Head of Operational Capability Platforms

Intuit; San Diego (CA); On-site; USD 190,000 - 257,000; Full time

Job summary

Intuit is seeking a Group Manager for Expert Network Operations Excellence in San Diego. You will own the operational capability stack, driving workforce management, routing, and real-time orchestration as enterprise platforms.

Lead cross-functional teams across Customer Success, engineering, product, and data science to deliver measurable outcomes. You will shape the multi-year vision, push architecture decisions, and maintain production health while delivering business impact such as improved

Qualifications

• 10+ years in operations technology or large-scale service ops.
• 5+ years leading teams; experience leading leaders preferred.
• Deep domain expertise in workforce management and/or contact routing at enterprise scale.
• Demonstrated platform mindset; experience building scalable enterprise capabilities.
• Quantitative fluency in forecasting, optimization, and simulation modeling.
• Strong business systems analysis and collaboration across SDLC.

Responsibilities

• Own the operational capability vision and multi-year roadmap for workforce management and routing.
• Ensure system health: platform SLAs, monitoring, and governance; drive production reliability.
• Lead capability development from problem framing to solution deployment and validation.
• Partner with data science on decision intelligence for forecasting and staffing models.
• Build back-office work orchestration and end-to-end process visibility.
• Lead and develop the Business Systems Analysts; foster AI-native practices.

Skills

Workforce management

Forecasting

Routing & orchestration

AI-enabled operations

Executive communication

Cross-functional leadership

Systems thinking

Data-driven decision making

Education

Bachelors in CS/IS/Engineering

MBA preferred

Tools

Amazon Connect

Job description

Intuit is seeking a Group Manager for Expert Network Operations Excellence in San Diego. You will own the operational capability stack, driving workforce management, routing, and real-time orchestration as enterprise platforms.

Lead cross-functional teams across Customer Success, engineering, product, and data science to deliver measurable outcomes. You will shape the multi-year vision, push architecture decisions, and maintain production health while delivering business impact such as improved