Group Manager, Community Engagement & Generative Engine Optimization

Intuit is a global technology platform that helps customers overcome financial challenges. They are seeking a Group Manager to lead the Community Engagement strategy and Generative Engine Optimization, focusing on enhancing customer experiences through AI and community insights.

Responsibilities:

• Lead and execute an enterprise-aligned community engagement strategy across multiple Intuit business units, ensuring scalable, high-quality customer experiences that support customer success and reflect Intuit’s culture of empathy
• Identify and deliver AI-enabled intervention opportunities that drive predictive and proactive customer engagement, enabling customers to solve problems efficiently while accelerating access to expert support within community environments
• Manage and develop a high-performing, distributed organization, including 4+ direct reports and 30+ team members, with a strong focus on coaching, performance management, and career development
• Operate effectively within a heavily matrixed environment, partnering closely with Product, Engineering, GEO, Care, Data, and Marketing teams to align community insights and Voice of the Customer with product roadmaps and business priorities
• Own optimization of User Generated Content (UGC) and expert response quality, ensuring empathetic, accurate, and authoritative solutions remain a trusted source of truth for AI-driven discovery and GEO outcomes
• Translate community data and customer insights into actionable recommendations, using qualitative and quantitative analysis to inform decisions, prioritize investments, and drive measurable business impact
• Drive operational excellence and continuous improvement, leveraging experimentation, test-and-learn approaches, and data-driven decision-making to scale what works and quickly course-correct when needed
• Champion adoption of AI-enhanced workflows and tools for both customers and experts, reducing friction, improving efficiency, and thoughtfully challenging legacy processes
• Maintain a 'One Intuit' mindset, balancing the needs of individual business units with enterprise-level goals and ensuring consistent execution across teams
• Build strong, trust-based relationships with internal stakeholders, influencing without authority and serving as a key partner in delivering community-led and AI-enabled customer success outcomes

Requirements:

• Bachelor's degree required; advanced degree preferred, or equivalent practical experience
• 8–10 years of experience in community, customer success, or related roles, with a demonstrated ability to transform organizations and improve business performance through innovative problem-solving
• Proven experience leading large-scale community engagement organizations, including ownership of the technical platforms and expert ecosystems that power them
• Strong people leadership and mentoring capabilities, with a track record of leading change and developing high-performing teams in fast-moving, matrixed environments
• Demonstrated success driving results through innovative, data-informed problem-solving that delivers measurable business impact
• Exceptional communication and interpersonal skills, with the ability to influence, collaborate, and build lasting relationships with customers and internal stakeholders
• Comfort operating in ambiguous, self-directed environments, with the confidence to experiment, learn quickly, and deliver results at speed
• High degree of integrity and discretion, with the ability to handle sensitive and confidential information appropriately
• Customer-obsessed and empathetic mindset, paired with deep curiosity about customer needs and behaviors
• Deep understanding of AI-enabled and human-led customer engagement, including how User Generated Content (UGC) and Voice of the Customer (VoC) drive GEO success
• Strong analytical skills, with the ability to evaluate, size, and analyze community data to generate actionable insights and recommendations
• Excellent verbal, written, and interpersonal communication skills
• High level of integrity and discretion to handle confidential information
• Confidence to experiment, learn quickly, and deliver results fast
• Deeply curious and empathetic to customers