Executive Escalations Resolution Lead

Intuit; Cedar Rapids (IA); On-site; USD 110,000 - 170,000; Full time

Job summary

Intuit's Office of the President seeks an Executive Resolution Manager to own high-visibility escalations end-to-end, including intake, investigation, cross-functional coordination, and final resolution. The role involves frequent phone-based contact with customers and executives, plus root cause analysis to drive systemic improvements across Intuit’s ecosystem.

The ideal candidate will be an exceptional communicator with strong cross-functional collaboration, data-driven decision-making, and a

Qualifications

• Effective communicator across varying levels, including executives and CEO-level stakeholders.
• Ability to work independently and within a cross-functional team.
• Highly organized with strong time management and attention to detail.
• Flexible with weekend shifts and holiday coverage as needed.
• Bachelor's Degree required; Master's preferred.

Responsibilities

• Serve as the primary contact and Resolution Manager for executive escalations, handling 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 clearly with customers, executives, and stakeholders, providing regular updates and close-loop summaries.
• Lead cross-functional meetings, de-escalate emotionally charged situations, and drive discussions toward resolution.
• Conduct root cause analyses and recommend preventative actions to drive systemic improvements across the ecosystem.
• Develop executive summaries and maintain positive relationships with internal partners to improve operations.

Skills

Executive communication

Cross-functional collaboration

Project management

Data-driven decision making

Customer empathy

Education

Bachelor's degree

Master's degree preferred

Tools

Salesforce

Amazon Connect

Job description

Intuit's Office of the President seeks an Executive Resolution Manager to own high-visibility escalations end-to-end, including intake, investigation, cross-functional coordination, and final resolution. The role involves frequent phone-based contact with customers and executives, plus root cause analysis to drive systemic improvements across Intuit’s ecosystem.

The ideal candidate will be an exceptional communicator with strong cross-functional collaboration, data-driven decision-making, and a