Director, AI-Driven Workforce Management

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

Job summary

Intuit invites applications for a Director of Workforce Management to own end-to-end planning and workforce operations for ICS. You will lead a global team and manage a ~$1.5B service spend, shaping capacity across Small Business and Consumer segments, including peak events.

You will drive AI-native, autonomous forecasting, capacity, scheduling, and intraday decisions, partnering with Product, Engineering, Finance, and Service Delivery to build a WFM Center of Excellence.

Qualifications

• 10+ years in workforce management, capacity planning, or operations strategy.
• Experience leading large, global teams in complex environments.
• Proven ownership of enterprise-scale service operations and budgets.

Responsibilities

• Own end-to-end planning stack: long-range capacity, annual/quarterly plans, scheduling, intraday management.
• Set forecasting and capacity strategy across demand, supply, occupancy, and routing.
• Lead move from manual to autonomous, model-driven planning with Product/Tech partners.
• Own WFM P&L at ~1.5B scale and balance service level with cost.
• Drive growth of services business via optimized operations.
• Run cadence: planning cycles, reviews, peak readiness with clear risk signals.
• Build and scale WFM Center of Excellence across segments.
• Lead global org across US and India and develop team capabilities.
• Partner with Service Delivery, Finance, Product, Engineering, HR to align capacity.

Skills

Workforce management

Capacity planning

Operations strategy

Global teams

Education

Bachelor's degree in analytical/technical discipline

MBA or quantitative master preferred

Job description

Intuit invites applications for a Director of Workforce Management to own end-to-end planning and workforce operations for ICS. You will lead a global team and manage a ~$1.5B service spend, shaping capacity across Small Business and Consumer segments, including peak events.

You will drive AI-native, autonomous forecasting, capacity, scheduling, and intraday decisions, partnering with Product, Engineering, Finance, and Service Delivery to build a WFM Center of Excellence.