**Overview** **Location:** Hybrid - Atlanta, based preferred **About the Role** 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. **What you'll bring** **Qualifications** + **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. **Preferred Attributes** + Background in technical support, SaaS, or customer experience leadership. **Why Join Intuit?** At Intuit, we’re building a platform to power prosperity for our customers around the world. You’ll join a mission-driven team that’s reimagining how enterprise-level businesses are supported and you’ll be empowered to make a tangible difference in how we serve them. Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is: Southern California $85,000.00 - 114,500.00This position will 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 pay equity for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. **How you will lead** **Key Responsibilities** **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. EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.