Group Manager OOP

Job Overview

Intuit is a global technology platform that helps our customers and communities overcome their most important financial challenges. We help give over 50 million consumers, small businesses, and self-employed customers around the world the opportunity to prosper.

The Modern Operations team is seeking an experienced, collaborative, and customer-obsessed Group Manager to join our Customer Resolutions and Recovery Team (CRRT). In this role, you will lead our One-Intuit Community Engagement strategy, bridging all business units to a predictive, empathetic, AI-enhanced environment, where human intervention is valued equally. You will also lead Generative Engine Optimization (GEO) for community engagement, ensuring User Generated Content (UGC), community replies, and community engagements are optimized for the next generation of AI-driven search and resolution.

This high-impact, high-visibility position will interact with a broad group of stakeholders. It will require a self-directed individual with strong attention to detail, great analytical skills, and curiosity to step into unfamiliar spaces to drive change on behalf of our customers. The successful candidate will possess the ability to multitask, make intelligent and timely decisions with limited guidance, be curious, and genuinely enjoy the idea of challenging the status quo.

You will create an enabling operating mechanism to ensure that we are fixing customer complaints timely and identifying patterns and use cases that we want to solve holistically and systematically, leveraging data/insights, anecdotes from customers, and partnering with stakeholders.

How you will lead

• The successful candidate will lead by empowering people first—building and developing high-performing, matrixed teams grounded in empathy, trust, and excellence—while scaling AI-enabled community experiences across Intuit. They will foster a culture of experimentation and continuous improvement, partner seamlessly across a matrixed organization, and leverage community insights, UGC, and expert knowledge to deliver predictive, proactive customer engagement with a One Intuit mindset.

Responsibilities

• Lead and execute an enterprise-aligned community engagement strategy across multiple Intuit business units, ensuring scalable, high-quality customer experiences that support customer success and reflect Intuit’s culture of empathy.

• Identify and deliver AI-enabled intervention opportunities that drive predictive and proactive customer engagement, enabling customers to solve problems efficiently while accelerating access to expert support within community environments.

• Manage and develop a high-performing, distributed organization, including 4+ direct reports and 30+ team members, with a strong focus on coaching, performance management, and career development.

• Operate effectively within a heavily matrixed environment, partnering closely with Product, Engineering, GEO, Care, Data, and Marketing teams to align community insights and Voice of the Customer with product roadmaps and business priorities.

• Own optimization of User Generated Content (UGC) and expert response quality, ensuring empathetic, accurate, and authoritative solutions remain a trusted source of truth for AI-driven discovery and GEO outcomes.

• Translate community data and customer insights into actionable recommendations, using qualitative and quantitative analysis to inform decisions, prioritize investments, and drive measurable business impact.

• Drive operational excellence and continuous improvement, leveraging experimentation, test-and-learn approaches, and data-driven decision-making to scale what works and quickly course-correct when needed.

• Champion adoption of AI-enhanced workflows and tools for both customers and experts, reducing friction, improving efficiency, and thoughtfully challenging legacy processes.

• Maintain a “One Intuit” mindset, balancing the needs of individual business units with enterprise-level goals and ensuring consistent execution across teams.

• Build strong, trust-based relationships with internal stakeholders, influencing without authority and serving as a key partner in delivering community-led and AI-enabled customer success outcomes.

Qualifications

• Bachelor’s degree required; advanced degree preferred, or equivalent practical experience.

• 8–10 years of experience in community, customer success, or related roles, with a demonstrated ability to transform organizations and improve business performance through innovative problem-solving.

• Proven experience leading large-scale community engagement organizations, including ownership of the technical platforms and expert ecosystems that power them.

• Strong people leadership and mentoring capabilities, with a track record of leading change and developing high-performing teams in fast-moving, matrixed environments.

• Demonstrated success driving results through innovative, data-informed problem-solving that delivers measurable business impact.

• Exceptional communication and interpersonal skills, with the ability to influence, collaborate, and build lasting relationships with customers and internal stakeholders.

• Comfort operating in ambiguous, self-directed environments, with the confidence to experiment, learn quickly, and deliver results at speed.

• High degree of integrity and discretion, with the ability to handle sensitive and confidential information appropriately.

• Customer-obsessed and empathetic mindset, paired with deep curiosity about customer needs and behaviors.

• Deep understanding of AI-enabled and human-led customer engagement, including how User Generated Content (UGC) and Voice of the Customer (VoC) drive GEO success.

• Strong analytical skills, with the ability to evaluate, size, and analyze community data to generate actionable insights and recommendations.

●Excellent verbal, written, and interpersonal communication skills

●High level of integrity and discretion to handle confidential information.

●Confidence to experiment, learn quickly, and deliver results fast

●Deeply curious and empathetic to customers

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. 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 fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is: 

Southern California $ 169,000- 228,500