Staff Product Manager, Risk Resolution Experience
Product
Mountain View, CA, USA
USD 188,500-255k / year + Equity
Staff Product Manager, Risk Resolution Experience
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
Join our mission
Intuit is a global technology platform that helps our customers and communities overcome their most important financial challenges. We serve over 50 million consumer, small business, and self-employed customers around the world — powering the money movement behind QuickBooks, Mailchimp, and TurboTax.
Overview
When we protect customers from fraud and financial risk, sometimes good customers get caught in the crossfire — a held payment, a paused account, a document request, a verification step. In that moment, the experience we put in front of them determines whether they resolve it in seconds or churn in frustration.
We're hiring a Staff Product Manager to own the customer-facing resolution experience — the front-end flows that guide a customer from "your account is under review" to "you're all set," instantly. This is a deeply customer-obsessed, experience-driven role. Your mission is to design interactions so clear, fast, and reassuring that customers complete the actions needed to resolve risk frictions in real time — turning a scary moment into a moment of trust.
You'll partner intimately with design and UX research to craft world-class flows, and you'll live in the funnel — instrumenting every step, running experiments, listening to customer sentiment and feedback, and relentlessly removing friction until completion rates climb and effort disappears. Where a moment can't be self-served, you'll shape the seamless handoff to human support. Our partners are cross-functional, globally distributed, and technical. Success demands customer obsession, design craft, and analytical rigor in equal measure.
You'll be challenged to think bolder, move faster, and have a bigger impact. Deep partnerships with world-class designers, researchers, engineers, and data scientists make every day a learning experience.
Responsibilities
Own the customer resolution experience end to end — The front-end flows customers use to clear holds, reviews, verifications, document requests, and correspondence across all product offerings, delivering a seamless experience across the ecosystem.
Obsess over the customer — Develop deep empathy through customer feedback, session replays, support insights, and sentiment data; translate what you learn into interactions that feel effortless and human.
Design flows that drive completion — Partner hand-in-hand with UX design and research to craft intuitive, reassuring, high-converting flows — because a resolved friction depends on the customer actually completing the required action, fast.
Live in the funnel — Instrument every step of the resolution journey, analyze where customers drop off, and diagnose the why — then fix it.
Experiment relentlessly — Run A/B tests and rapid iterations on copy, UI, flow, and timing to lift completion rates, reduce time-to-resolution, and improve customer sentiment.
Make resolution instant and AI-native — Self-serve, real-time flows with intelligent guidance — and design graceful handoffs to human support for the rest.
Own the scoreboard — Define, measure, and own success metrics: completion rate, time-to-resolution, funnel conversion, customer effort scores, that ultimately lead to good-customer retention.
Align and deliver — Build strong relationships across design, engineering, research, risk policy, compliance, and operations; ruthlessly prioritize; set timelines; and communicate clearly with teams and leaders across the business.
Qualifications
4+ years designing and delivering world-class customer-facing products and experiences in a Product Management role, including sustained ownership of complex, multi-team initiatives.
Proven track record building front-end / customer-facing flows — you've shipped consumer or SMB experiences and moved metrics like conversion, completion, engagement, and retention.
Deep partnership with UX design and research — you treat design as a co-owner, not a service, and you sweat interaction details, copy, and sentiment.
Strong funnel analysis and experimentation chops — comfortable with analytics, A/B testing, and using data to diagnose drop-off and validate hypotheses
Obsession with customer feedback and sentiment — you actively seek out the customer's voice and let it drive prioritization.
Experience in financial risk, fraud, and the flow of payments and disputes
Experience applying AI and automation to customer experiences to make interactions faster and more intuitive.
Technical fluency to partner effectively with engineering
Deep customer empathy, a design-thinking mindset, strong analytical rigor, and a track record of prioritizing, communicating, and influencing.
Bachelor's degree required; Master's degree or MBA preferred.
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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: $188,500 $255,000
The expected base pay range for this position is:Mountain View $188,500 - $255,000