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Senior Business Operations Manager - Loan Servicing

Category Program Management & Business Operations Location Mountain View, California; San Diego, California Job ID 2025-68449
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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

We are seeking a business operations manager with expertise in loan servicing to oversee multiple workstreams for our lending business. This role will be responsible for operational oversight of loan servicing workstreams, execution of manager approvals, ensuring compliance with risk and control framework, and driving program excellence. The ideal candidate has a strong background in program management or business operations and operational execution, with a track record of success in lending or fintech environments.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is:

Mountain View, CA $132,500 - $179,000

San Diego, CA  $116,500-$157,500This 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.

Responsibilities

Loan Servicing Workstreams

  • Oversee critical Loan Servicing Workstreams including
    • Fraud claims,
    • Fraud recoveries process, 
    • Manual payments (checks/wires) research & application, 
    • Refund requests,
    • Requests to edit payment allocation

Operational Oversight:

  • Develop and maintain a comprehensive run book for workstreams to outline processes, roles, and escalation protocols.
  • Maintain procedure documentation and ensure approval history is accurate. 
  • Standardize workflows and communication channels between internal teams and external vendors to ensure seamless operations.
  • Ensure compliance with key QA processes for example tracking and monitoring bankruptcy/deceased/hardship processing, credit reporting disputes, and bank account changes. 

Issue Triage and Remediation:

  • Drive issue remediation: Manage edge cases and escalations across direct lending products (term loan and line of credit); solving case by case, leveling up the learnings, tracking trends, and recommending improvements to policies and procedures to prevent additional issues.
  • Provide detailed reporting on issue remediation and areas for improvement.

Qualifications

    • Bachelor’s degree in Business Administration, Operations Management, or a related field
    • 5+ years of experience in business operations, program management, or operational leadership, ideally within the lending or fintech industry.
    • Proven track record of operational excellence in program management or business operations
    • Strong analytical and forecasting skills, with experience in agent capacity planning.
    • Exceptional organizational skills, with the ability to manage multiple priorities and deadlines.
    • Excellent interpersonal and communication skills, with the ability to build and maintain strong relationships with vendors and internal teams.
    • Familiarity with regulatory requirements and compliance standards in lending or financial services.

    Preferred Skills

    • Experience with workforce management tools and reporting platforms (e.g., Salesforce, Tableau, or similar).
    • PMP certification or formal training in program management methodologies.
    • Background in operational risk management or quality assurance is a plus.
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Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is Bay Area California $132500-179000, Southern California $116500-157500. This 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.

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