Expert Network Program Design & Operations Lead

Intuit Inc.; United States; On-site; USD 125,000 - 190,000; Full time

Benefits offered by this job

Cash bonus potential

Equity rewards

Benefits

Job summary

Intuit Inc. is seeking a Program Design & Operations lead for the Expert Network COE. You will design and govern service-delivery standards, own tax content and knowledge management, and drive cross-season readiness across multiple teams and peak periods.

You will lead a diverse, high-impact function that shapes how experts deliver tax experiences for customers, with a pay-for-performance compensation approach and opportunities for equity rewards.

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 — 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 Service Delivery standard work playbook for each season.
• Own the Quality Review Team framework at the program level and drive calibration and data-driven improvement.
• Oversee end-to-end tax content strategy and the knowledge management infrastructure.
• Drive cross-season readiness planning with Service Delivery, Learning & Development, and partner teams.
• Partner with Service Recovery to prevent quality and service escalations.
• Maintain authoritative documentation for all Program Design workstreams and drive continuous improvement.

Skills

Program management

Service delivery

Content strategy

Knowledge management

Quality framework

Leadership

Cross-functional collaboration

Continuous improvement

Tools

Knowledge management systems

Quality assurance frameworks

Content management tools

Job description

Intuit Inc. is seeking a Program Design & Operations lead for the Expert Network COE. You will design and govern service-delivery standards, own tax content and knowledge management, and drive cross-season readiness across multiple teams and peak periods.

You will lead a diverse, high-impact function that shapes how experts deliver tax experiences for customers, with a pay-for-performance compensation approach and opportunities for equity rewards.