Program Design & Operations Lead, Expert Network COE

Intuit, Inc.; San Diego, Northern (CA, KY); Hybrid; USD 138,000 - 200,000; Full time

Job summary

Intuit, Inc. is seeking a Program Design & Operations lead within the Expert Network COE to design and govern service delivery, content, and quality frameworks across the seasonal peaks.

The role drives readiness, cross-functional collaboration, and continuous improvement to ensure expert experiences meet high standards across multiple business lines. The candidate brings 5-7 years of program management and operates with rigor to shape how experts serve customers at critical moments, aligning

Qualifications

• 5-7 years of program management, service delivery operations, content strategy, or related fields.
• Designing and governing operational frameworks or standards at scale - 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 for each season.
• Quality Review Team framework at the program level - set quality standards and calibration benchmarks.
• 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 to prevent quality and service escalations.
• Framework Governance & Continuous Improvement - maintain authoritative documentation and drive simplification.

Skills

Program management

Service delivery operations

Content strategy

Knowledge management

Quality assurance frameworks

Cross-functional collaboration

Education

Experience-based education

Job description

Intuit, Inc. is seeking a Program Design & Operations lead within the Expert Network COE to design and govern service delivery, content, and quality frameworks across the seasonal peaks.

The role drives readiness, cross-functional collaboration, and continuous improvement to ensure expert experiences meet high standards across multiple business lines. The candidate brings 5-7 years of program management and operates with rigor to shape how experts serve customers at critical moments, aligning