Global AI-Driven WFM Director – Expert Network Ops

Intuit Inc.; San Diego (CA); On-site; USD 278,000 - 376,000; Full time

Job summary

Intuit ICS is seeking a Director, Expert Network Operations to own end-to-end planning and workforce operations for ICS, guiding a global team across the U.S. and India.

You will shape a $1.5B service framework with 40,000+ experts and partner with Product, Engineering, Finance, and Service Delivery to build a Workforce Management Center of Excellence. This role drives the shift from manual processes to autonomous, model-driven decisions, balancing service level, cost, and expert experience

Qualifications

• 10+ years of progressive experience in workforce management, capacity planning, operations strategy, or a related field.
• Experience leading large, global teams in a complex, scaled operating environment.
• Enterprise-scale service operations ownership across geographies and lines of business.

Responsibilities

• Own the full planning stack — long-range capacity, annual and quarterly operating plans, peak/seasonal planning, scheduling, and real-time/intraday management.
• Set forecasting and capacity strategy end to end: demand forecasting, supply modeling, occupancy optimization, routing decisions.
• Lead the shift from manual WFM to autonomous operations with predictive/prescriptive models.
• Own the WFM P&L at ~$1.5B scale, balancing service level, cost, and expert experience.
• Drive growth of Services business leveraging expert operations at optimal cost.
• Run operating cadence — planning cycles, business reviews, and peak readiness with clear risks.
• Build and scale the WFM Center of Excellence with common standards.
• Lead a global org across the U.S. and India, raising analytical and AI fluency.

Skills

Workforce management

Capacity planning

Operations strategy

Advanced modeling

AI-native strategy

Education

Bachelor's degree in analytical or technical discipline

Job description

Intuit ICS is seeking a Director, Expert Network Operations to own end-to-end planning and workforce operations for ICS, guiding a global team across the U.S. and India.

You will shape a $1.5B service framework with 40,000+ experts and partner with Product, Engineering, Finance, and Service Delivery to build a Workforce Management Center of Excellence. This role drives the shift from manual processes to autonomous, model-driven decisions, balancing service level, cost, and expert experience