Customer Service Management Jobs at Intuit with Visa Sponsorship

Overview

Role Details: This is a Hybrid role requiring 3 days in the office per week. The ability to work Saturdays and some holidays is required.

Intuit’s Global Business Solutions Group (GBSG) is dedicated to delivering tools and services that significantly enhance a Small Business' ability to manage their cash flow. The Fintech Risk Operations team protects our small business customers and Intuit from financial losses, fraud, and compliance risk.

We're seeking a highly motivated and detail-oriented Manager 1, who is passionate about coaching and developing people. You will lead a team of personnel who investigate and adjudicate risk across multiple workflows—including, but not limited to, Identity Verification (IDV), Initial Underwriting (IUW), Transactional Fraud Monitoring, and Chargeback processing.

The ideal candidate must have a track record of coaching team members leading to increased performance, strong problem-solving and decision-making abilities, and the ability to lead in a dynamic and evolving landscape. Your team members will receive cross-training and assignments across various workflows to support business needs while rapidly expanding their skills and competencies. This role requires direct customer interaction via phone and email to resolve complex customer issues.

Responsibilities

• Team Leadership & Performance Coaching:
• Lead, mentor, and inspire a team of risk operations analysts, serving as a multi-domain subject matter expert (e.g., Fraud, IDV, KYC/KYB) to foster a high-performance culture defined by precision, critical thinking, and ownership.
• Actively develop this expertise in your team by translating business goals into individual performance objectives.

• Deliver consistent, actionable coaching through regular 1:1s, live case reviews, and quality assurance (QA) analysis, specifically targeting the enhancement of analytical rigor, investigative accuracy, and sound, data-driven risk decisions.

• Operational Excellence & Proactive Risk Management:

• Drive team performance to exceed core operational KPIs (e.g., alert review SLAs, decision quality, false positive rates).
• Ensure meticulous documentation and adherence to all Standard Operating Procedures (SOPs) through a robust Quality Assurance (QA) program.
• Utilize performance and QA data as a primary coaching tool to identify knowledge gaps and guide targeted performance improvements.

• Empower your team to act as a critical control point, leading them in proactively identifying, assessing, and documenting operational and financial risks in new product features, system changes, and policies, ensuring robust mitigation strategies are in place prior to launch.

• Change Leadership & Adaptability:

• Act as a visible change champion, translating strategic shifts (e.g., new risk models, policy changes, organizational structures) into a clear "why" for your team.
• Proactively coach your team for resilience and adaptability, identifying and developing the skills needed to succeed in a constantly evolving fintech environment.
• Proactively monitor regulatory changes and emerging industry risk trends, translating them into actionable updates for your team's playbooks and controls.
• Lead readiness initiatives by mobilizing talent, defining new operational playbooks, and partnering across the organization to ensure system and tool readiness.

Qualifications

• Proven People Leadership: 3+ years of formal people leadership experience, with a demonstrated track record of coaching and developing high-performing operational teams (e.g., Risk, Fraud, Compliance, Trust & Safety).
• High-Performance Coaching: A true "player-coach" mindset with a passion for talent development. You must have proven success in building and scaling teams by setting clear expectations, delivering actionable feedback, and fostering a culture of accountability and empowerment.
• Resilience & Change Management: Demonstrated ability to lead a team through high-pressure, ambiguous, or rapidly changing environments. You are a source of stability and focus, capable of guiding your team through complex organizational and procedural changes.
• Deep Domain Knowledge: 5+ years of hands-on experience in a high-growth risk operations environment (e.g., fintech, payment processing, banking, or credit). Specific expertise in small business (SMB) or B2B risk is strongly preferred.
• Operational Excellence: A strong "bias for action" coupled with a deep understanding of operational management. You must have experience being directly responsible for team performance against critical KPIs (e.g., SLAs, quality, productivity) and implementing smart, data-driven plans to drive results.
• Compliance & Controls Mindset: Proven ability to drive a culture of compliance, not just adherence. Experience in managing operations governed by strict regulatory requirements, internal policies, and SOPs (e.g., BSA/AML, KYC/KYB, Reg E).
• Technical Aptitude: High degree of comfort and fluency with modern operational tools. This includes experience with case management systems, data visualization tools (e.g., Looker, Tableau), and the ability to quickly master new proprietary systems.
• Data-Driven Decision Making: Highly analytical with a process excellence (e.g., Six Sigma, Lean) mindset. You must be able to move beyond what happened and use data to identify the root cause of problems, measure performance, and build a business case for change.
• Strategic Communication & Influence: Excellent verbal and written communication skills. You must be able to use data to tell a compelling story to motivate your team, report on performance, and effectively influence partners and leaders in a matrixed environment (especially in Product, Engineering, and Compliance).
• Bachelor's degree in Management, Finance, Risk Management, or a related field.
• Professional certifications such as CFE (Certified Fraud Examiner) or ACAMS (Association of Certified Anti-Money Laundering Specialists) is preferred.

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 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: