Operations Lead - Expert Network Standards & Readiness

Intuit; San Diego (CA); On-site; USD 138,000 - 186,000; Full time

Job summary

Intuit’s Expert Network COE seeks a Program Design & Operations lead to design and govern service delivery standards, calibrate quality review, own tax content and knowledge management, and drive cross-season readiness. You will partner with Service Delivery, Learning & Development, and technology teams to ensure scalable, repeatable processes that elevate expert delivery.

You'll thrive on building systems, applying rigorous governance, and shaping how experts serve customers during peak periods

Qualifications

• Experience designing and governing operational frameworks or standards at scale.
• Familiarity with knowledge management, quality assurance, or content strategy for experts.
• Strong program plans, governance, and operating rhythms for seasonal cycles.
• Ability to drive continuous improvement and scale frameworks across the organization.

Responsibilities

• Service Delivery Standard Work — Design, document, and govern the SD standard work playbook that Service Delivery teams execute each season.
• Quality Review Team — Programmatic Layer — Own the Quality Review Team framework at the program level.
• Tax Content & Knowledge Management — Own end-to-end tax content strategy and knowledge management infrastructure.
• Cross-Season Readiness Planning — Drive readiness planning across all three annual peaks.
• Service Recovery Partnership — Partner with Service Recovery teams and the Office of the President on preventing escalations.
• Framework Governance & Continuous Improvement — Maintain authoritative documentation and drive simplification.

Skills

Program management

Service delivery operations

Content strategy

Knowledge management

Quality assurance

Cross-functional collaboration

Education

Experience in service delivery operations

Tools

Knowledge management systems

Job description

Intuit’s Expert Network COE seeks a Program Design & Operations lead to design and govern service delivery standards, calibrate quality review, own tax content and knowledge management, and drive cross-season readiness. You will partner with Service Delivery, Learning & Development, and technology teams to ensure scalable, repeatable processes that elevate expert delivery.

You'll thrive on building systems, applying rigorous governance, and shaping how experts serve customers during peak periods