Director, Partner Service Delivery Consumer Group

Director, Partner Service Delivery

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. As Intuit deepens its reliance on a multi-partner workforce model spanning domain expertise, virtual concierge, product support, and offshore back-office tax preparation the Partner Service Delivery function has grown in scope, complexity, and strategic criticality. Managing 21,000+ experts across 10+ third-party partners, this organization is a critical force multiplier for Intuit's AI-driven expert platform and a lever for unlocking efficiency and scale without compromising customer or expert outcomes.

Responsibilities

Own the partner service delivery strategy Define and execute the multi-partner operating model across domain expertise, virtual concierge, product support, ensuring each partner channel is optimized for quality, efficiency, and scalability.

Govern and manage partner performance Build and run a rigorous partner accountability framework, including SLAs, KPIs, and governance cadences that drive consistent performance across all third-party relationships and hold partners to Intuit's service and quality standards.

Scale the back-office tax prep model Lead the expansion of capabilities for back-office tax preparation, designing the operating model, quality controls, and integration points that allow Intuit to unlock efficiency at scale without compromising expert or customer outcomes.

Drive partner integration and workforce alignment Ensure third-party partners operate as a cohesive extension of the Expert Network aligned to Intuit's tools, workflows, training standards, and customer experience expectations across all service lines.

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

Lead through high-pressure moments Guide partner organizations through peak-season and time-sensitive periods with confidence, including proactive SLA risk mitigation, rapid escalation management, and sound decision-making under pressure.

Build leadership depth and organizational continuity Attract, develop, and retain top partner operations talent; build robust succession pipelines and plan for long-term organizational sustainability as the partner ecosystem expands in scale and geographic complexity.

Champion AI adoption across the partner ecosystem Lead the integration of AI-powered tools and workflows into partner service delivery operations from expert-assist and quality monitoring to back-office automation and workforce planning. Partner with product and technology teams to identify high-impact AI use cases, drive adoption across third-party partners, and build the change management infrastructure needed to transform how a 21,000+ expert workforce operates alongside AI at scale.

Qualifications

10+ years of progressive leadership and operations management experience, including leading complex, multi-partner or outsourced service delivery ecosystems

Demonstrated success building and managing vendor governance frameworks that drive consistent, measurable performance across multiple third-party relationships at scale

Proven track record of driving business performance through rigorous SLA management, partner accountability frameworks, and data-driven decision-making

Strong track record in metrics-driven environments with measurable outcomes across KPIs such as cycle time, tNPS, customer satisfaction (SQS), and partner quality scores

Experience standing up or managing service delivery operations, including quality control design, and integration with workflows

Proven ability to influence and drive alignment across executive and cross-functional stakeholders including product, legal, operations, and customer experience

Experience leading organizations through significant change, including operating model transformation, and new partner onboarding at scale

Demonstrated experience driving AI adoption or human+AI operating model transformation within a service delivery or workforce operations context including partnering with product and technology teams to evaluate, deploy, and embed AI tools that meaningfully shift how teams work and how performance is measured

Exceptional communication skills able to distill complex partner dynamics 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 may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs. 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:

San Diego $196,500 - $266,000