Director, AI-Driven Expert Network Operations

Intuit; San Diego (CA); On-site; USD 278,000 - 376,000; Full time

Job summary

Intuit is seeking a Director, Expert Network Operations to own end-to-end planning and workforce operations for Intuit Customer Success. This leader will scale a global organization of 45+ FTE and 50+ CWs across the U.S.

and India, and oversee forecasting, capacity, scheduling, and intraday decisions powered by AI-driven models. You will build a Workforce Management Center of Excellence, align capacity with multi-segment needs, measure impact, and partner with Product, Engineering, Finance, and

Qualifications

• 10+ years in workforce management, capacity planning, operations strategy, or related field.
• Experience leading enterprise-scale service operations across multiple geographies/lines of business.
• Deep expertise running operating cadences for a scaled business unit.
• Proven ability to drive AI-native operating capabilities from ideation to scaling and measurement.

Responsibilities

• Own long-range capacity and annual/quarterly operating plans for a multi-segment, multi-geography expert network.
• Lead the shift from manual WFM to autonomous operations with product/tech partnerships.
• Set forecasting, capacity strategy, and routing decisions balancing customer experience and cost.
• Build and scale a Workforce Management Center of Excellence across one platform and data model.
• Lead a global org across the U.S. and India, developing the analytics/AI fluency of the team.

Skills

Workforce planning

Operations leadership

Forecasting

Data storytelling

Executive communication

Cross-functional collaboration

AI/ML in operations

Change management

Education

Bachelor's degree in analytical/technical field

MBA or quantitative master's preferred

Job description

Intuit is seeking a Director, Expert Network Operations to own end-to-end planning and workforce operations for Intuit Customer Success. This leader will scale a global organization of 45+ FTE and 50+ CWs across the U.S.

and India, and oversee forecasting, capacity, scheduling, and intraday decisions powered by AI-driven models. You will build a Workforce Management Center of Excellence, align capacity with multi-segment needs, measure impact, and partner with Product, Engineering, Finance, and