Sr. Manager Enterprise Suite

Overview

Intuit is a global technology platform that helps consumers and small businesses prosper by powering prosperity around the world. As a leader in financial software, we provide innovative solutions — including Quick Books, Turbo Tax, Credit Karma, and Mailchimp — that empower our customers to manage their finances effectively. The Intuit Enterprise Suite (IES) is our comprehensive, AI-powered offering for complex mid-market businesses, providing integrated accounting, payroll, payments and industry-specific capabilities for construction, non-profit, real estate, and project-based organizations across the United States.

Intuit is scaling the Intuit Enterprise Suite as one of the company’s most pivotal growth bets — a groundbreaking, all-in-one solution engineered to help complex businesses unlock growth, streamline operations, and scale with confidence. As IES expands across the U.S. mid-market, the customers reaching our support organization are increasingly Intuit’s highest-value, highest-complexity, and highest-stakes customers. Their experience at the moment of need determines whether they remain on the platform, expand their footprint, or churn.

NLH is the organizational system that serves these customers when frontline support cannot. It is a three-layer system: a partner-staffed Tier 2 expert cohort that takes warm transfers from Tier 1; a Tier 3 Supportability layer of Intuit’s deepest subject matter experts; and a Product Investigations and Escalations function that closes the engineering feedback loop. Tier 3 is the foundation — the knowledge engine that makes Tier 2 better over time, the escalation owner for the most complex cases, and the career destination for our most capable experts.

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,…