Consumer Group Community Engagement Leader

Community Engagement Manager

Intuit is a global technology platform that helps our customers and communities overcome their most important financial challenges. We help give over 50 million consumers, small businesses, and self-employed customers around the world the opportunity to prosper.

The Modern Operations team is seeking a collaborative and customer-obsessed leader to join our Consumer Group Community Team as the Community Engagement Manager. In this role, you will lead community engagement programs while providing guidance and performance management to our seasonal team of US and Canada Community Engagement Specialists, ensuring customers receive answers for their tax, personal finance, and product questions.

The Consumer Group Community Engagement Team supports Intuit's brand presence and voice in our online TurboTax and Accountants communities by monitoring the daily activity of all contributors and ensuring they receive the care they need. The team actively engages with community contributors and domain experts and is responsible for building and maintaining relationships to keep all channels thriving. The team runs numerous programs and initiatives designed to increase community participation, customer satisfaction, and trust. In addition to being brand ambassadors for the community channel, the Engagement Team also supports internal employees by delivering data and insights to stakeholders and guiding employee participation within the community.

Responsibilities

• Manage the overall quality of community engagement and cultivate Intuit's presence within our communities
• Lead within a fast paced, constantly changing environment while fostering high performance, continuous improvement, and seasonal team development through one-on-ones, operational meetings, and ongoing coaching and mentoring
• Guide the execution of projects that drive community engagement, such as virtual events, seasonal campaigns, gamification initiatives, and top contributor outreach
• Translate Voice of the Customer feedback into tangible insights to impact the business, surfacing findings on Intuit products to internal stakeholders
• Leverage data to analyze community performance, while measuring progress toward goals
• Synthesize and communicate key information between the team and internal stakeholders
• Drive customer satisfaction and community growth through proactive programs and cross-functional collaboration
• Engage with external and internal customers through authentic, natural written communication
• Support the team by exercising good judgment and critical thinking to protect the reputation of the brand and to resolve customer issues
• Execute response plans on sensitive, controversial topics
• Champion adoption of AI-enhanced workflows to reduce friction and improve process efficiency
• Review and complete administrative tasks such as payroll and schedules in a timely manner

Qualifications

• Bachelor's degree required in communications, business, marketing, sociology, or related field
• Experience directly managing seasonal employees or contract workers
• Understanding of how to lead a customer facing team, while coaching to success
• Passion for online communities, forums, and social media, personally or professionally
• Experience interacting with influential users in online communities or other social media platforms (such as X, Facebook, Reddit, etc)
• Understanding of online community principles and how to engage with a broad user base
• Ability to quickly and creatively adapt to changing situations, while proactively developing solutions
• Strong initiative with analytical, problem solving and troubleshooting abilities
• Ability to effectively communicate with individuals possessing diverse knowledge levels and personalities
• Demonstrated business acumen
• Exceptional written and verbal communication skills and reading comprehension
• Knowledge of the tax and/or personal finance industry a plus