Staff Product Manager, Risk Resolution Experience

About the role

Join our mission at Intuit, a global technology platform that helps 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.

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.

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.

Pay

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 applicable plans and programs.

The expected base pay range for this position is:

• Mountain View: $188,500 – $255,000