Group Manager, Customer Trust & Advocacy

Company Overview

Job Overview

Intuit is a global technology platform that helps our customers and communities overcome their most important financial challenges. We help give over 50 million consumers, small businesses, and self-employed customers around the world the opportunity to prosper.

We’re looking for an experienced leader to head our newly formed Customer Resolution and Recovery Team (CRRT).

This is a critical leadership role that will shape how we resolve customer issues, manage investigations, and deliver seamless resolution experiences. This high-impact, high-visibility position will interact with a broad group of stakeholders. It will require a self-directed individual with strong attention to detail, great analytical skills, and curiosity to step into unfamiliar spaces to drive change on behalf of our customers. The successful candidate will possess the ability to multitask, make intelligent and timely decisions with limited guidance, be curious, and genuinely enjoy the idea of challenging the status quo. You will create an enabling operating mechanism to ensure that we are fixing customer issues timely and identifying patterns and use cases that we want to solve holistically and systematically, leveraging data/insights, anecdotes from customers, and partnering with stakeholders.

You’ll drive innovation through AI and automation, reduce manual churn, and ensure that our processes scale to meet the needs of a growing customer base. The role requires a proven operator who can balance deep functional expertise with the vision to create a best-in-class resolution ecosystem that improves customer trust, drives efficiency, and influences enterprise-level outcomes.

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 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.

Qualifications

• 10+ years in customer operations, risk & compliance, or product support, including 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, with the ability to align across multiple orgs and senior leadership.
• A data-driven, customer-first mindset and a 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.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is:

Southern California $ 169,000- 228,500