Product Manager, Risk Resolution

Join our mission

Intuit is a global technology platform that helps our customers and communities overcome their most important financial challenges. We serve over 50 million consumer, small business, and self-employed customers around the world — powering the money movement behind Quick Books, Mailchimp, and Turbo Tax.

When we protect customers from fraud and financial risk, sometimes good customers get caught in the crossfire — a held payment, a paused account, a document request, a verification step. In that moment, the experience we put in front of them determines whether they resolve it in seconds or churn in frustration.

We re hiring a Staff Product Manager to own the customer-facing resolution experience — the front-end flows that guide a customer from  your account is under review  to  you re all set,  instantly. This is a deeply customer-obsessed, experience-driven role. Your mission is to design interactions so clear, fast, and reassuring that customers complete the actions needed to resolve risk frictions in real time — turning a scary moment into a moment of trust.

You ll partner intimately with design and UX research to craft world-class flows, and you ll live in the funnel — instrumenting every step, running experiments, listening to customer sentiment and feedback, and relentlessly removing friction until completion rates climb and effort disappears. Where a moment can t be self-served, you ll shape the seamless handoff to human support. Our partners are cross-functional, globally distributed, and technical.

Success demands customer obsession, design craft, and analytical rigor in equal measure.

You ll be challenged to think bolder, move faster, and have a bigger impact. Deep partnerships with world-class designers, researchers, engineers, and data scientists make every day a learning experience.

• Own the customer resolution experience end to end — The front-end flows customers use to clear holds, reviews, verifications, document requests, and correspondence across all product offerings, delivering a seamless experience across the ecosystem.
• Obssess over the customer — Develop deep empathy through customer feedback, session replays, support insights, and sentiment data; translate what you learn into interactions that feel effortless and human.
• Design flows that drive completion — Partner hand-in-hand with UX design and research to craft intuitive, reassuring, high-converting flows — because a resolved friction depends on the customer actually completing the required action, fast.
• Live in the funnel — Instrument every step of the resolution journey, analyze where customers drop off, and diagnose the why — then fix it.
• Experiment relentlessly — Run A/B tests and rapid iterations on copy, UI, flow, and timing to lift completion rates, reduce time-to-resolution, and improve customer sentiment.
• Make resolution instant and AI-native — Self-serve, real-time flows with intelligent guidance — and design graceful handoffs to human support for the rest.
• Own the scoreboard — Define, measure, and own success metrics: completion rate, time-to-resolution, funnel conversion, customer effort scores, that ultimately lead to good-customer retention.
• Align and deliver — Build strong relationships across design, engineering, research, risk policy, compliance, and operations; ruthlessly prioritize; set timelines; and communicate clearly with teams and leaders across the business.

• 4+ years designing and delivering world-class customer-facing products and experiences in a Product Management role, including sustained ownership of complex, multi-team initiatives.
• Proven track record building front-end / customer-facing flows — you ve shipped consumer or SMB experiences and moved metrics like conversion, completion, engagement, and retention.
• Deep partnership with UX design and research — you treat design as a co-owner, not a service, and you sweat interaction details, copy, and sentiment.
• Strong funnel analysis and experimentation chops — comfortable with analytics, A/B testing, and using data to diagnose drop-off and validate hypotheses
• Obsession with customer feedback and…