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

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. We manage approximately 28,000 employees at peak — including 550+ managers — delivering TurboTax Live Core, Full Service, Canada, and Business Tax. These are not just operational programs; they are central to Intuit's evolution into an AI‑driven expert platform.

The Role

We are looking for an exceptional Director to lead the Consumer Group Services organization within our Expert Network Services group. This is a senior leadership role with significant enterprise scope — you will own service delivery strategy, expert workforce management, and customer experience outcomes across a large, virtual, and rapidly scaling business. You will lead a team of managers, partner closely with the Consumer Group segment and cross‑functional stakeholders, and play a key role in shaping how Intuit delivers professional tax and financial services at scale. This role demands an operator, a people developer, and a strategic thinker — someone equally comfortable in a leadership team boardroom and in the details of peak‑season execution.

Responsibilities

• Lead and scale operations — design and evolve scalable infrastructure, delivery models, and operating frameworks that support a large, complex workforce — built to flex up and down efficiently with the cyclical demands of a seasonal tax business.
• Set and execute long‑term vision — define and drive enterprise‑scale strategy across a virtual, distributed workforce, aligning people, processes, and technology to deliver measurable business outcomes.
• Drive customer and expert experience — champion an environment obsessed with delivering industry‑leading experiences at mass scale that build loyalty, resolve issues effectively, and turn both customers and experts into promoters.
• Influence and align cross‑functional leaders — build strong partnerships with and drive alignment across product, operations, legal, and customer experience teams to ensure experts have the tools and environments needed to deliver winning outcomes.
• Lead through high‑pressure moments — guide large teams through peak‑season and time‑sensitive periods with confidence, including proactive risk mitigation and rapid, sound decision‑making.
• Build leadership depth and organizational continuity — attract, develop, and retain top senior talent; build robust succession pipelines and plan for long‑term organizational sustainability across high‑growth business lines.
• Drive change adoption at scale — lead the implementation of new processes, tools, and structures across large employee populations, ensuring measurable adoption and outcomes.

Qualifications

• 10+ years of progressive leadership and operations management experience, including leading large, complex, and virtually dispersed organizations.
• Demonstrated success building and scaling leadership teams that deliver exceptional customer experiences.
• Proven track record of driving business performance through clear goal‑setting, rigorous accountability frameworks, and data‑driven decision‑making.
• Strong track record in metrics‑driven environments with measurable outcomes across KPIs such as tNPS, contact resolution, same‑day completion rates, and cycle time.
• Proven ability to influence and drive alignment across executive and cross‑functional stakeholders.
• Experience leading organizations through significant change, including technology adoption, operating model transformation, or rapid growth.
• Exceptional communication skills — able to distill complex issues and present compellingly to senior audiences.
• Deep commitment to building diverse, inclusive, and equitable teams.
• Bachelor's degree or equivalent; advanced degree preferred.

Compensation

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position will be eligible for a cash bonus, equity rewards, and benefits, in accordance with our applicable plans and programs. 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.

Base Pay Range

San Diego: $196,500 – $266,000