Director, Partner Service Delivery – Consumer Group

Intuit, Inc.; Atlanta (GA); On-site; USD 197,000 - 340,000; Full time

Job summary

Intuit, Inc. is seeking a Senior Director to build and lead the Partner Service Delivery within the Expert Network Services group. You will own end-to-end partner strategy, governance, and performance outcomes across third-party relationships, coordinating with cross-functional stakeholders and offshore capabilities.

You will lead managers, evolve an AI-enabled operating model, and ensure quality, efficiency, and scale for a 21,000+ expert workforce across multiple partners.

Qualifications

• 10+ years of progressive leadership and operations management in multi-partner or outsourced service delivery
• Proven governance frameworks across multiple third-party relationships
• Experience driving performance through SLA management and data-driven decisions
• Track record of improving KPIs like cycle time, CSAT, and partner quality scores
• Experience standing up or managing service delivery operations and integrations with workflows

Responsibilities

• Own the partner service delivery strategy and operating model across multiple partner channels.
• Govern and manage partner performance with SLAs, KPIs, and governance cadences.
• Scale back-office tax prep capabilities and ensure quality controls and integration points.
• Drive partner integration and workforce alignment across tools, workflows, and training.
• Influence cross-functional leaders including product, legal, operations, and customer experience.
• Lead through peak periods with proactive risk mitigation and rapid escalation management.
• Build leadership depth and succession pipelines to sustain growth.
• Champion AI adoption within the partner ecosystem and collaborate with product/tech teams.

Skills

Leadership

Vendor governance

SLA management

AI adoption

Executive communication

Data-driven decisions

Education

Bachelor's degree

Advanced degree preferred

Tools

Analytics tools

Job description

Intuit's Expert Network is central to how we deliver on our promise to power prosperity for consumers and small businesses. Our Expert Network Services team operates at remarkable scale — enabling $3B in services revenue and supporting approximately 50,000 experts and managers across a large, virtual workforce.

The Consumer Group Services organization is one of the largest portfolios within the Expert Network, now representing ~30% of Consumer Group revenue. As Intuit deepens its reliance on a multi-partner workforce model — spanning domain expertise, virtual concierge, product support, and offshore back-office tax preparation — the Partner Service Delivery function has grown in scope, complexity, and strategic criticality. Managing 21,000+ experts across 10+ third-party partners, this organization is a critical force multiplier for Intuit's AI-driven expert platform and a lever for unlocking efficiency and scale without compromising customer or expert outcomes.

The Role

We are looking for an exceptional Director to build and lead the Partner Service Delivery organization within our Expert Network Services group. This is a senior leadership role created to reflect the growing scale and strategic importance of Intuit's partner ecosystem — you will own the end-to-end partner strategy, governance framework, and performance outcomes across all third-party service delivery relationships.

You will lead a team of managers, partner closely with the Consumer Group segment and cross-functional stakeholders, and play a central role in expanding Intuit's offshore back-office tax preparation capability. This role demands a strategic operator and governance expert — someone who can hold a complex, multi-partner ecosystem to the highest standards of quality and efficiency while building the infrastructure for long-term scale.

Responsibilities

• Own the partner service delivery strategy — Define and execute the multi-partner operating model across domain expertise, virtual concierge, product support, — ensuring each partner channel is optimized for quality, efficiency, and scalability.
• Govern and manage partner performance — Build and run a rigorous partner accountability framework, including SLAs, KPIs, and governance cadences that drive consistent performance across all third-party relationships and hold partners to Intuit's service and quality standards.
• Scale the back-office tax prep model — Lead the expansion of capabilities for back-office tax preparation, designing the operating model, quality controls, and integration points that allow Intuit to unlock efficiency at scale without compromising expert or customer outcomes.
• Drive partner integration and workforce alignment —Ensure third-party partners operate as a cohesive extension of the Expert Network — aligned to Intuit's tools, workflows, training standards, and customer experience expectations across all service lines.
• Influence and align cross-functional leaders — Build strong partnerships with and drive alignment across product, operations, legal, and customer experience teams to ensure partners have the tools and governance support needed to deliver winning outcomes.
• Lead through high-pressure moments — Guide partner organizations through peak-season and time-sensitive periods with confidence, including proactive SLA risk mitigation, rapid escalation management, and sound decision-making under pressure.
• Build leadership depth and organizational continuity — Attract, develop, and retain top partner operations talent; build robust succession pipelines and plan for long-term organizational sustainability as the partner ecosystem expands in scale and geographic complexity.
• Champion AI adoption across the partner ecosystem — Lead the integration of AI-powered tools and workflows into partner service delivery operations — from expert-assist and quality monitoring to back-office automation and workforce planning. Partner with product and technology teams to identify high-impact AI use cases, drive adoption across third-party partners, and build the change management infrastructure needed to transform how a 21,000+ expert workforce operates alongside AI at scale.

Qualifications

• 10+ years of progressive leadership and operations management experience, including leading complex, multi-partner or outsourced service delivery ecosystems
• Demonstrated success building and managing vendor governance frameworks that drive consistent, measurable performance across multiple third-party relationships at scale
• Proven track record of driving business performance through rigorous SLA management, partner accountability frameworks, and data-driven decision-making
• Strong track record in metrics-driven environments with measurable outcomes across KPIs such as cycle time, tNPS, customer satisfaction (SQS), and partner quality scores
• Experience standing up or managing service delivery operations, including quality control design, and integration with workflows
• Proven ability to influence and drive alignment across executive and cross-functional stakeholders including product, legal, operations, and customer experience
• Experience leading organizations through significant change, including operating model transformation, and new partner onboarding at scale
• Demonstrated experience driving AI adoption or human+AI operating model transformation within a service delivery or workforce operations context — including partnering with product and technology teams to evaluate, deploy, and embed AI tools that meaningfully shift how teams work and how performance is measured
• Exceptional communication skills — able to distill complex partner dynamics and present compellingly to senior audiences
• Deep commitment to building diverse, inclusive, and equitable teams
• Bachelor's degree or equivalent; advanced degree preferred

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:

The expected base pay range for this position is:
San Diego $196,500 - $266,000
Mountain View, CA $251,500- $340,000