Expert Network Program Design & Operations Lead

Intuit; Mountain View (CA); On-site; USD 148,000 - 200,000; Full time

Job summary

Intuit is seeking an experienced Program Design & Operations lead within the Expert Network COE to design and govern service delivery standards and tax knowledge infrastructure. You will own end-to-end frameworks across seasons, drive quality calibration, and coordinate with cross-functional teams to ensure scalable, repeatable processes that empower experts serving customers.

The role emphasizes continuous improvement, clear documentation, and collaboration with L&D, service delivery, and

Qualifications

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

Responsibilities

• Design, document, and govern the SD standard work playbook end-to-end for seasonal peaks.
• Own the Quality Review Team framework at the program level and drive calibration cycles.
• Own end-to-end tax content strategy and knowledge management infrastructure.
• Drive readiness planning across three annual peaks with cross-functional partners.
• Partner with Service Recovery teams to address quality and experience signals.
• Maintain authoritative documentation for all Program Design workstreams and drive continuous improvement.

Skills

Program management

Service delivery

Content strategy

Knowledge management

Quality assurance

Cross-functional collaboration

Leadership

Education

Relevant domains in related fields

Job description

Intuit is seeking an experienced Program Design & Operations lead within the Expert Network COE to design and govern service delivery standards and tax knowledge infrastructure. You will own end-to-end frameworks across seasons, drive quality calibration, and coordinate with cross-functional teams to ensure scalable, repeatable processes that empower experts serving customers.

The role emphasizes continuous improvement, clear documentation, and collaboration with L&D, service delivery, and