Director, Resolutions & Recovery

About the Role

Key Responsibilities

• Own the Response: Be the visible, accountable leader for resolution quality, tone, and consistency across all critical escalations—including the Office of the President (OOP), Social Care, and Community forums.
• Be Intuit's Voice in High-Risk Moments: Own customer visibility and tone calibration in public and executive escalations—tracking social sentiment, governing responses in reputationally sensitive spaces, and working directly with Legal, Brand, and Communications.
• Drive Measurable Outcomes: Lead initiatives that reduce resolution times, lower customer churn, boost NPS after incidents, and deliver airtight closure on every issue.
• Build a Predictive Engine: Shift from reactive problem-solving to proactive advocacy by embedding insights from past escalations into a system that prevents recurrence.
• Unify Escalation Models: Design and scale a centralized operating model for high-stakes customer escalations, ensuring consistent, high-quality responses across products, geographies, and business units.
• Engineer Trust Recovery Systems: Build a post-resolution feedback and coaching loop that leverages real-time VOC data, AI triage, and root-cause audits to improve emotional resonance and accelerate recovery.
• Develop proactive detection systems that surface and triage potential crises early, enabling enterprise-wide prevention.
• Command Intuit's global resolution and recovery system, spanning 75+ internal experts and 125+ BPO partners, ensuring consistent, world-class responses to all escalations.

Requirements

• 10 years experience as the single enterprise leader responsible for strategic response during high-risk and publicly sensitive situations.
• Bachelor's degree, or equivalent practical experience; a Master's degree is preferred.
• A proven leader with exceptional judgment and the ability to thrive in high-visibility, high-stakes, emotionally charged situations.
• A track record of operating at scale, driving measurable business outcomes, and transforming complex, fragmented processes into cohesive systems.
• Experience collaborating across executive functions—product, engineering, legal, communications, and brand—especially under reputational risk scenarios.
• The ability to set tone, direction, and accountability at the highest levels while inspiring cross-functional alignment.
• 5 years of experience in data analytics, business strategy, policy, or related fields.
• 5 years of experience in people management, leading teams.
• A strong understanding of Machine Learning and Generative AI tools, with experience collaborating with engineering and product teams to develop tools, solutions, or automation.
• Excellent communication and presentation skills (written and verbal) and the ability to influence cross-functionally at various levels.

Nice to Have

• Experience with developing and implementing AI-driven solutions.
• Experience in managing enterprise-wide crisis response systems.

Qualifications

• Bachelor's degree or equivalent practical experience.
• Master's degree preferred.

Benefits & Perks

• Not specified in the description.