The Customer Success Organization at Intuit is dedicated to helping our customers thrive by ensuring they get the support they need, when and where they need it. As we expand access to expert support, our Accountant segment opportunity is massive, with more 350K firms on our platform driving over $4B in annual revenue. Accountants are critical to the QuickBooks ecosystem; they are attached to ~60% of QuickBooks Online customers, are influential for our customers growth and retention. Accountant Customer Success is undergoing a major transformation, moving away from a reactive motion towards proactive engagement, personalized expertise, and a commitment to empowering Accountants. This role is expected to play a critical role in how we reimagine the support and services for Accountants to significantly accelerate Intuit’s growth and put us on the map as a company that is fueling the success of larger, more complex businesses.

We are looking for a highly capable, customer-focused Director of Services Delivery for our Accountant services team. This role involves leading our AI-powered, Expert-led service, which includes product support and customer growth and retention programs. The successful candidate will be responsible for delivering world-class expertise and experiences to Accounting Firms and Accountants customers, driving ecosystem adoption, speed to benefits and Intuit's growth. This leader will also oversee the activation, coordination, and operational readiness of both internal and BPO expert teams, ensuring a consistently high-quality service experience.

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

Leading a team of Experts, this individual will ensure the delivery of world-class, impactful customer experiences. The Director will also provide operational and thought leadership by establishing service delivery strategy, overseeing expert readiness and performance, and ensuring service quality, delivery, and performance (QDP) at scale for Accountants. A key aspect of this role is leveraging our AI-powered virtual expert platform to deliver transformative 'done-for-you' experiences.

This vital, delivery-focused role is responsible for translating strategy into action. This is achieved through expert workforce leadership, scalable service execution, customer and retention programs, and robust cross-functional collaboration. The ideal candidate possesses extensive experience leading service operations and a strong commitment to providing value-added support to customers through expert-led interactions.

Responsibilities

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 

Lead ongoing performance and readiness management to ensure high-quality service delivery at every interaction.

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

Manage the daily operations of assisted service channels, ensuring consistency, reliability, and responsiveness across locations. 

Build and scale systems to support expert availability, service scheduling, and location readiness.

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  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 (VAR 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.

Define and execute strategies to deliver a foundation for support excellence (quality, delivery, performance - QDP) , both proactive and reactive, that meet the customer where they need to be met and deliver groundbreaking support expertise that is powered by both AI and Experts. 

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.

Ensure front-line teams are equipped with the tools, training, and support needed to provide an excellent customer experience.

Qualifications

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 provides a competitive compensation package with a strong pay for performance rewards approach. This position may 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. The expected base pay range for this position is: