functional collaboration

Time management

Education

Bachelor's Degree preferred

Master's Degree highly preferred

Tools

Salesforce

Amazon Connect

Job description

Intuit is seeking an Executive Resolution Manager to join the Office of the President's team in a full-time capacity. The role handles high-velocity escalations for the executive staff, working directly with customers and coordinating with multiple business units to resolve issues end-to-end.

The position requires owning each case from intake to close, performing root-cause analysis, and driving systemic improvements across the ecosystem.