Senior Manager (M2), Partner Resolution Management
Company Overview
Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.
Job Overview
The Accountant High Value Partner Ecosystem team is responsible for the experience of Intuit's most strategic accounting firm and ProAdvisor partners across QuickBooks Accountant, QuickBooks Accountant Premium, and National Accounts. As Senior Manager, Partner Resolution Management, you will lead the team accountable for resolving the most complex, high-visibility escalations from our highest-value partners — protecting trust, minimizing business and reputational risk, and driving the root-cause fixes needed to prevent issues from recurring.
This is a remote people-leadership and operational-excellence role. You will build and coach a team of resolution managers and specialists, own escalation governance end-to-end, and partner across Product, Support Operations, Legal, Risk, and Finance to resolve issues quickly while influencing the upstream changes that reduce escalation volume over time.
Responsibilities
- Lead, hire, and develop a team of resolution managers/specialists dedicated to resolving complex, high-stakes escalations from Intuit's highest-value accountants and firm partners, ensuring timely, high-quality outcomes.
- Own the end-to-end escalation and resolution management process for the High Value Partner Ecosystem — intake, triage, prioritization, SLA adherence, and executive-level reporting.
- Serve as the senior point of escalation for the most sensitive or complex partner issues, exercising sound judgment to balance partner experience, business impact, and risk.
- Partner cross-functionally with Product, Engineering, Legal, Risk, Finance, and Support Operations to diagnose root causes of recurring issues and drive durable, systemic fixes rather than one-off resolutions.
- Build and maintain resolution governance models, playbooks, and escalation frameworks that scale quality and consistency as the partner base and issue complexity grow.
- Analyze resolution and satisfaction data — time-to-resolve, reopen rate, tNPS, and partner satisfaction — to identify trends, surface systemic pain points, and inform leadership on the health of the partner ecosystem.
- Represent the voice of the high-value partner in cross-functional planning, advocating for the process, policy, and product changes that reduce escalation volume and improve the overall partner experience.
- Lead change management for new tools, workflows, and policies affecting the resolution team, ensuring smooth adoption with minimal disruption to service levels.
- Coach and grow people leaders and individual contributors — setting clear expectations, developing craft skills, and building a strong talent pipeline within the team.
- Partner with Workforce Management and Finance to align staffing, capacity, and budget plans to forecasted escalation volume and seasonal demand.
- Contribute a resolution-management lens to the broader Accountant Experience and Customer Success strategy, informing roadmap and investment decisions.
Qualifications
Required
- Bachelor's degree or equivalent practical experience.
- 5+ years leading teams in escalation management, customer resolution, support operations, or a related customer-facing discipline, ideally within B2B, fintech, SaaS, or accounting/financial services.
- Proven experience managing high-stakes, high-visibility issues involving VIP or high-value customers/partners, including issues with legal, financial, or reputational sensitivity.
- Strong people-leadership track record, including hiring, coaching, and developing managers or senior individual contributors.
- Demonstrated ability to use data to diagnose root causes, measure resolution effectiveness, and drive continuous improvement (e.g., resolution time, reopen rate, CSAT/tNPS).
- Excellent written and verbal communication skills, with experience presenting to and influencing senior/executive stakeholders.
- Experience leading cross-functional partners (Product, Legal, Risk, Finance) toward shared resolution and process outcomes.
- Strong operational rigor — able to build repeatable processes, playbooks, and governance models that scale.
- Comfortable operating in ambiguity and leading teams through organizational or process change.
Preferred
- Experience supporting accounting or financial professionals, with familiarity with QuickBooks Accountant, ProAdvisor, or similar practice-management ecosystems.
- Background in a partner, alliance, or channel-facing role in addition to direct customer support.
- Experience with escalation/case management tooling and CRM platforms.
- MBA or advanced degree in a related field.
Additional Information
- This role may require occasional travel (~10%) for stakeholder and partner engagement.
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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.