Group Manager, Office of the President

About This Role

Lead the newly formed Customer Resolution and Recovery Team at Intuit, shaping customer issue resolution, managing investigations, and delivering seamless experiences. Drive innovation through AI and automation to fix customer issues, identify patterns, and improve customer trust and efficiency.

Responsibilities

• Lead product investigations and systemic issue resolution, working closely with Product and Engineering
• Lead a global team responsible for investigating systemic and complex product issues surfaced through customer complaints, telemetry, or community signals
• Oversee customer issue remediation, ensuring empathy, accuracy, and speed
• Partner with Tech and Data Science teams to design and deploy AI-driven tools that improve detection, triage, and resolution
• Drive automation and process innovation to reduce manual work and improve efficiency
• Collaborate cross-functionally across business units to connect resolution efforts to enterprise-level priorities
• Build and scale a high-performing, specialized team that thrives in a complex and dynamic environment

Requirements

• 10+ years in customer operations, risk & compliance, or product support
• 5+ years leading teams at scale
• Strong background managing escalations, product investigations, or technical support functions
• Proven experience driving AI adoption and automation in operations
• Exceptional collaboration and influence skills
• Data-driven, customer-first mindset and passion for building scalable solutions
• Proven track record leading specialized, complex, and growing teams through scale and transformation
• Exceptional cross-functional collaboration skills; able to influence senior leaders and drive alignment across multiple business units

Qualifications

• 10+ years in customer operations, risk & compliance, or product support, including 5+ years leading teams at scale

Skills

* Required skills

Benefits