Senior Manager, Accuracy Guarantee

Company Overview

Job Overview

If you are a highly motivated individual with strong business and individual tax preparation experience, extensive knowledge of tax laws and audit notice resolution this role may be for you! Leveraging the Intuit Value “Customer Obsession,” we need you to help support Intuit TurboTax Accurate Guarantees. You will advance our goal of “Powering Prosperity Around the World” by providing expert guidance and explanations of tax and technical terms to our customers. You will also play a key role in our effort to enhance our brand by delighting our customers and empowering them to prepare their taxes.

Responsibilities

• All responsibilities for an Accurate Guarantee Tax Analyst, SelectTime & FTE

• Review and process analyst recommendations to approve small claims (<$100) under the AG small claim customer satisfaction policy.

• Review and process analyst recommendations to approve claims between $100 and $500 for customer satisfaction or TurboTax error.

• Facilitate approval of claims over $500 through appropriate channels, including assisting with settlement agreements for claims over $10,000.

• Resolve customer escalations with empathy and understanding while upholding the terms of the TurboTax Accurate Guarantees.

• Review claim resolution and customer feedback for accuracy and completeness.

• Work closely with cross-functional teams in software development, proactive saves and tax services to enhance the customer’s experience.

• Review suspected TurboTax calculation errors and route them to the product team for research and potential program updates.

• Prepare and run an annual program that uses multi-domain experts (MDEs) to assist with AG claim review and Tax Accuracy analysis during non-tax busy season times.

• Maintain and update Playbooks for each AG claim type.

• Provide information and documents to Legal upon request.

• Analyze confirmed Tax Accuracy issues and prepare documentation such as tax research and amend instructions for internal and external customers. 

• Assist team with complex tax and program issues.  

Qualifications

• Strong individual tax preparation experience and extensive knowledge of tax laws (6 years in tax, 2 years at Intuit) for clients/customers for compensation, using commercial tax preparation software.

• Strong business tax preparation experience and extensive knowledge of tax laws (3+ years in business tax) with federal and state business tax returns (1065, 1120 and/or 1120-S) for clients/customers for compensation, using commercial tax preparation software.

• Extensive audit experience (3+ years) with IRS and state tax audit or notice resolution.

• At least one year of experience as an Accurate Guarantee Analyst.

• Strong writing skills, ability to interpret technical tax information, and translate the information into easily understandable consumer friendly language.

• Critical thinking, problem solving, research skills and determination.

• Must possess an active credential: EA (Enrolled Agent), CPA (Certified Public Accountant), or practicing attorney (JD) and be able to obtain any related State licenses, certificates, permits or bonds.

• Working knowledge of Circular 230

• Collaborates well with cross-functional teams, while also having an intense sense of ownership and accountability for the work.

• Able to think analytically and identify gaps in existing content and communicate actionable recommendations and suggestions for improvement.

• Ability to follow a playbook and best practices for written content, instructional design, etc.

• Extensive experience with and thorough knowledge of TurboTax Desktop.

• Proficient with technology; solid knowledge of computer operations and software (Google and AI tools)

• Ability to work in a fast-paced environment with minimal supervision.

• Able to effectively prioritize individual and team work to ensure delivery of the highest customer value and communicate status to teams.

• Ability to effectively communicate with higher management

• Leadership skills to include working with small teams

• Prior management experience 

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.