Manager; M1 – Customer Supportability; T2-IES

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.

• 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.

• 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. Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. The expected base pay ranges are:

Bay Area, California: $115,500 – $156,500

Southern California: $85,000 – $114,500