Expert Network: Program Design & Operations Lead

Intuit; Atlanta (GA); On-site; USD 132,000 - 200,000; Full time

Job summary

Intuit is seeking a Program Design & Operations lead within the Expert Network COE to design and govern operational standards that guide a diverse tax professional workforce. You will own the service delivery framework, ensure quality benchmarks, and manage tax content and knowledge infrastructure to keep experts accurate and confident across all seasons.

The role requires building scalable frameworks, coordinating cross-functional teams, and driving continuous improvement to prevent in-season

Qualifications

• 5–7 years of experience in program management, service delivery operations, content strategy, or related fields.
• Experience designing and governing operational frameworks or standards at scale.
• Familiarity with knowledge management systems, quality assurance frameworks, or content strategy for expert workforces.

Responsibilities

• Design, document, and govern the SD standard work playbook used by Service Delivery teams.
• Own the Quality Review Team framework at the program level and drive calibration.
• Oversee end-to-end tax content strategy and knowledge management infrastructure.
• Coordinate readiness planning across annual peaks with cross-functional teams.
• Partner with Service Recovery to prevent escalations and feed improvements.
• Maintain authoritative documentation and build capability in leaders for sustained excellence.

Skills

Program management

Service delivery

Content strategy

Knowledge management

Quality assurance

Cross-functional collaboration

Job description

Intuit is seeking a Program Design & Operations lead within the Expert Network COE to design and govern operational standards that guide a diverse tax professional workforce. You will own the service delivery framework, ensure quality benchmarks, and manage tax content and knowledge infrastructure to keep experts accurate and confident across all seasons.

The role requires building scalable frameworks, coordinating cross-functional teams, and driving continuous improvement to prevent in-season