Group Manager OOP

About This Role

Lead the One-Intuit Community Engagement strategy and Generative Engine Optimization (GEO) for community content, bridging all business units to an AI-enhanced environment, ensuring optimized user-generated content for AI-driven search and resolution.

Responsibilities

• Lead and execute an enterprise-aligned community engagement strategy across multiple Intuit business units
• Identify and deliver AI-enabled intervention opportunities that drive predictive and proactive customer engagement
• Manage and develop a high-performing, distributed organization, including 4+ direct reports and 30+ team members
• Operate effectively within a heavily matrixed environment, partnering closely with Product, Engineering, GEO, Care, Data, and Marketing teams
• Own optimization of User Generated Content (UGC) and expert response quality
• Translate community data and customer insights into actionable recommendations
• Drive operational excellence and continuous improvement leveraging experimentation and data-driven decision-making
• Champion adoption of AI-enhanced workflows and tools for both customers and experts
• Maintain a “One Intuit” mindset, balancing the needs of individual business units with enterprise-level goals
• Build strong, trust-based relationships with internal stakeholders

Requirements

• 8–10 years of experience in community, customer success, or related roles
• Demonstrated ability to transform organizations and improve business performance
• Proven experience leading large-scale community engagement organizations
• Ownership of technical platforms and expert ecosystems
• Strong people leadership and mentoring capabilities
• Track record of leading change and developing high-performing teams in fast-moving, matrixed environments
• Demonstrated success driving results through innovative, data-informed problem-solving
• Exceptional communication and interpersonal skills
• Ability to influence, collaborate, and build lasting relationships
• Comfort operating in ambiguous, self-directed environments
• Confidence to experiment, learn quickly, and deliver results at speed
• High degree of integrity and discretion
• Customer-obsessed and empathetic mindset
• Deep curiosity about customer needs and behaviors
• Deep understanding of AI-enabled and human-led customer engagement
• Understanding of how User Generated Content (UGC) and Voice of the Customer (VoC) drive GEO success
• Strong analytical skills

Qualifications

• Bachelor’s degree required; advanced degree preferred, or equivalent practical experience
• 8–10 years of experience in community, customer success, or related roles

Benefits