Social Care Leader
Intuit
Tucson, AZ, USA
Company Overview
Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.
Job Overview
We are looking for a Social Care Leader to join our Intuit Social Care & Community Engagement team in the Intuit Expert Network. This is a permanent leadership position responsible for managing our consumer group social response team. You will ensure our brand voice remains consistent and helpful, while also acting as a key advocate for our customers by bridging the gap between social sentiment and product innovation.
Responsibilities
- Champion the Brand: Act as the final point of escalation for high-touch, sensitive social media interactions. Ensure every response reinforces trust and helps our customers prosper.
- Drive Insights to Action: Champion "Voice of the Customer" from social channels to identify systemic product issues. Partner cross-functionally to drive durable fixes that reduce customer friction.
- Cultivate Talent: Manage a seasonal team with a focus on "Learn and Grow." You will be responsible for the career development and technical proficiency of your team members.
- Innovation through AI: Leverage Intuit’s AI-driven tools to streamline workflows, allowing your team to focus on high-value, empathetic human connections.
- Lead High-Performing Teams: Recruit, onboard, and manage a seasonal team of specialists. You’ll be responsible for performance management, providing real-time feedback, and keeping engagement high during peak volumes.
- Operational Excellence: Oversee the quality of unscripted, brand-aligned responses across social platforms and app stores. Ensure the team meets defined productivity and quality metrics.
- Change Leadership: Guide your team through the ambiguity of tax season, translating complex product updates and tax law changes into clear, actionable guidance for social engagement.
- Strategic Partnership: Collaborate with Hub leadership and the broader Social organization to identify process improvements and headcount needs for future seasons.
Qualifications
- Proven experience in people management, specifically leading teams in a customer-facing or social media environment.
- Deep understanding of social media ecosystems (algorithms, community management, and engagement trends).
- Strong analytical skills; ability to use data to tell a story and drive team performance.
- Experience managing "seasonal" or "contingent" workforces is a plus.
Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may 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: