Director, Partner Service Delivery: Scale & AI Governance

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, 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.