Group Manager, Risk Management/ Risk Customer Contact Operations

Intuit's FinTech organization is seeking an exceptional Manager 3 of Risk Operations. This key leadership role is responsible for overseeing financial risk mitigation (fraud/financial crimes) and simultaneously driving world-class quality outcomes within our risk contact center operations. The ideal candidate will expertly balance high-stakes risk decisions with delivering exceptional, quality-driven customer experiences, lead continuous improvement, and foster a strong people-first culture.

The core mission is two-fold: to lead a large organization in making high-stakes financial risk mitigation decisions (compliance, fraud, financial risks) and to define and embed a culture of data-driven quality and coaching excellence across frontline inbound customer contact teams. Success requires inspiring, mentoring, and collaborating with cross-functional partners (Technology, Product, Operations) to ensure maximum operational excellence and KPI achievement.

This is a hybrid role that requires on-site work approximately at least 3-4 days per week to foster collaboration and strong working relationships. Domestic travel may be required up to 10% of the time, especially during the initial onboarding period. Extended hours during peak fraud analysis periods are essential

Responsibilities

• Lead and Develop a Large Organization (100 ): Lead and develop a multi-site organization of risk investigator/contact center team members, fostering a culture of ownership, continuous improvement, customer obsession, and resilience during crisis management.

• Balance high-stakes risk decisions with ensuring exceptional, quality-driven customer experiences. 

• Define and Deploy the Quality Interaction Strategy: Define, deploy, and govern the strategy to drive exceptional customer outcomes which may include integrating AI-based scoring, human audit frameworks, and coaching feedback loops.

• Drive Operational Effectiveness & KPIs: Drive operational effectiveness and KPI achievement (e.g., quality, handle time, service level commitments) through goal definition, continuous process optimization, and corrective action plans that focus on root cause elimination.

• Leverage Data-Driven Insights: Utilize strong analytical acumen to track KPIs, measure program effectiveness, and develop compelling business cases for fraud/risk reduction and operational streamlining.

• Serve as Customer Advocate: Serve as the voice of the customer, advocating for risk and customer experience balance when making high-stakes decisions and resolving customer friction points.

• Collaborate and Influence Strategy: Collaborate and influence senior leadership and cross-functional partners to align strategic vision, navigate conflicting stakeholder interests, and drive organizational direction.

• Build Internal Capability: Build internal capability by driving quality leadership coaching, calibration, and continuous learning.

Qualifications

• Domain Expertise: 7 years of experience in fraud investigations, underwriting, risk operations, or a related field within e-commerce, banking, or financial services, with experience leading a large-scale contact center framework.

• Operational Leadership: 3 years leading teams of 70 (ICs and Managers) to exceed performance goals.

• Quality Management Expertise: Proven experience designing, deploying, and managing operational quality in a large-scale contact center environment.

• Strategic Mindset: Demonstrated strategic thinker, adept at translating complex business objectives into actionable plans with measurable success.

• Decision Making & Judgment: Exercise sound, risk-based judgment and customer-centricity to execute effective solutions in dynamic environments. Requires sophisticated critical thinking, meticulous attention to detail, and robust organizational skills.

• Communication and Influence: Exceptional communication and interpersonal skills, with a proven track record of building strong relationships and influencing decision-making across all organizational levels.

• Data Fluency: Strong analytical acumen and proven ability to leverage data to identify problems, inform strategic decisions, and assess the impact of operational and quality processes.

• Education: Bachelor’s degree in a related field (Accounting, Finance, Data, Criminal Justice, Business Operations, or Quality Management). Lean Six Sigma Black Belt (LSSBB) or equivalent certification 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.