Senior Manager, Tier 3 Support & Product Insights

Intuit; Frisco (TX); On-site; USD 163,500 - 221,500; Full time

Job summary

Intuit is seeking a Senior Manager to lead the Next Level Help (NLH) Tier 3 Supportability for the Intuit Enterprise Suite. You will own the most complex escalations, define intake standards, and design a scalable enablement framework across Tier 2 partners, Product, Engineering, Sales and Customer Success.

This role requires strategic leadership and deep SaaS support expertise. You will partner with BPO and internal teams, drive operational excellence, and build a culture of ownership aligned

Qualifications

• Proven track record leading Tier 3 or escalation functions in SaaS/fintech.
• Experience transforming support and engineering collaboration into measurable business impact.
• Domain depth in mid-market or enterprise SaaS support with strong cross-functional partnerships.

Responsibilities

• Lead Tier 3 resolution for the most complex IES escalations with accountability for SLA and quality.
• Own the Engineering Feedback Loop and translate customer issues into product improvements with measurable outcomes.
• Build Tier 3 enablement programs for Tier 2 partners and drive cross-functional collaboration with Product, Engineering, Sales and CS.

Skills

Leadership

Executive communication

Data-driven decisions

Strategic thinking

Cross-functional collaboration

Education

Bachelor’s degree

MBA preferred

Job description

Intuit is seeking a Senior Manager to lead the Next Level Help (NLH) Tier 3 Supportability for the Intuit Enterprise Suite. You will own the most complex escalations, define intake standards, and design a scalable enablement framework across Tier 2 partners, Product, Engineering, Sales and Customer Success.

This role requires strategic leadership and deep SaaS support expertise. You will partner with BPO and internal teams, drive operational excellence, and build a culture of ownership aligned