Executive Escalations Resolution Lead

Intuit; Fort Wayne (IN); On-site; USD 90,000 - 135,000; Full time

Job summary

Intuit is seeking a full-time Executive Resolution Manager to join the Office of the President and support our world-class customer support team. You will own high-visibility executive escalations end to end—from intake and investigation to cross-functional coordination and close-loop resolution—while speaking with customers daily.

This role emphasizes root cause analysis, systemic improvements, and a customer-obsessed mindset to prevent issues and improve the overall customer experience.

Qualifications

• Effective communicator capable of adjusting level of communication across all employees up to CEO.
• Ability to explain technical concepts in clear, non-technical terms.

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 to achieve timely issue resolution.
• Communicate with customers, executives, and stakeholders with regular updates and concise executive summaries.
• De-escalate challenging situations with empathy and lead cross-functional meetings toward resolution.
• Conduct root cause analysis to identify underlying issues and shape preventative actions for systemic change.

Skills

Executive escalations

Cross-functional collaboration

Analytical thinking

Data-driven decisions

Communication skills

Education

Bachelor's degree

Masters preferred

Tools

Salesforce

Amazon Connect

Job description

Intuit is seeking a full-time Executive Resolution Manager to join the Office of the President and support our world-class customer support team. You will own high-visibility executive escalations end to end—from intake and investigation to cross-functional coordination and close-loop resolution—while speaking with customers daily.

This role emphasizes root cause analysis, systemic improvements, and a customer-obsessed mindset to prevent issues and improve the overall customer experience.