Senior Manager, Tier 3 Support & Product Feedback (IES)

Intuit; Atlanta (GA); On-site; USD 131,000 - 221,500; Full time

Job summary

Intuit is seeking an experienced operational leader to join the Next Level Help organization as the Senior Manager, IES Tier 3 Supportability.

You will own the resolution of the most complex escalations IES customers can generate, build the service enablement infrastructure that makes Tier 2 cohort progressively more capable, and run the engineering feedback loop that translates customer pain into product fixes.

Qualifications

• 8+ years of leadership in customer support, customer success, or technical services within SaaS/fintech.
• Proven track record building or transforming Tier 3 or escalation functions with intake design and performance management.
• Domain depth in mid-market or enterprise SaaS support, with exposure to accounting, payroll, payments, or compliance workflows.

Responsibilities

• Own end-to-end resolution of the most complex IES customer escalations with measurable accountability.
• Lead the Product Investigations and engineering feedback loop to ensure faster defect closure.
• Build Tier 3 as the knowledge engine for Tier 2 partner cohort and coordinate with partner sites.
• Partner with Product, Engineering, Sales, and Customer Success to align on retention and product quality outcomes.
• Design capacity models, SLA governance, and escalation ownership across time zones.
• Drive cross-functional collaboration to surface and address customer impact at program level.

Skills

Senior leadership

SaaS/Fintech

Escalations management

Cross-functional collaboration

Executive communication

Data-driven decisions

Education

Bachelor’s degree

MBA preferred

Job description

Intuit is seeking an experienced operational leader to join the Next Level Help organization as the Senior Manager, IES Tier 3 Supportability.

You will own the resolution of the most complex escalations IES customers can generate, build the service enablement infrastructure that makes Tier 2 cohort progressively more capable, and run the engineering feedback loop that translates customer pain into product fixes.