Expert Network Program Design & Operations Lead

Intuit, Inc.; New York (NY); Hybrid; USD 132,000 - 178,000; Full time

Job summary

Intuit, Inc. is seeking a Program Design & Operations lead for the Expert Network within Expert Services. You will design and govern service delivery standards, own tax content and knowledge management, and ensure readiness across seasonal peaks.

You'll work with Service Delivery, Learning & Development, and partners to align frameworks with customer needs. This role rewards rigor, scale, and cross-functional influence, with opportunities to shape how experts serve customers during the busiest

Qualifications

• 5–7 years of experience in program management, service delivery operations, content strategy, or related fields.
• Demonstrated experience designing and governing operational frameworks or standards at scale — with ownership from design through governance.
• Familiarity with knowledge management systems, quality assurance frameworks, or content strategy for expert or advisor workforces a strong plus.

Responsibilities

• Design, document, and govern the SD standard work playbook end-to-end for each peak period.
• Own the Quality Review Team framework at the program level and calibrations.
• Own end-to-end tax content strategy and knowledge management infrastructure.
• Drive readiness planning across three annual peaks with cross-team coordination.
• Partner with Service Recovery to prevent quality and service escalations.
• Maintain authoritative documentation and drive continuous improvement.

Skills

Program management

Service delivery operations

Content strategy

Knowledge management

Operational frameworks

Leadership

Cross-functional collaboration

Job description

Intuit, Inc. is seeking a Program Design & Operations lead for the Expert Network within Expert Services. You will design and govern service delivery standards, own tax content and knowledge management, and ensure readiness across seasonal peaks.

You'll work with Service Delivery, Learning & Development, and partners to align frameworks with customer needs. This role rewards rigor, scale, and cross-functional influence, with opportunities to shape how experts serve customers during the busiest