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Intuit's Expert Network is central to how we deliver on our promise to power prosperity for consumers and small businesses. Our Expert Network Services team operates at remarkable scale — enabling $3B in services revenue and supporting approximately 50,000 experts and managers across a large, virtual workforce.

The Consumer Group Services organization is one of the largest portfolios within the Expert Network, now representing ~30% of Consumer Group revenue. We manage approximately 28,000 employees at peak — including 550+ managers — delivering TurboTax Live Core, Full Service, Canada, and Business Tax. These are not just operational programs; they are central to Intuit's evolution into an AI-driven expert platform.

The Role

We are looking for an exceptional Director to lead the Consumer Group Services organization within our Expert Network Services group. This is a senior leadership role with significant enterprise scope — you will own service delivery strategy, expert workforce management, and customer experience outcomes across a large, virtual, and rapidly scaling business.

You will lead a team of managers, partner closely with the Consumer Group segment and cross-functional stakeholders, and play a key role in shaping how Intuit delivers professional tax and financial services at scale. This role demands an operator, a people developer, and a strategic thinker — someone equally comfortable in a leadership team boardroom and in the details of peak-season execution.

Responsibilities

• Lead and scale operations — Design and evolve scalable infrastructure, delivery models, and operating frameworks that support a large, complex workforce — built to flex up and down efficiently with the cyclical demands of a seasonal tax business.

• Set and execute long-term vision — Define and drive enterprise-scale strategy across a virtual, distributed workforce, aligning people, processes, and technology to deliver measurable business outcomes.

• Drive customer and expert experience — Champion an environment obsessed with delivering industry-leading experiences at mass scale that build loyalty, resolve issues effectively, and turn both customers and experts into promoters.

• Influence and align cross-functional leaders — Build strong partnerships with and drive alignment across product, operations, legal, and customer experience teams to ensure experts have the tools and environments needed to deliver winning outcomes.

• Lead through high-pressure moments — Guide large teams through peak-season and time-sensitive periods with confidence, including proactive risk mitigation and rapid, sound decision-making.

• Build leadership depth and organizational continuity — Attract, develop, and retain top senior talent; build robust succession pipelines and plan for long-term organizational sustainability across high-growth business lines.

• Drive change adoption at scale — Lead the implementation of new processes, tools, and structures across large employee populations, ensuring measurable adoption and outcomes.

Qualifications

• 10+ years of progressive leadership and operations management experience, including leading large, complex, and virtually dispersed organizations

• Demonstrated success building and scaling leadership teams that deliver exceptional customer experiences

• Proven track record of driving business performance through clear goal-setting, rigorous accountability frameworks, and data-driven decision-making

• Strong track record in metrics-driven environments with measurable outcomes across KPIs such as tNPS, contact resolution, same-day completion rates, and cycle time

• Proven ability to influence and drive alignment across executive and cross-functional stakeholders

• Experience leading organizations through significant change, including technology adoption, operating model transformation, or rapid growth

• Exceptional communication skills — able to distill complex issues and present compellingly to senior audiences

• Deep commitment to building diverse, inclusive, and equitable teams

• Bachelor's degree or equivalent; advanced degree preferred

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.