Staff Executive Resolution Manager, Office of the President

Staff Executive Resolution Manager, Office of the President

Category Customer Success, Customer Experience

Location

Atlanta, Georgia

Job ID 23214

Company Overview

Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.

Job Overview

Join Office of the President (OOP) as a full-time Executive Resolution Manager and be a part of our world-class customer support team. OOP handles high-velocity customer escalations on behalf of Intuit's Executive staff by working directly with customers and collaborating internally across all of Intuit's Business Units (BUs) in an effort to quickly achieve issue resolution.

This is a high-volume, phone-based case management role: you will serve as the resolution manager for your cases and own each one end to end — from intake through investigation, cross-functional coordination, and close-loop resolution. Speaking directly with customers over the phone is a core, daily part of the job. Beyond resolving the individual escalation, you'll conduct Root Cause Analysis to understand why the issue happened and help shape the preventative actions that drive systemic change across the ecosystem.

Our team is an Ambassador to the Intuit brand and works to learn from trending issues to eliminate customer pain points, not only for the customer who escalated, but for all customers facing the issue. We seek individuals who are passionate about delivering a world-class customer experience and have a deep commitment to influencing and driving systemic change throughout the ecosystem. Ideal candidates are detail-oriented, have extreme-ownership, bias-for-action, and customer-obsession mindsets, and have a thorough understanding of Intuit products and services.

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 ac