Ops Capability Platform Lead for Expert Network

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

Job summary

Intuit Inc. is seeking a visionary Group Manager to own the Expert Network Operations Excellence platform. You will define the multi-year capability roadmap for workforce management, routing, and back-office orchestration, and lead from the front with architecture input and production-level delivery.

You will mobilize teams across Customer Success, engineering, product, and data science to achieve measurable outcomes, including SLA attainment and cost-to-serve optimization.

Qualifications

• 10+ years of experience in operations technology, contact center platforms, workforce management, or large-scale service operations.
• 5+ years leading teams, with experience leading leaders preferred.
• Deep domain expertise in workforce management and/or contact routing at enterprise scale.
• Demonstrated platform mindset with scalable capabilities across units.
• Quantitative fluency in forecasting, optimization, and scenario modeling.

Responsibilities

• Own the operational capability vision and multi-year roadmap for the Expert Network capabilities (workforce management, routing, and work orchestration).
• Ensure architectural coherence across the portfolio and a disciplined configuration-per-use-case model.
• Lead capability development from the front, drive design reviews, and deliver from business case through deployment.
• Drive the science agenda with data science teams to land decision-intelligence into production.
• Build back-office work orchestration extending the system beyond live contacts.
• Lead and develop a team of Business Systems Analysts with AI-native practices.
• Deliver cross-functional outcomes by partnering with operations, engineering, product, and data science.

Skills

Workforce management

Forecasting

Scheduling

Real-time operations

Routing

Orchestration

Leadership

Data science collaboration

Platform mindset

Executive communication

Education

Undergraduate degree in CS/IS/Engineering or quantitative field

Tools

Amazon Connect

Job description

Intuit Inc. is seeking a visionary Group Manager to own the Expert Network Operations Excellence platform. You will define the multi-year capability roadmap for workforce management, routing, and back-office orchestration, and lead from the front with architecture input and production-level delivery.

You will mobilize teams across Customer Success, engineering, product, and data science to achieve measurable outcomes, including SLA attainment and cost-to-serve optimization.