Servicing Systems & Platform Manager

Job description

**Overview**

Although traditionally known for tax services, accounting and bookkeeping, Intuit is rapidly expanding its services through which customers obtain and use capital, whether it’s growing and managing their business or navigating personal finance needs.

In the past few years alone, Intuit has launched multiple large scale lending offerings and is uniquely positioned to lead the industry.

Come join the QuickBooks Capital Servicing & Collections team as we continue to build and develop rapidly scaling lending products in the FinTech space.

The Servicing Systems & Platform team is responsible for the core servicing systems, software, and operational capabilities that enable the business to launch, scale, service, and collect on new and existing lending products across Intuit.

In this role, you will be responsible for ensuring our operational infrastructure and systems used by our servicing and collections teams are equipped with the capabilities and tooling needed to assist and delight customers across six lending products, efficiently and compliantly execute our policies and procedures, and manage and reduce losses in our portfolio.

You will help enhance our servicing system of record and other critical operations software (such as our telephonic and SMS systems, CRM, and workflow management tools) used to deliver a best-in-class borrowing experience for our customers.

Key responsibilities include coordinating across teams and vendors to deliver end-to-end implementation of new products, tools, features, and system enhancements, monitoring performance and resolving issues,

The ideal candidate has a strong background in operational planning, a curiosity and passion for building and optimizing interconnected systems, solving for complex issues at large scales, and has a proven track record of working with loan management systems, telephonic and SMS services, and other CRM tools (such as Salesforce or Zendesk) in the fintech space.

**Responsibilities**

+ Collaborate closely across teams including servicing, collections, product, engineering, legal, compliance, external vendors, and other cross-functional teams to identify and define requirements, develop implementation plans, and execute the delivery of business-critical initiatives in our strategic roadmap.
+ Manage day-to-day interactions and performance of external vendors who deliver the software used by our customers, front line agents, back office support, and internal operations teams.
+ Enhance the customer experience and servicing operations by implementing new tools and capabilities, measuring and analyzing post-launch outcomes and business impact against expectations, identifying opportunities for improvement, and leading the cycle of iterative change.
+ Address systemic issues and edge cases across loan products and systems holistically; solving case by case, leveling up the learnings, tracking trends, and recommending improvements to tools, policies and procedures to prevent additional issues.
+ Ensure consistent, reliable delivery of our services and tooling by monitoring service performance, proactively identifying technical issues/gaps, and coordinating resolutions.
+ Ensure compliance with relevant SOX controls, regulations, and company policies related to our lending products by developing and implementing controls best practices and frameworks (e.g., change management and QA programs, control execution policies and procedures, technical documentation for our core systems) to ensure any audits are passed consistently and efficiently.
+ Assist on vendor performance management: track deliverables and timelines, contribute to business reviews, and work on continuous improvement initiatives
+ Prepare and deliver director-level reporting on service/initiative performance, delivery timelines and next steps, issues or gaps needing to be addressed, and remediation plans

**Qualifications**

+ 6+ years of experience in operational design/excellence within fintech, preferably in the installment loan or credit card spaces.
+ Knowledge of lending products and their relevant regulatory requirements, including KYC, TCPA, FDCPA
+ Hands on experience designing and implementing scalable, interconnected operational processes and services in the lending, collections, or customer support fields.
+ Strong cross-functional collaboration and communication skills, particularly in working with Product, Engineering, Legal, Risk, and Compliance partners
+ Analytical mindset with the ability to evaluate trends, surface issues, and drive accountability with dependent teams
+ Strong organizational skills and attention to detail
+ Proficient in Excel/Sheets and capable of compiling/manipulating data in order to zero in on the key details in large datasets **Preferred:**
+ Experience with LoanPro or other similar modular loan management systems
+ Familiarity with implementing or using tools such as Salesforce, Twilio, Livevox, Amazon Connect, Zendesk, Zapier, or similar CRM and telephonic systemsExperience implementing generative or agentic AI solutions
+ Comfortable with SQL and able to write your own queries is a plus

Intuit provides a competitive compensation package with a strong pay for performance rewards approach.

This position will 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 (https://www.intuit.com/careers/benefits/full-time-employees/) ).

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:

Bay Area California: 135,000 - 182,500

**What you'll bring**

**How you will lead**
EOE AA M/F/Vet/Disability.

Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.

Required Skill Profession

Other General