Senior Program Design & Operations Lead (Expert Network)

Intuit; Frisco (TX); On-site; USD 140,000 - 190,000; Full time

Job summary

Intuit’s Expert Network COE seeks a Program Design & Operations lead to own the operational backbone of the Expert Network, designing and governing the standard work, quality framework, and tax content management that keeps experts accurate, confident, and ready for peak seasons.

This role drives cross-season readiness planning, partners with Service Delivery, Learning & Development, and technology teams, and translates complex requirements into scalable, executable standards across seasonal

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.
• Quality Review Team framework at the program level — setting quality standards, defining calibration benchmarks, and driving data-informed improvements.

Skills

Program management

Service delivery operations

Content strategy

Knowledge management

Seasonal workforce programs

Job description

Intuit’s Expert Network COE seeks a Program Design & Operations lead to own the operational backbone of the Expert Network, designing and governing the standard work, quality framework, and tax content management that keeps experts accurate, confident, and ready for peak seasons.

This role drives cross-season readiness planning, partners with Service Delivery, Learning & Development, and technology teams, and translates complex requirements into scalable, executable standards across seasonal