Director, Virtual Service Delivery Consumer Group

Vp Of Assisted Services Delivery & Operations

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, local and in-person service delivery is becoming a core part of how we meet our customers where they are providing hands-on, human-centered assistance that builds trust, confidence, and success.

We are seeking a highly capable and customer-driven VP of Assisted Services Delivery & Operations to lead the implementation and performance of Intuit's in-person and virtual expert support network. This leader will oversee the activation, coordination, and operational readiness of expert teams across local and digital touchpoints, ensuring a consistent and high-quality service experience.

This is a critical delivery-focused role responsible for helping translate strategy into action through expert workforce leadership, scalable service execution, and strong cross-functional collaboration. The ideal candidate brings deep experience leading service operations and local fulfillment models, and a passion for delivering meaningful support to customers through in-person and community-based interactions.

Responsibilities

• Channel Strategy & Customer Experience
• Workforce Activation & Management
• Execution & Service Operations
• Measurement & Continuous Improvement
• Cross-Functional Collaboration

Qualifications

• Previous experience in service delivery, store operations, or workforce leadership roles.
• Track record of building, opening, and leading community-based, retail, or in-person service operations, ideally in a high-volume, customer-facing environment.
• 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 physical and virtual channels.
• Demonstrated success in activating and managing distributed or seasonal teams, including scheduling and performance oversight.
• 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.
• Has an entrepreneurial 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.