Program Design & Operations Lead, Expert Network COE

Intuit; New York (NY); On-site; USD 132,000 - 178,000; Full time

Job summary

Intuit is seeking a Program Design & Operations lead for the Expert Network COE in New York to design and govern the service delivery standard work, tax content, and knowledge management infrastructure that supports a diverse, seasonally-driven workforce.

You will own the SD standard work, Quality Review Team framework, and cross-season readiness planning, ensuring scalable, repeatable processes across multiple delivery models and business lines.

Qualifications

• 5–7 years of program management or service delivery operations experience.
• Experience designing and governing operational frameworks at scale.
• Knowledge management, quality assurance, or content strategy experience a strong plus.

Responsibilities

• Design and govern SD standard work playbook for each season.
• Own Quality Review Team framework at program level.
• Manage tax content strategy and knowledge management infrastructure.
• Drive cross-season readiness planning across annual peaks.
• Partner with Service Recovery to prevent escalations.
• Maintain authoritative documentation and drive continuous improvement.

Skills

Program management

Service delivery

Content strategy

Tax services

Education

Related domains

Job description

Intuit is seeking a Program Design & Operations lead for the Expert Network COE in New York to design and govern the service delivery standard work, tax content, and knowledge management infrastructure that supports a diverse, seasonally-driven workforce.

You will own the SD standard work, Quality Review Team framework, and cross-season readiness planning, ensuring scalable, repeatable processes across multiple delivery models and business lines.