דרושים Director Intuit Academy ב-Intuit ב-United States, San Diego

Strategic Importance and Alignment

This role directly aligns with Intuit’s strategy to become an AI-driven expert platform, delivering personalized, end-to-end experiences. The Director of GBSG Customer Success Data Science plays a mission-critical role in advancing enterprise-wide goals, supporting strategic initiatives including:

• GBSG Growth & Retention – Driving personalized onboarding, proactive retention, and intelligent cross-sell via expert and digital support.
• AI-Powered Customer Obsession – Embedding Intuit Signal insights into the product lifecycle to inform roadmap decisions and friction reduction.
• GBSG Digital-First Support – Accelerating AI-first support with smarter targeting, guided workflows, and improved operational efficiency.
• GBSG Human + AI Powered Selling – Applying predictive and generative AI to drive lead scoring, seller enablement, and conversion acceleration.

• Lead the teams managing Customer Experience (CX), Voice of Customer (VoC) data science, survey and data infrastructure, reporting and analytics to support GBSG Customer Success across digital and assisted experiences.
• Drive hypothesis-based insights that identify and prioritize friction points and growth opportunities, influencing improvements in customer journeys, channel optimization, and reduced cost to serve.
• Deliver strategic analytics and model insights to support Smart Guidance, Next Best Action, and HelpGPT across onboarding, retention, and cross-sell journeys.
• Play a leadership role on Intuit Signal (Intuit’s AI-Powered Voice of the Customer Insights Tool) to influence product roadmaps, remove friction, and accelerate actionable insights first in GBSG, and in partnership across Intuit.
• Develop reusable frameworks and agentic performance monitoring tools that support guided workflows, expert enablement, and cost per unit-based contact reduction.
• Lead the development, validation, and operational deployment of advanced machine learning models, including classification, clustering, time series forecasting, and reinforcement learning, to power CS automation, personalization, and performance optimization
• Provide data science leadership for Human + AI Powered Selling initiatives, including funnel insights, lead scoring, and GenAI-enhanced seller tools.
• Collaborate across Product, Marketing, Sales, and Customer Success to activate growth opportunities and align on shared customer-centric KPIs such as PRS, tNPS, and CPU.
• Be the steward of measurement frameworks and drive consistent use of metrics, processes, and insights tied to business strategy.
• Lead a high-performing team of data scientists and analysts, nurturing a culture of experimentation, continuous improvement, and data-first decision-making.
• Guide and inspire adoption of CX and VoC best practices, operationalize insights, and influence enterprise-level investment decisions through strategic storytelling.

• Deep expertise in customer experience analytics, VoC methodologies, and industry tools. Ideally 12+ years working in Data Science or Data Analytics fields, and 6+ years managing data professionals and data people managers with a demonstrated success record.
• Advanced proficiency in data analysis and visualization tools such as SQL, Python, R, Tableau; experience with predictive modeling strongly preferred.
• Extensive experience in supervised and unsupervised learning techniques including logistic regression, random forests, gradient boosting, NLP, and embedding techniques. Deep understanding of evaluation metrics, feature selection, and hyperparameter tuning.
• Demonstrated ability to leverage and develop GenAI systems (ChatGPT, NotebookLM, Anthropic Claude, etc) to make step-change impact to both business and personal work
• Ability to access, integrate, and operationalize data from diverse sources including survey, behavioral, social, digital, and support channel data.
• Proven strategic impact through insights that drive retention, revenue, ecosystem attach, and experience innovation.
• Demonstrated ability to influence senior executive stakeholders and lead cross-functional enterprise partnerships.
• Experience in developing and scaling measurement frameworks tied to organizational Input Goals, leading indicators, and Outcome Metrics indicators for customer outcomes and business performance.
• Strong experimentation background with the ability to lead hypothesis testing to deliver value across customer and expert populations.
• Proven track record of developing high-performing teams and advancing analytics maturity in complex organizations.
• Passion for customer success, combined with extreme ownership, operational rigor, and adaptability in dynamic environments.
• Familiarity and experience in the customer success, tax, accounting, sales, or voice of customer domains is a strong plus.

• Own the Response : Be the visible, accountable leader for resolution quality, tone, and consistency across all critical escalations—including the Office of the President (OOP), Social Care, and Community forums.
• Be Intuit’s Voice in High-Risk Moments : Own customer visibility and tone calibration in public and executive escalations—tracking social sentiment, governing responses in reputationally sensitive spaces, and working directly with Legal, Brand, and Comms.
• Drive Measurable Outcom es: Lead initiatives that reduce resolution times, lower customer churn, boost NPS after incidents, and deliver airtight closure on every issue.
• Build a Predictive Engine: Shift from reactive problem-solving to proactive advocacy by embedding insights from past escalations into a system that prevents recurrence.
• Unify Escalation Models : Design and scale a centralized operating model for high-stakes customer escalations, ensuring consistent, high-quality responses across products, geographies, and business units.
• Engineer Trust Recovery Systems : Build a post-resolution feedback and coaching loop that leverages real-time VOC data, AI triage, and root-cause audits to improve emotional resonance and accelerate recovery. Deep understanding of machine learning and Generative AI tools.
• Detect Issues Before They Escalate : Develop proactive detection systems that surface and triage potential crises early, enabling enterprise-wide prevention. Impact at Enterprise Scale: This role commands Intuit’s global resolution and recovery system—spanning 75+ internal experts and 125+ BPO partners. By establishing centralized leadership, this role ensures every escalation—whether from a small business owner, consumer, or executive sponsor—receives the same world-class response. It transforms resolution from a back-end function into a strategic growth engine.

• 10 years experience as the single enterprise leader responsible for strategic response during high-risk and publicly sensitive situations.
• Bachelor's degree, or equivalent practical experience, is required. A Master's degree is preferred.
• A proven leader with exceptional judgment and the ability to thrive in high-visibility, high-stakes, emotionally charged situations.
• A track record of operating at scale, driving measurable business outcomes, and transforming complex, fragmented processes into cohesive systems.
• Experience collaborating across executive functions—product, engineering, legal, communications, and brand—especially under reputational risk scenarios.
• The ability to set tone, direction, and accountability at the highest levels while inspiring cross-functional alignment.
• 5 years of experience in data analytics, business strategy, policy or related fields.
• 5 years of experience in people management, leading teams.
• A strong understanding of Machine Learning and Generative AI tools is essential. You should also have experience collaborating with engineering and product teams to develop tools, solutions, or automation.
• Excellent communication and presentation skills (written and verbal) and the ability to influence cross-functionally at various levels.

• Operating Rhythm and Process Optimization : Establish and maintain an effective operational rhythm across the organization and with outsourced partners, designing and refining scalable processes to drive accountability, consistency, and performance.
• Strategic Planning & Execution Support : Partner with Expert Services leadership to translate strategic goals into actionable plans. Setup governance and align work across organizations to ensure smooth execution in lockstep with dependent teams and broader Customer Success priorities. Drive and curate updates (slides / written narratives) to the senior leadership team articulating the strategy and progress updates.
• Performance Management : Define and track key performance metrics to assess the health of the Expert Services organization. Use data insights to drive improvements and present findings to leadership to support informed decision-making and improvement plans, both within the organization and outsourced partners.
• Cross-Functional Coordination : Act as a liaison between Expert Services and other functions across Customer Success, Product Management, Finance, and HR to ensure alignment on priorities and joint initiatives to achieve shared goals.
• Transformation Initiatives : Hands-on manage high impact transformation initiatives that improve our effectiveness as an organization.

• Experience : 5+ years in business operations, strategy, or a related field. Proven experience supporting executive leadership and optimizing operational efficiency.
• Operational Expertise : Skilled in developing and refining processes and operational rhythms that ensure accountability and drive business performance.
• Analytical & Problem-Solving Skills : Strong ability to interpret data and drive decisions based on insights.
• Customer-Centric Mindset : Committed to enhancing customer experience through efficient, high-quality expert experiences.
• Collaboration Skills : Exceptional communication and interpersonal skills, with experience building cross-functional relationships and influencing without authority.
• Business Communication & Storytelling: Able to synthesize insights and activity from complex areas into strategic narratives (written documents and slides) for C-level audiences.

• Strategy & Vision
• Global Leadership : Mentor, motivate and lead a geographically dispersed team of world-class payroll leaders and craft experts - provide guidance, growth opportunities and inspiration.
• Operational Excellence : Develop payroll capabilities that ensure flawless execution and scalability to support rapid global growth.
• Cross-functional Partnership : Partner across Finance, HR, IT, Legal and external partners to establish and continuously improve an integrated, end-to-end, global payroll system - ensuring execution, compliance and alignment with our business priorities.
• Strategic Initiatives & Impact: Provide active leadership on Intuit’s strategic initiatives and change management efforts - including mergers and acquisitions, new market entry and expansion of services, ensuring payroll processes scale seamlessly with corporate growth.
• Compliance & Governance: Provide leadership and oversight to maintain compliance with global payroll, financial and tax requirements, building a resilient control environment that mitigates risk.

• Bachelor’s degree in accounting required; advanced degree or relevant certifications (e.g., CPA CPP) strongly preferred.
• Minimum 10 years of progressive experience in payroll leadership, with at least 5 years leading global payroll operations in a large, multi-country organization.
• Demonstrated expertise in global payroll strategy development and execution, including experience with U.S. GAAP, SOX, and international payroll/tax regulations.
• Direct experience with enterprise payroll systems ADP and Workday required, including experience leading systems integration and process transformations.
• Proven experience leveraging automation and/or RPA tools to streamline payroll processes, improve accuracy and reduce costs.
• Strong knowledge of upstream payroll inputs (compensation, benefits, stock administration, global mobility and legal) and integrations (Finance, HR, timekeeping, third-party HR/payroll solutions).
• Demonstrated record of building, mentoring, and leading geographically dispersed teams of payroll professionals.
• Experience managing external payroll vendors and developing strong vendor relationships to achieve exceptional outcomes.
• Strong cross-functional influence skills with proven success collaborating with Finance, HR, IT, Legal and external partners to improve process and ensure business-critical deliverables.
• Experience leading payroll’s role in strategic initiatives such as M&A integration, new market entry, or global expansion.

• Own the Response : Be the visible, accountable leader for resolution quality, tone, and consistency across all critical escalations—including the Office of the President (OOP), Social Care, and Community forums.
• Be Intuit’s Voice in High-Risk Moments : Own customer visibility and tone calibration in public and executive escalations—tracking social sentiment, governing responses in reputationally sensitive spaces, and working directly with Legal, Brand, and Comms.
• Drive Measurable Outcom es: Lead initiatives that reduce resolution times, lower customer churn, boost NPS after incidents, and deliver airtight closure on every issue.
• Build a Predictive Engine: Shift from reactive problem-solving to proactive advocacy by embedding insights from past escalations into a system that prevents recurrence.
• Unify Escalation Models : Design and scale a centralized operating model for high-stakes customer escalations, ensuring consistent, high-quality responses across products, geographies, and business units.
• Engineer Trust Recovery Systems : Build a post-resolution feedback and coaching loop that leverages real-time VOC data, AI triage, and root-cause audits to improve emotional resonance and accelerate recovery. Deep understanding of machine learning and Generative AI tools.
• Detect Issues Before They Escalate : Develop proactive detection systems that surface and triage potential crises early, enabling enterprise-wide prevention. Impact at Enterprise Scale: This role commands Intuit’s global resolution and recovery system—spanning 75+ internal experts and 125+ BPO partners. By establishing centralized leadership, this role ensures every escalation—whether from a small business owner, consumer, or executive sponsor—receives the same world-class response. It transforms resolution from a back-end function into a strategic growth engine.

• 10 years experience as the single enterprise leader responsible for strategic response during high-risk and publicly sensitive situations.
• Bachelor's degree, or equivalent practical experience, is required. A Master's degree is preferred.
• A proven leader with exceptional judgment and the ability to thrive in high-visibility, high-stakes, emotionally charged situations.
• A track record of operating at scale, driving measurable business outcomes, and transforming complex, fragmented processes into cohesive systems.
• Experience collaborating across executive functions—product, engineering, legal, communications, and brand—especially under reputational risk scenarios.
• The ability to set tone, direction, and accountability at the highest levels while inspiring cross-functional alignment.
• 5 years of experience in data analytics, business strategy, policy or related fields.
• 5 years of experience in people management, leading teams.
• A strong understanding of Machine Learning and Generative AI tools is essential. You should also have experience collaborating with engineering and product teams to develop tools, solutions, or automation.
• Excellent communication and presentation skills (written and verbal) and the ability to influence cross-functionally at various levels.

The Director, Expert Network Service Delivery will drive the vision and strategy for expert-led service offerings within our Mid-Market Products and Services. This pivotal role is responsible for differentiating our services in the marketplace.

Growth & Retention Strategy & Customer Experience

• Operationalize and scale expert led growth initiatives as designed by the segment teams.
• Own the services delivery experience and models, ensuring they reflect the needs and expectations of our customers.
• Drive improvements in how we deliver world class expert led services to our mid market customers either through Intuit badge employee or providers.
• Partner with customer success and experience and expert network teams to define service journeys that are intuitive, accessible, and aligned with Intuit’s promise of expert help.

Workforce Activation & Management

• Oversee the sourcing, onboarding, and activation of expert teams across virtual touchpoints.
• Ensure experts are deployed, supported, and scheduled to meet customer needs
• Develop and execute expert talent profiles, retain and develop top expert talent across our sourcing channels to support long-term business goals.

Execution & Service Operations

• Identify and resolve operational challenges, coordinating with cross-functional teams, including operations, customer success, talent acquisition, learning and development, partners, and operational excellence.
• Deliver Scaled Operations Across all services (Live Services, IES, Product Support and future offerings) through a unified services delivery approach, blending AI-enabled and human-driven experiences.

Measurement & Continuous Improvement

• Establish service quality and delivery experience metrics for high-value customers (mid market and accountant assisted service channels.
• Use customer insights, service data, and expert feedback to continuously optimize delivery and drive speed to benefits for our customers.
• Support rapid learning and improvement cycles to evolve expert led service experience.

Cross-Functional Collaboration

• Work with senior leadership on growth and retention strategy, market opportunities, and service delivery optimization.
• Partner with internal teams across workforce planning, partner management, customer success and experience, recruitment, learning and development, finance to align on delivery goals.

• Previous experience in service delivery or workforce leadership roles.
• Demonstrated experience delivering high-quality, people-centered service experiences at scale.
• Ability to define and improve operational processes in a dynamic, fast-paced environment.
• Strong business acumen and understanding of service delivery models and customer engagement across virtual channels.
• Comfortable working cross-functionally in a highly matrixed structure and influencing without authority to drive execution.
• Exceptional communication and collaboration skills, including with senior leadership and delivery partners .
• Has an entrepreneurial and business growth mindset and is comfortable working with ambiguity and thrives in environments that value speed.
• Passion for helping people and improving customer outcomes through hands-on support.
• Bachelor’s degree in Business, Operations, or a related field; advanced degree a plus.

Intuit Academy is building the future of expert development—at scale to deliver on Intuit’s strategy of an AI-driven Expert Platform. As Director, Intuit Academy, you will lead the strategy, design, and execution of a hybrid ed-tech platform that serves a dual mission:

1. Empowering every one of our 50,000+ global experts to be their absolute best.
2. Growing an organic, high-performing pipeline of future experts, including from our prosperity hubs, to fuel the expansion of our live services.

• Set the vision and execution strategy for Intuit Academy as a global learning platform and pipeline engine—aligning with enterprise growth goals and the future of work.
• Lead a team of 30+ FTEs and 30–40 contractors across product, content design, strategic learning consulting, innovation, and operations, driving scale and impact across multiple business units (e.g., TurboTax, ProTax, QuickBooks, Mailchimp).
• Partner cross-functionally with Product Management, Engineering, Service Delivery, Data & Analytics, and Talent to deliver seamless, personalized learning journeys tied to real-world outcomes.
• Drive the evolution of a skills-based organization—operationalizing taxonomy, proficiency standards, and adaptive assessments across roles and domains.
• Build and scale an AI-powered learning infrastructure, leveraging tools like Synthesia, 7Taps, Docebo, WhatFix, and Glider to drive speed, relevance, and accessibility of learning experiences.
• Optimize and grow the learner-to-hire funnel of our Intuit Academy property, improving conversion and engagement across a fully revamped digital experience with increasing automation and intelligence.
• Oversee the transformation of content development operations, including managed service provider strategy and integration with performance-focused product training teams.
• Own delivery of key business outcomes such as Speed to Proficiency (StP), learner conversion, expert ramp, retention, and service quality metrics (e.g., tNPS, AHT, DIR).

• 10+ years in learning strategy, ed-tech, product enablement, or workforce transformation
• Proven success leading large, cross-functional teams through change and innovation
• Experience designing or scaling learning platforms powered by AI, adaptive technology, or advanced content tools
• Deep understanding of skills-based development models, workforce enablement, and performance consulting
• Strategic thinking with strong operational chops—able to zoom out to vision and zoom in to roadmap execution
• Exceptional stakeholder management and executive communication skills
• Passion for driving inclusive, meaningful work that unlocks career mobility and customer impact