Global Director, Core & Premium Accountant Support

Intuit; Atlanta (GA); On-site; USD 180,000 - 240,000; Full time

Job summary

Intuit is seeking a Group Manager for Core & Premium Accountant Support to lead a global outsourced delivery network and an internal team of QuickBooks experts. This senior leader will reshape the talent footprint, drive credentialing pathways, and ensure high-quality, data-driven service delivery for Accountant Support.

The role emphasizes operational excellence at scale, cross-functional collaboration with Product, Finance, and Workforce Management, and delivering against ambitious

Qualifications

• 15+ years of experience in service delivery, contact center operations, or customer success in a senior people leadership role.

Responsibilities

• Own end-to-end service delivery and KPI performance (customer satisfaction, issue resolution, service quality, handle time, transfer rate) for the Core and Premium Accountant segments across all delivery sites and partners.
• Lead and govern a multi-partner outsourced delivery network, holding partners accountable to performance standards, contractual commitments, and a consistent performance management framework.
• Directly manage an internal team of Intuit-badged experts, owning their performance, development, and integration into the broader delivery model under the appropriate internal policies.
• Transform Accountant Support, evolving the staffing footprint toward credentialed talent markets.
• Drive the elevated-expertise transformation at scale: partner with Learning & Development, Recruiting, and Workforce Management to operationalize new hiring profiles, accelerated onboarding, credentialing pathways, and skills-gap remediation for the existing team.
• Lead data-informed, site-level strategic decisions on footprint, capacity, and talent allocation.
• Manage demand and capacity planning across the network in partnership with Workforce Management, balancing service levels, unit economics, and an evolving talent mix.
• Serve as a senior escalation point for systemic delivery issues, performance interventions, and partner site risks.
• Establish and govern a consistent performance management cadence across all partners and internal teams, ensuring a single standard for coaching, accountability, and underperformer action.
• Partner cross-functionally with Product, Finance, Workforce Management, and Partner Management to align delivery capability with program milestones and isolate initiative-attributable performance gains amid concurrent product changes.
• Develop clear, data-backed business cases to justify investment in credentialed hiring, training, and headcount, connecting service delivery outcomes to partner growth and platform adoption.
• Provide executive-level reporting and thought leadership on the readiness, risks, and trajectory of the support transformation.

Job description

Intuit is seeking a Group Manager for Core & Premium Accountant Support to lead a global outsourced delivery network and an internal team of QuickBooks experts. This senior leader will reshape the talent footprint, drive credentialing pathways, and ensure high-quality, data-driven service delivery for Accountant Support.

The role emphasizes operational excellence at scale, cross-functional collaboration with Product, Finance, and Workforce Management, and delivering against ambitious