Program Design & Operations Lead - Expert Network

Intuit Inc.; Frisco (TX); On-site; USD 132,000 - 200,000; Full time

Job summary

Intuit Inc. is seeking a Program Design & Operations lead to own the operational backbone of the Expert Network, shaping service delivery standards, quality frameworks, and tax content governance.

You will design end-to-end frameworks that scale across multiple seasons and business lines, ensuring experts can deliver accurate experiences to customers. You will drive readiness for three peak periods, partner across Service Delivery, L&D, and technology, and continuously improve the frameworks to

Qualifications

• 5–7 years of experience in program management, service delivery operations, content strategy, or related fields; experience in tax services, financial services, or SaaS preferred.
• Demonstrated experience designing and governing operational frameworks or standards at scale — with ownership from design through governance.
• Familiarity with knowledge management systems, quality assurance frameworks, or content strategy for expert or advisor workforces a strong plus.

Responsibilities

• Service Delivery Standard Work — Design, document, and govern the SD standard work playbook that Service Delivery teams execute each season. Own the framework end-to-end — ensure it's current, consistently applied, and ready before each peak period. The Q3 tax season (Feb–Apr) is the non-negotiable anchor.
• Quality Review Team — Programmatic Layer — Own the Quality Review Team framework at the program level — setting quality standards, defining calibration benchmarks, and closing the quality loop across Service Delivery. Partner with Service Delivery Group Managers on calibration cycles. Service Delivery executes the reviews; you govern the framework and ensure Quality Review Team data drives meaningful improvement.
• Tax Content & Knowledge Management — Own end-to-end tax content strategy and the knowledge management infrastructure supporting experts across all business lines. Ensure content is current, accurate, and enables expert confidence. Content governance stays COE regardless of delivery tooling.
• Cross-Season Readiness Planning — Drive readiness planning across all three annual peaks. Coordinate with Service Delivery, Learning & Development, and partner teams to ensure standard work, content, and quality frameworks are in place before each season. Proactively identify and resolve gaps before they become in-season risks.
• Service Recovery Partnership — Partner with Service Recovery teams and the Office of the President on preventing quality and service escalations before they occur. Service Recovery addresses quality and experience failures — not technical or tool issues — and COE's standard work, Quality Review Team frameworks, and content infrastructure are the upstream inputs that determine whether those escalations happen in the first place. Ensure COE's frameworks are continuously informed by service recovery signals and trends.
• Framework Governance & Continuous Improvement — Maintain authoritative documentation for all Program Design workstreams. Identify gaps and drive simplification with a continuous improvement mindset. Build capability in Service Delivery leaders to sustain operational excellence.

Skills

Program management

Service delivery operations

Content strategy

Knowledge management

Quality assurance frameworks

Job description

Intuit Inc. is seeking a Program Design & Operations lead to own the operational backbone of the Expert Network, shaping service delivery standards, quality frameworks, and tax content governance.

You will design end-to-end frameworks that scale across multiple seasons and business lines, ensuring experts can deliver accurate experiences to customers. You will drive readiness for three peak periods, partner across Service Delivery, L&D, and technology, and continuously improve the frameworks to