Manager 3 Customer Support

Job Overview

Intuit is looking for an innovative Group Manager to lead the Security and Privacy Compliance team in the Intuit Expert Network, Partnerships Team.

The ideal candidate will have a background in security and privacy working with 3rd party Partners, leading a high performing team using data driven analysis mindset, excellent communication and reporting skills, and vast experience leading change.

Interested candidates should have previous experience conducting high-volume investigations, excellent analytical skills, and a high attention to detail.

We believe diversity and inclusion among our teammates produces better results and is critical to our success as a global company. We are committed to recruiting, developing, and retaining the most talented people from a diverse candidate pool.

This role is hybrid with on-site expectations of 2-3 days per week.

Responsibilities

• Own and maintain an engagement framework with 3rd party partners of Intuit Expert Network
• Through data monitoring, AI/ML, and various modes of survey with our systems and processes, strictly ensure 3rd party compliance in regards to data security management and our privacy and security training, immediately remediating any risk through corrective actions.
• Work directly with the Partnership management teams on processes, governance and actions.
• Through customer contacts received via phone, email or chat, researches moderate to complex account activity, determines potential source of compromise, and then takes the appropriate action to mitigate any immediate risk (placing holds or restraints, enabling password resets, etc)
• Refers/reviews more complex/unique situations with senior department staff and partner networks with supporting departments to create a seamless understandable, effective sustainable solution for resolve..
• Work on problems where analysis of situations or data requires a review of a variety of factors
• Collaborate across teams to identify, research, and recommend solutions to investigative matters
• Interprets and responds to data and makes recommendations for improvements
• Often exercises judgment within defined procedures and practices to determine appropriate action
• Recommend actions and process changes to drive solutions to negative outliers or trends
• Constantly strive for process improvement whilst keeping the security and Privacy of our customers at the forefront of your mind
• Support the development and improvement of internal tools by providing operational insights and subject matter expertise.
• Ability to recognize and escalate matters appropriately when faced with progress blockers

Qualifications

• 7-10+ years of experience leading teams in a large scale operations organization to define and drive process and system improvements.
• Expert oral, written and interpersonal communication skills with the ability to communicate complex information accurately, clearly and quickly to all levels.
• Process Excellence mindset, with experience or understanding of, leveraging process excellence tools and frameworks (e.g. LEAN, Six Sigma, TQM).
• Strong project management skill set to drive many interrelated initiatives to completion.
• Proficient in the use of a personal computer and its applications, including Windows and Windows based applications (Word, Excel, Power Point, etc.) or Google Suite
• Demonstrated ability to work in a matrix environment and ability to both influence and develop strong partnerships at all levels from executive leaders to front line employees, as well as cross functional teams like policy, data analytics, engineering, and product management.
• A track record of designing and delivering radical transformation in operational processes (using tools like BPR), guiding the organization through change, and of succeeding in a complex and changing environment.
• Knowledge and understanding of fraud, security and Privacy, and operational risk management practices

Competencies:

• Collaborative, highly analytical leader with an ability to make data-driven decisions and to translate identified opportunities into compelling business insights and actionable plans.
• A coach that loves developing people, embraces empowerment, accountability, and a high performance culture creating a team that is constantly seeking new ways to deliver value and protect Intuit and its customers.
• Demonstrates strong and effective leadership skills and ability to operate comfortably within a complex cultural and global environment.
• Ability to drive performance in line with the EFP organization strategic vision
• Ability to identify when a decision or tradeoff is needed, drives tradeoff discussions and provides data driven recommendations to stakeholders for decisionsing.
• Evangelizes change and contributes to the development of high performing teams by partnering with leadership to create a culture where teams are encouraged to share information, constructively debate and communicate freely.
• High level of intellectual curiosity focused on identifying the root cause of problems to generate results, and exhibits the highest personal and professional standards of integrity and ethics.