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Staff Business Operations Manager

Category Program Management & Business Operations Location Remote - Illinois - United States; San Diego, California Job ID 20273
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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

The Intuit Business Credit Card (IBCC) is one of Intuit's newest and fastest-growing products, and we're looking for a Program Manager to be its operational backbone. This role owns the end-to-end operational health of IBCC — spanning customer service, servicing, collections, and back office — acting as the internal expert and cross-functional hub that keeps a brand new, complex product running smoothly at scale.


This is not a traditional manager role. You'll have influence, context, and accountability across every function that touches the card. You'll be the person who knows more about how IBCC operates than anyone else in the building, and you'll use that knowledge to drive alignment, unblock issues, and build the operational foundation the product needs to scale.


Responsibilities

Program Ownership

• Serve as the single operational owner for IBCC end-to-end — the go-to person for anything touching customer service, servicing, collections, disputes, or back office on the card product

• Maintain a living view of IBCC operational health: volume trends, issue backlogs, SLA performance, and escalation patterns across all functions

• Own the IBCC issues log and drive resolution cross-functionally — triaging inbound problems, assigning owners, and tracking to closure

• Define and monitor KPIs across the full IBCC operational lifecycle; surface insights and risks to senior leadership on a regular cadence


Cross-Functional Coordination

• Act as the connective tissue between Collections, Servicing, Customer Service, Platform, Product, Compliance, and WebBank — ensuring every team has what they need to support IBCC customers effectively

• Lead operational readiness for all IBCC product releases and feature launches — defining support requirements, agent enablement needs, and escalation paths before go-live

• Represent IBCC operations in cross-functional forums, product reviews, and partner meetings including WebBank commercial syncs

• Partner with the Platform team on LoanPro and Card System changes that impact IBCC operations, translating business requirements into clear operational asks


Servicing & Collections Operations

• Own the design and documentation of IBCC servicing processes — payments, disputes, fraud claims, account maintenance — ensuring they are compliant, scalable, and agent-ready

• Partner with Collections leadership to define and refine IBCC-specific collections strategies, including pre- and post-charge-off handling, dispute/chargeback workflows, and agency escalation paths

• Coordinate with the Customer Service team (and BPO partners) to ensure IBCC servicing procedures are current, trained, and consistently executed

• Identify process gaps and manual workflows that are candidates for automation or AI-assisted handling, and drive those improvements through to execution


Qualifications

• 8+ years of experience in operations, program management, or servicing within fintech, credit cards, lending, or financial services

• Demonstrated ability to operate as a cross-functional program owner — driving alignment and execution across teams without direct authority over all of them

• Deep understanding of credit card or lending operations, including servicing, collections, disputes, and compliance touchpoints

• Strong analytical skills — comfortable owning reporting, diagnosing operational issues from data, and presenting findings clearly to senior leadership

• Exceptional written and verbal communication; able to translate complex operational detail into crisp executive updates and clear team-level direction

• High ownership mindset — you notice what's falling through the cracks and pick it up without being asked

• Comfort with ambiguity and new product builds; experience standing up operations for a net-new product is a strong plus


Preferred


• Experience with credit card servicing, preferably small business or commercial-focused

• Familiarity with Salesforce, LoanPro, or card servicing systems

• Experience working with bank partners (e.g. WebBank) or in a bank partnership model

• Exposure to compliance, vendor oversight, QA, or BPO management


Why This Role Matters


IBCC just hit General Availability — any US small business can now apply. The product is real, the customers are here, and the operational infrastructure needs to match. This person will shape what great looks like for IBCC operations from the ground up, and their work will directly determine whether hundreds of thousands of small business customers have a great experience with Intuit's newest financial product.


Level: P4 Staff Business Operations Manager

Team: Lending Operations & Partnerships

Reports to: Head of Lending Operations & Partnerships




Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may 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 [1] 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: Bay Area California $ 166,500.00 - 225,500.00 Southern California $ 154,500.00 - 208,500.00 Colorado $ 140,000.00 - 189,500.00 Hawaii $ 147,000.00- 198,500.00 Illinois $ 140,000.00 - 189,500.00 Massachusetts $ 147,000.00 - 198,500.00 Maryland $ 140,000.00 - 189,500.00 Minnesota $ 127,000.00- 172,000.00 New Jersey $ 147,000.00 - 198,500.00 New York $ 152,000.00 - 205,500.00 Ohio $ 127,000.00- 172,000.00 Vermont $ 140,000.00 - 189,500.00 Washington $ 147,000.00 - 198,500.00 Washington DC $ 140,000.00 - 189,500.00 References Visible links 1. https://www.intuit.com/careers/benefits/full-time-employees/ Springfield $140000 - $189500
San Diego, CA $154500- $208500
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