Group Manager, Risk Management/ Risk Customer Contact Operations

Intuits 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: Bachelors 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. The expected base pay range for this position is: