Staff Product Manager, Risk Resolution Experience

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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 wh