Director, Local Service Delivery & AI-Driven Ops

Intuit Inc.; New York (NY); On-site; USD 223,000 - 302,000; Full time

Job summary

Intuit Inc. in New York seeks a Director to build and lead the Local Service Delivery organization within Expert Network Services.

You will scale omni-channel, in-person experiences across flagship retail hubs and local tax offices, directing field managers and partnering with Consumer Group, GTM, marketing, and product teams. You will drive AI-powered workflows, ensure high standards, manage onboarding and scheduling of expert teams, and maintain performance through KPIs while traveling across

Qualifications

• 8–10+ years of progressive operations and field leadership experience.
• Proven success executing physical service or retail network rollouts — opening, closing, and optimizing locations in a fast-paced environment.
• Proven ability to manage and develop frontline and field manager teams, including performance oversight and scheduling across distributed locations.
• Track record of delivering results against operational KPIs such as NPS, conversion rates, expert utilization, and cost-per-engagement.
• Demonstrated experience driving AI adoption or human+AI operating model changes within a service delivery or field operations context.
• Experience working cross-functionally in a matrixed environment — coordinating with, not directing, partners across marketing, product, and talent.
• Strong communicator who can translate field-level complexity into clear updates and recommendations for senior stakeholders.
• Comfortable operating with ambiguity and moving quickly in environments that value speed and iteration.
• Passion for delivering high-quality, people-centered customer experiences through in-person and community-based channels.
• Deep commitment to building inclusive, high-performing teams.
• Willingness to travel extensively across priority markets.
• Bachelor’s degree or equivalent; advanced degree a plus.

Responsibilities

• Execute the phased rollout of flagship retail hubs and expert service centers across the top 10 priority markets, including closing existing storefronts and launching new sites on schedule.
• Operationalize the in-store experience in partnership with product and operations teams — ensuring it is fast, seamless, and instrumented with real-time KPIs that enable continuous improvement.
• Partner with GTM and marketing to ensure storefronts and experts are discoverable locally — both digitally and in-person — capturing the 60%+ of Assisted switchers who rely on local channels.
• Implement and refine a high-touch, multi-site operational model that supports both in-person and virtual service delivery consistently across all markets.

Skills

Field leadership

Multi-site rollout

Performance management

AI adoption

Cross-functional collaboration

Communication

Travel readiness

Education

Bachelor’s degree

Job description

Intuit Inc. in New York seeks a Director to build and lead the Local Service Delivery organization within Expert Network Services.

You will scale omni-channel, in-person experiences across flagship retail hubs and local tax offices, directing field managers and partnering with Consumer Group, GTM, marketing, and product teams. You will drive AI-powered workflows, ensure high standards, manage onboarding and scheduling of expert teams, and maintain performance through KPIs while traveling across