Job Description
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Here’s how the job qualifications align with your profile.
Skills
Writing skills
Team management
SaaS
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Full job description
Overview
We’re looking for a highly technical, customer-obsessed Senior Manager to lead a team at the forefront of our Intuit Enterprise Suite operations. This role is pivotal in elevating our supportability strategy, enhancing the end-to-end customer experience, and enabling operational excellence across a distributed ecosystem.
The ideal candidate brings a rare blend of technical acumen, hands-on leadership, customer-facing experience, and cross-functional collaboration skills. You’ll thrive on solving complex problems, driving data-driven decisions, managing high-impact escalations, and mentoring a team of talented specialists, all while being deeply connected to the voice of the customer.
Responsibilities
Leadership & People Management
Lead, inspire, and develop a geographically distributed U.S. based team of Tier 2 technical specialists across multiple product domains.
Foster a high-performance culture focused on accountability, continuous learning, and measurable outcomes.
Provide strategic and tactical direction, ensuring alignment with mid-market objectives and customer impact metrics.
Champion career development, mentoring, performance management, and team enablement.
Technical & Operational Execution
Serve as a technical authority and escalation point for complex customer and support issues.
Work hands-on with product, customer success, and data teams to root-cause systemic issues and deploy durable solutions.
Partner closely with mid-market stakeholders to improve supportability across assisted experiences.
Drive initiatives that enhance customer resolution rates and reduce friction in the support journey.
Customer-Facing Strategy
Engage directly with customers, support teams, and partners to gather feedback, understand pain points, and translate insights into action.
Act as a customer advocate to ensure voice-of-customer is integrated into product and operational roadmaps.
Cross-Functional Communication & Influence
Build strong relationships across product, customer success, and cross-functional business partners.
Navigate competing priorities and drive alignment on escalations, tooling improvements, and proactive support strategies.
Create and deliver executive-level reporting and presentations on team performance, customer impact, and operational metrics.
Data-Driven Decision Making
Utilize dashboards, analytics, and insights to inform prioritization, identify trends, and report on success metrics.
Drive initiatives that promote scalability, automation, and repeatability of support processes.
Qualifications
Bachelor’s degree or equivalent experience in a technical or business-related field.
5+ years of leadership experience, with at least 3 years managing high-performing technical teams.
Proven ability to resolve critical escalations and influence cross-functional leadership, including product, customer success, and operational business teams.
Strong operational mindset with the ability to prioritize effectively in a fast-paced, dynamic environment.
Experience in mid-market support, internal communications, or supportability strategy is strongly preferred.
Deep understanding of SaaS platforms, customer support systems, and customer success best practices.
Outstanding communication, writing, and presentation skills, with the ability to convey complex ideas to diverse audiences.
Demonstrated experience in driving cross-functional alignment, developing internal strategies, and delivering results that directly improve the customer experience.
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:
Bay Area California $ 115,500.00 - 156,500.00
Southern California $ 85,000.00 - 114,500.00
Often responds within 1 day
Here’s how the job qualifications align with your profile.
Skills
Writing skills
Team management
SaaS
+ show more
Do you have experience in Writing skills?
Full job description
Overview
We’re looking for a highly technical, customer-obsessed Senior Manager to lead a team at the forefront of our Intuit Enterprise Suite operations. This role is pivotal in elevating our supportability strategy, enhancing the end-to-end customer experience, and enabling operational excellence across a distributed ecosystem.
The ideal candidate brings a rare blend of technical acumen, hands-on leadership, customer-facing experience, and cross-functional collaboration skills. You’ll thrive on solving complex problems, driving data-driven decisions, managing high-impact escalations, and mentoring a team of talented specialists, all while being deeply connected to the voice of the customer.
Responsibilities
Leadership & People Management
Lead, inspire, and develop a geographically distributed U.S. based team of Tier 2 technical specialists across multiple product domains.
Foster a high-performance culture focused on accountability, continuous learning, and measurable outcomes.
Provide strategic and tactical direction, ensuring alignment with mid-market objectives and customer impact metrics.
Champion career development, mentoring, performance management, and team enablement.
Technical & Operational Execution
Serve as a technical authority and escalation point for complex customer and support issues.
Work hands-on with product, customer success, and data teams to root-cause systemic issues and deploy durable solutions.
Partner closely with mid-market stakeholders to improve supportability across assisted experiences.
Drive initiatives that enhance customer resolution rates and reduce friction in the support journey.
Customer-Facing Strategy
Engage directly with customers, support teams, and partners to gather feedback, understand pain points, and translate insights into action.
Act as a customer advocate to ensure voice-of-customer is integrated into product and operational roadmaps.
Cross-Functional Communication & Influence
Build strong relationships across product, customer success, and cross-functional business partners.
Navigate competing priorities and drive alignment on escalations, tooling improvements, and proactive support strategies.
Create and deliver executive-level reporting and presentations on team performance, customer impact, and operational metrics.
Data-Driven Decision Making
Utilize dashboards, analytics, and insights to inform prioritization, identify trends, and report on success metrics.
Drive initiatives that promote scalability, automation, and repeatability of support processes.
Qualifications
Bachelor’s degree or equivalent experience in a technical or business-related field.
5+ years of leadership experience, with at least 3 years managing high-performing technical teams.
Proven ability to resolve critical escalations and influence cross-functional leadership, including product, customer success, and operational business teams.
Strong operational mindset with the ability to prioritize effectively in a fast-paced, dynamic environment.
Experience in mid-market support, internal communications, or supportability strategy is strongly preferred.
Deep understanding of SaaS platforms, customer support systems, and customer success best practices.
Outstanding communication, writing, and presentation skills, with the ability to convey complex ideas to diverse audiences.
Demonstrated experience in driving cross-functional alignment, developing internal strategies, and delivering results that directly improve the customer experience.
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:
Bay Area California $ 115,500.00 - 156,500.00
Southern California $ 85,000.00 - 114,500.00
Often responds within 1 day
💡 Quick Summary
Seeking a career-building opportunity? The Manager (M1) – Customer Supportability (T2-IES) position is now open for candidates interested in the Customer Care Executive sector. This role in Atlanta offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Customer Care Executive is a plus.