Director, Virtual Service Delivery — Consumer Group

Intuit; San Diego (CA); On-site; USD 196,500 - 266,000; Full time

Job summary

Intuit is seeking a Director to lead the Consumer Group Services organization within our Expert Network Services group in San Diego. You will own service delivery strategy, workforce management, and customer-experience outcomes across a large, virtual, seasonal business.

You will lead a team of managers, partner with the Consumer Group segment and cross-functional stakeholders, and shape how Intuit delivers professional tax and financial services at scale.

Qualifications

• 10+ years of progressive leadership and operations management experience.
• Successful track record building and scaling leadership teams.
• Proven ability to drive performance with clear goals and accountability.
• Experience with metrics such as tNPS, contact resolution, cycle time.
• Ability to influence executive and cross-functional stakeholders.
• Experience leading through significant change and rapid growth.
• Excellent communication and leadership development skills.
• Commitment to diverse, inclusive, and equitable teams.

Responsibilities

• Lead and scale operations across a large, virtual workforce for seasonal tax business.
• Set and execute enterprise-scale vision aligning people, processes, and technology.
• Drive customer and expert experience to build loyalty and promoters.
• Influence cross-functional leaders to provide tools and environments for success.
• Lead through peak-season periods with proactive risk mitigation and decision-making.
• Develop leadership depth and succession planning across high-growth lines.
• Drive adoption of new processes and tools at scale.

Skills

Leadership

Customer experience

Communication

Executive collaboration

Change management

Data-driven decisions

Diversity and inclusion

Education

Bachelor's degree or equivalent

Advanced degree preferred

Job description

Intuit is seeking a Director to lead the Consumer Group Services organization within our Expert Network Services group in San Diego. You will own service delivery strategy, workforce management, and customer-experience outcomes across a large, virtual, seasonal business.

You will lead a team of managers, partner with the Consumer Group segment and cross-functional stakeholders, and shape how Intuit delivers professional tax and financial services at scale.