Job Description

You are relentlessly customer obsessed and move with a high bias for action to resolve issues that cause friction and erode customer trust in our products. This role owns scaling and enhancing the Distressed Customer program, translating customer distress signals into scalable service recovery outcomes. It is responsible for enhancing detection signals to identify at-risk customers earlier, defining recovery playbooks by failure type, and reducing transfer rates through systemic handoff-pattern analysis.

Responsibilities

• Enhance distressed detection signals to provide world class customer service recovery
• Represent customer distress signals in weekly leadership reporting
• Lead distressed customer Gembas
• Develop, manage, and deliver Distress Customer performance to executive audience
• Reduce transfer rates by identifying handoff failure patterns at scale
• Define and operate customer recovery playbooks by failure type
• Define tooling, training, and hiring profile needs across the program
• Liaison between Service recovery and operations, service, product, etc. teams.
• Stakeholder managem

Qualifications

Work History: 10 to 15+ years in strategy, operations, or management

Education: Bachelor's degree (BA/BS) or equivalent practical work experience.

Core Skills and Competencies:

• Scalable Architecture: Proven ability to scale repeatable and durable processes across large organizations.
• Strategic Thinking: Ability to bridge high-level strategy with granular, tactical quarterly execution.
• Analytical Acumen: Expertise in building financial models, business cases, and performance frameworks.
• Leadership & Influence: Experience driving organizational change and alignment with senior executives.
• Communication: Exceptional verbal and written skills tailored for front-line managers to executives.

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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.