Director, Partner Service Delivery – Consumer Group

Intuit; San Diego (CA); In loco; USD 196.500 - 266.000; Tempo pieno

Descrizione del lavoro

Intuit is seeking a Director to build and lead the Partner Service Delivery organization within the Expert Network Services group in San Diego. You will own end-to-end partner strategy, governance, and performance across all third-party relationships, leading a team of managers and collaborating with product, operations, legal and customer experience.

You will scale AI-powered workflows and offshore back-office capabilities while maintaining high standards of quality and efficiency, driving

Competenze

• Experience leading multi-partner service delivery ecosystems.
• Proven vendor governance across third-party relationships.
• Data-driven decision-making with KPI tracking.
• Experience with SLA management and partner accountability.
• Effective cross-functional stakeholder influence.
• AI adoption or human+AI operating models.

Mansioni

• Own the partner service delivery strategy across multi-partner channels.
• Govern and manage partner performance with SLAs and KPIs.
• Scale back-office tax prep capabilities and integration.
• Drive partner integration and workforce alignment with Intuit tools.
• Align cross-functional leaders to enable governance and outcomes.
• Lead through peak-season with risk mitigation and escalation.
• Build leadership depth and succession planning for scale.
• Champion AI integration across partner operations.

Conoscenze

Leadership

Vendor governance

SLA management

Data-driven decisions

Cross-functional collaboration

AI adoption experience

Change management

Executive communication

Formazione

Bachelor's degree

Advanced degree preferred

Descrizione del lavoro

Overview

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 senior leadership role reflects 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. Pay 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 $196,500 - $266,000.