Global AI-First Tech Care Delivery Lead

Intuit; Mountain View (CA); On-site; USD 250,000 - 350,000; Full time

Job summary

Intuit is seeking a bold, high-impact technology leader to reinvent how we deliver employee technology care at global scale. You will own end-to-end support for 50,000+ Intuit workers worldwide, spanning Global IT Care, executive support, onboarding, asset lifecycle, and more.

This is a strategic, AI-first transformation role that will redefine operations and the employee experience. Lead a cross-functional team across Tech, P&P, and Finance, launch unified AI-powered self-service, and scale

Responsibilities

• AI-enabled Self-Help Deflection (Help@Intuit)
• Launch and scale Help@Intuit as the unified AI support front door across Tech, P&P, and Finance
• Shift from human-assisted support to AI-first self-service as the primary channel
• Deliver seamless omnichannel support with a known employee journey from self-service to human assistance
• Introduce and operationalize Employee Effort Score (EES) as a core quality metric alongside tNPS
• Target: 75%+ Tier 1 contact deflection; 80%+ AI self-service first contact by Q3; tNPS 93%+

Job description

Intuit is seeking a bold, high-impact technology leader to reinvent how we deliver employee technology care at global scale. You will own end-to-end support for 50,000+ Intuit workers worldwide, spanning Global IT Care, executive support, onboarding, asset lifecycle, and more.

This is a strategic, AI-first transformation role that will redefine operations and the employee experience. Lead a cross-functional team across Tech, P&P, and Finance, launch unified AI-powered self-service, and scale