Consumer Group Expert Services Operations - Business Line Strategy

Intuit Inc.; San Diego (CA); On-site; USD 138,000 - 186,000; Full time

Benefits offered by this job

Cash bonus

Equity rewards

Comprehensive benefits

Job summary

Intuit Inc. is seeking a seasoned COE Strategy Lead to manage cross-domain business line strategy for TurboTax. You will align diverse customer calendars, regulatory frameworks, and expert readiness while maintaining design ownership with Service Delivery leadership.

You will translate stakeholder input into actionable strategy, translate it into COE standards, and drive measurable business impact across multiple segments including Retail/Local and emerging lines.

Qualifications

• 5-7 years in customer experience strategy or service delivery operations.
• Experience spanning multiple business lines with coherent strategy.
• Familiarity with expert/advisor workforce models and delivery design is a plus.

Responsibilities

• Define cross-domain COE strategy across TurboTax business lines and align with customer calendars and regulatory needs.
• Serve as primary COE contact for Group Managers; translate input into executable strategic direction.
• Document COE standards; ensure they are grounded in operational realities and executable.
• Craft narratives connecting COE strategy to business outcomes and expert improvements across leaders.
• Lead COE strategy for Retail/Local and emerging segments with distinct requirements.
• Monitor performance signals and refine strategy to prevent execution risks.

Skills

Customer experience strategy

Service delivery operations

Program management

Cross-BL coordination

Stakeholder management

Strategic thinking

Education

Tax or financial services background

Job description

Responsibilities

• Cross-Domain Business Line Strategy - Hold the cross-domain strategic view across all TurboTax business lines. Define how COE strategy connects to each BL's unique customer calendar, delivery model, regulatory environment, and expert readiness requirements. Ensure consistency across segments while honoring what makes each distinct.

• Business Line Coordination & Partnership - Serve as the primary COE contact for Group Managers across your assigned business lines. Build trusted relationships that enable Group Managers to provide meaningful strategy input while COE retains design ownership. Translate stakeholder perspectives into actionable strategic direction.

• Translate Strategy to Expert Standards - Develop and document COE strategy that defines how experts across each business line should deliver for customers. Ensure standards are clear, grounded in operational reality, and executable within Service Delivery's structure.

• Drive Action Through Storytelling - Craft compelling narratives connecting COE strategy to business outcomes and expert experience improvements across all Service Delivery leaders. Communicate actionable recommendations in ways that drive alignment - not just awareness. Use BL performance data, VOC, and expert feedback to make the case.

• Champion Emerging & High-Complexity Business Lines - Lead COE strategy development for Retail/Local and other emerging segments where no prior playbook exists. For PTG, CreditKarma, and Canada, ensure COE strategy accounts for distinct regulatory, delivery model, and expert profile requirements.

• Monitor BL Performance & Adapt Strategy - Stay close to customer and expert signals across all assigned business lines. Use listening post data to continuously refine strategy. Surface emerging trends, risks, and gaps before they become execution problems for Service Delivery.

Qualifications

Experience & Industry Expertise

• 5-7 years of experience in customer experience strategy, service delivery operations, program management, or related fields; direct experience in tax, financial services, or multi-segment consumer services strongly preferred.

• Demonstrated experience working across multiple business lines or customer segments simultaneously - synthesizing divergent needs into coherent, executable strategy.

• Familiarity with expert or advisor workforce models, delivery model design, or multi-BL coordination a strong plus.

Educational Background

• We value knowledge and skills built through experience. Whether your background comes from formal education, industry certifications, professional development, or years of doing the work, what matters is the expertise you bring. Relevant domains include tax or financial services, multi-segment business strategy, customer experience strategy, or business line management. Direct experience in tax, accounting, or financial services is particularly relevant to this role.

Customer-Centered Mindset

• Deep commitment to understanding expert and customer needs as the foundation for every strategic decision. Proven ability to synthesize quantitative and qualitative data from listening posts - VOC, BL performance data, M3 input - into insights that drive action.

Strategic Thinking & Business Problem Solving

• Translates multi-BL business strategy into well-defined programmatic COE standards. Brings an outside-in perspective; benchmarks across BL segments and delivery models. Comfortable building strategy where no prior playbook exists.

• Ramps quickly in new BL domains. Simplifies complex, multi-segment strategy problems and develops actionable recommendations. Shapes COE's strategic posture toward new and emerging business models (Retail/Local).

Connect Strategy with Execution

• Links cross-BL strategic priorities to standards that Service Delivery can execute. Identifies data-driven trade-offs and flags where BL complexity creates execution risk before it becomes an in-season problem.

Leadership & Collaboration

• Strong track record of building trusted relationships and influencing without authority across Group Managers, all Service Delivery leadership, product teams, and COE leadership. Outstanding verbal, written, and presentation skills. Comfortable in high-stakes alignment conversations across divergent stakeholder groups.

Execution Orientation

• Proven ability to manage multiple workstreams in a fast-paced, seasonal environment, delivering measurable business impact. Proactive in anticipating dependencies, risks, and resource gaps, working swiftly to resolve them.

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:
San Diego $137,500 - $186,000
Mountain View, CA $147,500- $199,500
New York $131,500- $178,000