Director, AI-Driven Expert Network Services

Intuit; San Diego (CA); On-site; USD 197,000 - 266,000; Full time

Job summary

Intuit is seeking a Director to lead the Consumer Group Services organization within our Expert Network Services group. This senior leadership role owns service delivery strategy, expert workforce management, and customer experience outcomes across a large, virtual, and rapidly scaling business.

You will lead managers, partner with Consumer Group segments and cross-functional stakeholders, shaping how Intuit delivers professional tax and financial services at scale.

Qualifications

• 10+ years leading large, virtual, distributed orgs.
• Proven track record delivering stellar customer experiences
• Data-driven decision-making and goal setting
• Experience driving metrics like KPIs, cycle time, and resolution rates
• Influence across executives and cross-functional teams
• Experience guiding change and tech adoption in growing orgs

Responsibilities

• Lead and scale operations for a large, virtual workforce across peak and off-peak periods.
• Define and drive enterprise-scale strategy aligned with business goals.
• Enhance customer and expert experience to inspire loyalty and advocacy.
• Align product, operations, legal, and CX teams to provide tools for success.
• Navigate high-pressure periods with proactive risk mitigation and decisions.

Skills

Leadership

Operations management

Strategy development

People development

Cross-functional leadership

Executive communication

Education

Bachelor's degree

Advanced degree preferred

Job description

Intuit is seeking a Director to lead the Consumer Group Services organization within our Expert Network Services group. This senior leadership role owns service delivery strategy, expert workforce management, and customer experience outcomes across a large, virtual, and rapidly scaling business.

You will lead managers, partner with Consumer Group segments and cross-functional stakeholders, shaping how Intuit delivers professional tax and financial services at scale.