Director, Expert Network - 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

Overview

Intuit is the global financial technology platform that powers prosperity for over 100 million consumers and businesses across TurboTax, Credit Karma, QuickBooks, and Mailchimp. Behind that promise sits Intuit Customer Success (ICS) — the organization that connects tens of thousands of experts to customers at the moments that matter most.

Overview

Intuit is the global financial technology platform that powers prosperity for over 100 million consumers and businesses across TurboTax, Credit Karma, QuickBooks, and Mailchimp. Behind that promise sits Intuit Customer Success (ICS) — the organization that connects tens of thousands of experts to customers at the moments that matter most. We are looking for a Director of Workforce Management to own end‑to‑end planning and workforce operations for ICS. This leader is accountable for turning ~$1.5B in annual service spend and a network of 40,000+ experts into the right capacity, in the right place, at the right time — across both our Small Business (GBSG) and Consumer segments, and across peak events that can double service demand in a single day. This is not a traditional staffing role. We are rebuilding WFM as an AI-native, autonomous operating capability: forecasting, capacity, scheduling, and intraday decisions increasingly driven by models rather than manual effort. You will lead a global organization of 45+ FTE and 50+ CWs across the U.S. and India — including data scientists and business analysts— and partner across Product, Engineering, Finance, and Service Delivery to build a Workforce Management Center of Excellence for the enterprise. You will report to the VP, Expert Network Operations and be a member of the ICs operations leadership team.

Responsibilities

• Own the full planning stack — long-range capacity, annual and quarterly operating plans, peak/seasonal planning, scheduling, and real-time/intraday management — for a multi-segment, multi-geography expert network.


• Set the forecasting and capacity strategy end to end: demand and volume forecasting, supply modeling, occupancy and shrinkage optimization, and routing decisions that balance customer experience against cost.


• Lead the shift from manual WFM to autonomous operations — partnering with Product and Technology to embed predictive and prescriptive models into the planning and intraday decision loop, and to instrument the outcomes those models drive.


• Own the WFM P&L lens at ~$1.5B scale: quantify trade-offs between service level, cost, and expert experience, and translate them into decisions leadership can act on.


• Drive the growth of Services business for Intuit through leveraging the expert operations at the optimal cost structure.


• Run the operating cadence — planning cycles, business reviews, and peak readiness — with clear risks, dependencies, and outcomes surfaced to VP/SVP stakeholders.


• Build and scale the WFM Center of Excellence: consolidate fragmented planning and operations into one platform, one data model, and one set of standards across segments.


• Lead, grow, and develop a global org across the U.S. and India, including an India-based command center; build the bench and raise the analytical and AI fluency of the team.


• Partner cross-functionally with Service Delivery, Finance, Product, Engineering, and HR to align capacity plans to business goals and to remove friction between highly technical and operational teams.

Qualifications

Planning and operations leadership at scale

• 10+ years of progressive experience in workforce management, capacity planning, operations strategy, or a related field, including experience leading large, global teams in a complex, scaled operating environment.


• Demonstrated ownership of enterprise-scale service operations — ideally $1B+ in spend and/or thousands of frontline experts — across multiple geographies and lines of business.


• Deep expertise running operating cadences (planning cycles, business reviews, peak readiness) for a scaled business unit.

Advanced quantitative and modeling capability

• Fluency in applying advanced scientific and statistical methods — forecasting, predictive and prescriptive modeling, optimization — to enable data-backed decisions at scale, and the judgment to know which method fits which problem.


• Track record of moving operations from manual, reactive execution toward model-driven, autonomous decisioning — and of measurably improving forecast accuracy, occupancy, and routing outcomes.


• Ability to set the technical direction for a WFM data and modeling stack and to hold a team accountable to it, without needing to build every model yourself.

AI-native strategy and measurement

• Proven ability to drive strategy, execution, and insight for AI-native operating capabilities across their full lifecycle — ideation, discovery, experimentation, and scaling — rather than treating AI as a bolt-on.


• Rigor in measurement and experiment design: defining the metrics that prove whether a capability is working, and designing the tests that isolate its impact.


• Strong partnership instincts with Product and Engineering to co-create and scale these capabilities, including shaping how humans and models share the decision.

Strategic thinking, systems thinking, and influence

• Strong strategic and systems thinking — the ability to see how forecasting, scheduling, routing, cost, and customer experience interact, and to solve the whole system rather than a local symptom.


• Executive presence and the ability to influence VP/SVP-level decisions through clear, credible data storytelling — distilling complex data into a small number of decisions leadership can make.


• Ability to build trust, challenge courageously, and drive alignment across functions with competing priorities.

People and change leadership

• A builder of teams and capabilities: you have led, developed, and grown managers and individual contributors, and raised the analytical and AI fluency of an organization.


• Skill in leading organizational change — formulating a clear change plan, communicating with impact, and bringing an operations community along through transformation.

Education

• Bachelor's degree in an analytical or technical discipline required; advanced degree (MBA or quantitative master's) preferred.

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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 $278,000 - $376,000