Senior Manager Partner Resolution Management Intuit
Overview
Lead the Team of resolution managers and specialists responsible for high-visibility escalations from Intuit`s highest-value partners. Protect trust minimize business and reputational risk drive root-cause fixes and influence upstream changes. Remote people-leadership operational-excellence role.
What You'll Do11
- 1Lead hire and develop a team of resolution managers and specialists dedicated to resolving complex high-stakes escalations from Intuit`s highest-value accountants and firm partners ensuring timely high-quality outcomes.
- 2Own end-to-end escalation and resolution management process for the High Value Partner Ecosystem covering intake triage prioritization SLA adherence and executive-level reporting.
- 3Serve as senior point of escalation for sensitive partner issues balancing partner experience business impact and risk.
- 4Partner cross-functionally with Product Engineering Legal Risk and Finance to diagnose root causes of recurring issues and drive durable systemic fixes.
- 5Build and maintain resolution governance models playbooks and escalation frameworks that scale quality and consistency as partner base and issue complexity grow.
- 6Analyze resolution and satisfaction data time-to-resolve reopen rate tNPS and partner satisfaction to identify trends surface systemic pain points and inform leadership on partner ecosystem health.
- 7Represent the voice of high-value partners in cross-functional planning advocating for process policy and product changes that reduce escalation volume and improve partner experience.
- 8Lead change management for new tools workflows and policies affecting the resolution team ensuring smooth adoption with minimal disruption to service levels.
- 9Coach and grow people leaders and individual contributors setting clear expectations developing craft skills and building a strong talent pipeline within the team.
- 10Partner with Workforce Management and Finance to align staffing capacity and budget plans to forecasted escalation volume and seasonal demand.
- 11Contribute a resolution-management lens to the broader Accountant Experience and Customer Success strategy informing roadmap and investment decisions.
Requirements13
- 1Bachelor degree or equivalent practical experience.
- 25+ years leading teams in escalation management customer resolution support operations or related discipline preferably within B2B fintech SaaS or accounting financial services.
- 3Proven experience managing high-stakes high-visibility issues involving VIP or high-value customers/partners including legal financial or reputational sensitivity.
- 4Strong people-leadership track record including hiring coaching and developing managers or senior individual contributors.
- 5Demonstrated ability to use data to diagnose root causes measure resolution effectiveness and drive continuous improvement such as resolution time reopen rate CSAT tNPS.
- 6Excellent written and verbal communication skills with experience presenting to and influencing senior executive stakeholders.
- 7Experience leading cross-functional partners Product Legal Risk Finance to achieve shared resolution and process outcomes.
- 8Strong operational rigor building repeatable processes playbooks and governance models that scale.
- 9Comfortable operating in ambiguity and leading teams through organizational or process change.
- 10Preferred experience supporting accounting or financial professionals familiarity with QuickBooks Accountant ProAdvisor or similar practice-management ecosystems.
- 11Background in a partner alliance or channel-facing role in addition to direct customer support.
- 12Experience with escalation case management tooling and CRM platforms.
- 13MBA or advanced degree in a related field.
Salary Insight
Salary not disclosed in listing
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