Overview

Join the Office of the President (OOP) Non-Executive Team as a full-time Case Manager and be a part of our world class customer support team. OOP handles high velocity customer escalations by working directly with customers and collaborating internally across all of Intuit’s Business Units (BUs) in effort to quickly achieve issue resolution. Our team strives to learn from trending issues to eliminate customer pain points for not only the customer who escalated, but for all customers facing the issue. We seek individuals who are passionate about delivering world-class customer support and are committed to influencing meaningful change throughout the enterprise. Ideal candidates are detail-oriented, patient, inquisitive, dedicated to putting our customers first, and have a thorough understanding of Intuit products and services.

What you'll bring

General

• Flexible and adaptable to work occasional weekend shifts and adjust to business needs

• Effective communicator to both technical and non-technical audiences

• Demonstrated ability to work independently and within a team, with strong organizational and time management skills

• Detail-oriented and can manage complex assignments, exercising good judgment in decision-making

• Analytical thinker who makes data-driven decisions and transforms insights into actionable plans

• Exceptional communication skills, including business writing and presentations across different levels of the organization

• Ability to use data to motivate, inspire, and drive implementation of innovative and best-in-class improvements

• Proven track record in leveraging data and insight-backed strategies to drive execution

• Strong cross-functional collaboration skills with a "win-together mentality"

• Bachelor's Degree Preferred; Equivalent work experience considered

Project Management

• Strong project management skills to prioritize and drive cross-functional initiatives

• Demonstrated understanding of project management processes, strategies, and methods

• Business acumen and creativity to generate innovative ideas and identify new opportunities to advance the business

Customer Facing

• Ability to de-escalate and empathize with customers, providing excellent and highly detailed customer service

• Proven record of solving complex customer inquiries

• Familiarity with accounting principles and business administration, with experience in multiple Intuit product lines (preferred)

How you will lead

• Serve as the primary point of contact and Case Manager for non-executive escalations, managing the entire process from start to finish.

• Utilize OOP's Salesforce-based 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, and cross-functional stakeholders throughout the escalation process, providing regular updates as needed including a close-loop resolution summary.

• Analyze customer concerns and provide timely recommendations to improve products, services, and processes across the organization.

• Conduct deep dives on customer journeys leading to escalation, leveraging existing data to support the voice of the customer mechanisms across the company.

• Build and maintain positive relationships with internal stakeholders and cross-functional teams, promoting effective collaboration and improving operational efficiencies across the company.

• Stay up to date on Intuit's products and services and always maintain ethical and professional conduct.

EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.