Sr. Manager Enterprise Suite

Senior Manager, IES Tier 3 Supportability

Intuit is seeking an experienced operational leader to join the Next Level Help organization as the Senior Manager, IES Tier 3 Supportability. As leader of the IES T3 function, you will own the resolution of the most complex escalations IES customers can generate, build the service enablement infrastructure that makes our partner-staffed Tier 2 cohort progressively more capable, and run the engineering feedback loop that translates customer pain into product fixes.

You will lead a co-located team of Intuit FTE subject matter experts and managers, design the career architecture that retains them, and partner across Product, Engineering, Sales, and Customer Success to ensure IES delivers the experience our mid-market customers expect.

This is a high-visibility role with direct line of sight to retention, expansion, and product quality outcomes for the most strategically important customers in the IES portfolio. You will operate at the intersection of customer experience, operational excellence, and product feedback — with the mandate to build a function that is referenced internally as the standard for how Intuit serves complex customers.

Tier 3 Resolution Excellence

• Own end-to-end resolution of the most complex IES customer escalations — multi-entity accounting issues, integrated payroll and payments incidents, advanced compliance scenarios, and cross-product configuration failures — with measurable accountability for issue resolution rate, multi-contact rate, and Service Quality Score (SQS).
• Set and enforce the Tier 3 intake standard, including SME-gate criteria, qualification of investigation tickets, and disposition routing, to protect T3 capacity and reduce invalid escalations.
• Build the IES Tier 3 case management discipline — ownership rules, working hours coverage, after-hours protocols, hand-offs across time zones, and SLA governance — so customers experience continuous ownership without re-explanation.

Product Investigations and the Engineering Feedback Loop

• Lead the IES Product Investigations function as the structured path from customer-detected defect to engineering resolution, with measurable accountability for investigation closure rate within SLA, defect documentation quality, and time-to-fix.
• Establish the engineering liaison rhythm with IES Product and Engineering teams — weekly defect reviews, release-readiness input, and incident management partnership — so customer-impacting issues are identified earlier and resolved faster.
• Translate Tier 3 case patterns into product quality intelligence by quantifying downstream contacts prevented, retention risk reduced, and customer impact avoided through faster defect closure — framed in dollars, not tickets.

Service Enablement and Tier 2 Capability Building

• Operate Tier 3 as the knowledge engine for the IES Tier 2 partner cohort — closing expertise gaps, contributing to training content, leading shadow and certification programs, and reinforcing the SME-gate before warm transfer.
• Partner with BPO leadership at Alorica, Foundever, Concentrix, and Teleperformance to operationalize T3 enablement at the partner sites that handle IES Tier 2 volume.
• Build a closed-loop coaching mechanism between T3 escalation outcomes and T2 performance management — every avoidable escalation becomes a structured enablement input, not a complaint.

Customer Escalation Management and Advocacy

• Own the IES service-recovery path for Office of the President-style escalations, regulator-adjacent issues, and high-ARR customer fire drills — setting response standards, executive communication discipline, and post-resolution learning loops.
• Champion the voice of the IES customer in cross-functional forums by translating frontline pain into structured, prioritized signals for Product, Engineering, and Customer Success leadership.

Operational Excellence and Performance Management

• Run a rigorous performance system with quality scorecards, weekly governance, named owners for every recurring miss, and behavioral accountability mechanisms — not only structural fixes.
• Design and operate the T3 capacity model, intraday controls, and…