Senior Manager, IES Tier 3 Supportability

About the Role Intuit is seeking an experienced operational leader to join the Next Level Help organization as the Senior Manager, IES Tier 3 Supportability. As leader of the IES T3 function, you will own the resolution of the most complex escalations and help ensure a scalable, high-impact support capability for the Intuit Enterprise Suite.

As IES integration into NLH 2.0 reaches full-scale activation, you will lead a dedicated IES Tier 3 capability tuned to the specific complexity of mid-market customers—multi-entity configurations, advanced accounting workflows, integrated payroll and payments at scale, and industry-specific compliance needs. What You'll Do

• Lead the IES Tier 3 Supportability function within Next Level Help, owning the resolution of the most complex escalations for mid-market IES customers.
• Serve as the escalation owner for the most challenging cases and drive cross-functional collaboration with Tier 2, Tier 1, Product, and Engineering.
• Build and scale the IES Tier 3 capability to handle multi-entity configurations, complex accounting workflows, and integrated payroll/payments at scale with industry-specific compliance needs.
• Maintain and improve the feedback loop between Product Investigations and Escalations and the engineering organization to reduce time-to-resolution and improve product quality.
• Mentor and develop Tier 3 subject-matter experts, establishing a clear career path within NLH.
• Align with IES leadership to scale NLH 2.0 activation and ensure integration with broader enterprise support objectives. What We're Looking For
• Proven experience leading high-impact escalation management or Tier 3 support operations in enterprise software.
• Deep expertise in mid-market accounting, payroll, payments, and multi-entity configurations, with a track record of handling complex workflows and regulatory/compliance considerations.
• Strong leadership, stakeholder management, and collaboration skills across Product, Engineering, and Customer Success teams.
• Ability to drive process improvements, own product feedback loops, and translate customer issues into actionable engineering work.
• Strategic thinker with the ability to operate in a high-stakes, multi-system environment and influence cross-functional partners. Nice to Have
• Experience with Intuit Enterprise Suite or similar enterprise platforms.
• Familiarity with NLH 2.0 architecture and escalation-based problem-solving. Compensation & Benefits
• Not disclosed in the posting.