Executive Resolution Lead for High-Impact Escalations

Intuit, Inc.; Atlanta (GA); On-site; USD 90,000 - 150,000; Full time

Benefits offered by this job

Cash bonus

Equity rewards

Benefits

Job summary

Intuit, Inc. is seeking a full-time Executive Resolution Manager to lead high-visibility escalations for our Executive staff. The role involves end-to-end case management, direct phone communication with customers, and root-cause analyses to drive systemic improvements across Intuit products and services.

You will collaborate with internal teams, influence without formal authority, and maintain relentless customer empathy while adapting to changing priorities in a fast-paced environment.

Qualifications

• Strong written and spoken communication across levels, from staff to CEO.
• Ability to articulate technical concepts in clear, non-technical terms.
• Proven ability to work independently and in a team with strong organizational and time-management skills.
• Attention to detail with sound judgment in complex assignments.
• Willingness to rotate weekend shifts as needed and support holiday coverage.
• Bachelor's Degree preferred; Masters Degree highly preferred.

Responsibilities

• As an Intuit Ambassador, conduct yourself in a way that represents our brand positively.
• 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 effectively track and prioritize escalations, and collaborate with internal teams to achieve timely issue resolution.
• Communicate confidently and effectively with customers, executives, and cross-functional stakeholders throughout the escalation process, providing regular updates as needed including a close-loop resolution summary.
• De-escalate emotionally charged customer situations with empathy, and take the lead in cross-functional meetings, keeping discussions on track and driving them toward resolution.
• Analyze customer concerns and provide timely recommendations to improve products, services, and processes across the organization.
• Conduct deep dives on customer journeys leading to escalation, leveraging existing data to support the voice-of-the-customer mechanisms across the company.
• Complete Root Cause Analysis on your cases to identify the underlying cause of problems, and use those findings to shape clear, preventative actions that create systemic change. Summarize the actions taken in concise Executive Summaries.
• Build and maintain positive relationships with internal stakeholders and cross-functional teams, promoting effective collaboration and improving operational efficiencies across the company.

Skills

Effective communicator

Technical communication

Independent yet collaborative

Attention to detail

Time management

Weekend shifts flexibility

Holiday coverage

Education

Bachelor's degree preferred; Masters highly preferred

Tools

Salesforce

Amazon Connect

Job description

Intuit, Inc. is seeking a full-time Executive Resolution Manager to lead high-visibility escalations for our Executive staff. The role involves end-to-end case management, direct phone communication with customers, and root-cause analyses to drive systemic improvements across Intuit products and services.

You will collaborate with internal teams, influence without formal authority, and maintain relentless customer empathy while adapting to changing priorities in a fast-paced environment.