Executive Escalations Lead — Resolution & Strategy

Intuit; Livonia (MI); On-site; USD 110,000 - 190,000; Full time

Job summary

Intuit is seeking an Executive Resolution Manager to lead high-visibility escalations and own cases end-to-end, from intake to resolution. You will work with customers directly by phone and collaborate with internal teams to drive systemic changes and preventative actions.

The role emphasizes analytical thinking, strong communication across executive levels, and a deep understanding of Intuit products and services. Experience with Salesforce and Amazon Connect is highly preferred.

Qualifications

• Strong communication across levels from staff to executives.
• Ability to articulate technical concepts clearly to non-technical audiences.
• Experience working independently and within cross-functional teams.

Responsibilities

• Serve as primary point of contact and Resolution Manager for executive escalations, handling a high volume of cases from start to finish.
• Utilize case management systems to track escalations and coordinate with internal teams for timely resolution.
• Communicate with customers, executives, and stakeholders with regular updates and close-loop summaries.
• Conduct Root Cause Analysis and drive systemic improvements across the ecosystem.

Skills

Effective communicator

Technical explainability

Independent worker

Detail-oriented

Flexibility

Education

Bachelor's Degree preferred

Masters Degree highly preferred

Tools

Salesforce

Amazon Connect

Job description

Intuit is seeking an Executive Resolution Manager to lead high-visibility escalations and own cases end-to-end, from intake to resolution. You will work with customers directly by phone and collaborate with internal teams to drive systemic changes and preventative actions.

The role emphasizes analytical thinking, strong communication across executive levels, and a deep understanding of Intuit products and services. Experience with Salesforce and Amazon Connect is highly preferred.