Business Operations Manager, Loan Servicing — P2
Lending Operations & Partnerships | Intuit
Overview
We're looking for a Business Operations Manager to own the back office servicing operations that keep our lending products running reliably for hundreds of thousands of small business customers. This role sits at the intersection of financial operations, customer escalation management, and AI-powered process transformation — and is central to how we scale servicing quality as our product portfolio grows.
You'll manage the day-to-day execution of critical back office functions including fraud claims intake, manual payment processing, and issue escalation resolution, while also driving the data analysis and process improvement work that reduces manual effort over time. The ideal candidate brings deep loan servicing expertise, strong analytical instincts, and a genuine enthusiasm for using AI tools to work smarter.
Why This Role Matters
Our team manages the post-acceptance experience for 300k+ customers across 6 lending products. Back office operations are the safety net — when something goes wrong for a customer, this team makes it right. As we scale into new products and markets, the person in this role will help us do that without proportionally scaling manual effort, by embedding AI and better data into how we work.
Responsibilities
What You'll Do
Back Office Operations
Own end-to-end execution of fraud claims intake — triaging inbound claims, coordinating with internal teams, and ensuring timely resolution within SLA
Manage manual payment processing workflows, including exception handling, reconciliation, and escalation to finance and engineering teams
Serve as the primary escalation point for complex servicing issues that cannot be resolved at the front line — owning resolution from intake to close
Maintain accurate documentation of processes, exceptions, and outcomes to support audit readiness and compliance requirements
Partner closely with leadership to ensure back office operations are aligned with investor, bank partner, and regulatory obligations
Process Improvement & AI
Identify manual, repetitive workflows that are candidates for automation or AI-assisted handling, and build the business case for investment
Use data analysis to surface trends in fraud claims, payment exceptions, and escalations — translating patterns into actionable recommendations for product and engineering teams
Build and maintain dashboards and reporting that give leadership real-time visibility into back office volume, resolution rates, and SLA performance
Partner with the AI/platform team to pilot and scale AI-powered tools within servicing operations, serving as the operational owner for new capabilities as they roll out
Drive continuous improvement in back office workflows, with a goal of meaningfully reducing manual touchpoints quarter over quarter
Cross-Functional Partnership
Act as the operational voice of back office servicing in cross-functional conversations with product, engineering, compliance, and finance
Coordinate with BPO partners on back office processes, ensuring quality standards are met and issues are escalated appropriately
Support new product launches by defining back office operational requirements and readiness criteria before go-live
Qualifications
What We're Looking For
4–6 years of experience in loan servicing, financial operations, or a related back office function — ideally in a high-volume consumer or SMB lending environment
Demonstrated experience managing fraud claims, payment exception workflows, or customer escalation processes end to end
Strong data analysis skills — comfortable building reports, analyzing trends, and presenting findings to leadership without needing significant support
Hands-on experience with or strong curiosity about AI tools and automation — you don't need to be an engineer, but you should be the person on the team who wants to figure out how AI can reduce manual work
Proficiency with tools like Excel, Google Sheets, Salesforce, or LoanPro (or similar loan management systems)
Excellent written and verbal communication — able to document complex processes clearly and communicate escalations with the right level of urgency and precision
High ownership mindset — you follow through without being asked twice, and you escalate early when something is at risk
Experience working in or alongside BPO environments is a plus
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. The expected base pay range for this position is: