Director, Service Delivery Money Services & Workforce Solutions

Director, Service Delivery

Intuit's Money Services business is one of the fastest-growing areas within the Global Business Solutions Group (GBSG) and this is the operational leadership seat that has to match that growth. As Director, Service Delivery, you will own the end-to-end delivery engine powering our Money Services and Workforce Solutions customer experience: workforce management, expert onboarding, payment services and payroll tax operations. You report directly to the VP of Expert Service Delivery and lead a large, multi-layered organization (leaders of leaders) accountable for customer satisfaction, operational efficiency, and compliance at enterprise scale.

We're in the middle of a full transformation from a software company to an AI-driven expert platform. GBSG revenue grew 18% in Q2 FY26, with online services revenue up 18% driven by growth in money and payroll offerings. Intuit Enterprise Suite (IES) new contracts grew 50% QoQ, and the mid-market sales team grew 30%. The scale, complexity, and pace ahead of us are unlike anything this organization has operated in before.

This Director is coming in to build and scale, not to maintain. Intuit's recent acquisition of GoCo brings world-class HR and benefits capabilities into the platform, creating a single solution to manage the full employee lifecycle. The scope of this role will only grow. That is a compelling mandate for a top-tier operator who wants ownership, upside, and a seat at a table that matters.

Responsibilities

• Own end-to-end service delivery for Money Services and Workforce Solutions, holding accountability for customer outcomes, quality, and team performance across a large-scale delivery organization
• Redesign the operating model while running it, shifting legacy processes, tools, and workflows to a modern, AI-enhanced expert platform without disrupting live operations
• Operationalize our AI-powered quality management system that monitors every expert interaction and flags coaching opportunities in real time. Define and execute the operational roadmap that supports GBSG's growth trajectory and Intuit's broader "done for you" strategic vision

Transformation & AI Leadership

• Lead AI-enabled transformation as an organizational change challenge, not a technology project. Redesigning roles, workflows, governance, and ways of working so the organization adopts and compounds the gains.
• Build the operating mechanisms, governance models, and leadership layers that let the organization scale and transform at the same time

Workforce Management

• Lead workforce planning, capacity management, and real-time scheduling optimization to meet dynamic customer demand across seasonal and growth cycles
• Build and evolve workforce management capabilities that are predictive, leveraging data, tooling, and AI to stay ahead of volume

Expert Onboarding

• Own the onboarding craft for Intuit's expert workforce designing structured, scalable onboarding experiences that turns it into a true growth motion tied explicitly to consumption, upsell, retention and customer experience
• Continuously improve the onboarding model to meet the pace of expert hiring as the business scales

Payroll Tax Operations

• Lead the payroll tax operations function with precision, ensuring accuracy, regulatory compliance, and timeliness across federal and state obligations for Intuit's small and mid-market customer base, where the cost of failure is high and execution discipline is non-negotiable
• Partner cross-functionally with Product, Legal, and Compliance to anticipate regulatory change and operationalize it ahead of impact

Leadership & Stakeholder Influence

• Lead and develop a high-performing, geographically distributed organization of leaders, building leadership layers, succession depth, and a culture of accountability, coaching, and continuous improvement
• Serve as a strategic peer to stakeholders across Product, Finance, Compliance, and the broader Expert Network leadership team, and raise the bar for the leaders around you

Qualifications

• Multi-thousand-person scale. Has led through multi-thousand-person organizations or ecosystems, with direct accountability for outcomes at that scale.
• Leaders of leaders. Has managed through multiple layers of leadership, not simply large individual-contributor teams, but building and developing other leaders and the systems that hold them accountable.
• High cost of failure. Has operated in businesses where the cost of failure is high and execution discipline matters in regulated, compliance-intensive, or otherwise unforgiving environments.
• Scaling through change. Has scaled organizations during periods of significant growth, transformation, or business-model change and redesigning operating models while continuing to run them.
• Transformation, not stewardship. Has redesigned operating models, not merely inherited and optimized existing ones; can point to systems, leadership structures, and operating mechanisms they built.
• AI as organizational change. Treats AI-enabled transformation as a change-management and operating-model challenge rather than a technology rollout, and has driven adoption that changed how an organization works.
• 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 operating 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
• An entrepreneurial, growth mindset, comfortable with ambiguity and energized by environments that value speed
• Passion for helping people and improving customer outcomes
• Bachelor's degree in Business, Operations, or a related field; advanced degree a plus