Intuit Director Expert Services 

United States, California, San Diego 

372270304

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.