Director, Global Technical Care Delivery

Intuit is looking for a bold, high impact technology leader to reinvent how we deliver employee technology care at global scale.

You will own the end to end support experience for 50,000+ Intuit workers worldwide, spanning:

• Global IT Care
• Executive and C Suite support
• Employee onboarding
• Endpoint and asset lifecycle
• Legal Hold services
• Support for 25,000+ Live Expert workers
• Large scale executive and company events

This is not a traditional IT support role.

We are moving from reactive, ticket based support to an AI first, proactive, self healing care model where technology resolves issues before employees experience them and human expertise is focused where it creates the most value.

We want a leader who will challenge existing models, form a strong point of view, move quickly, and deliver visible transformation while maintaining world class operational performance.

Responsibilities

What You Will Own

• Launch and scale View email address on click.appcast.io as the unified AI support front door across Tech, P&P, and Finance
• Shift from human-assisted support to AI-first self-service as the primary channel
• Deliver seamless omnichannel support with a known employee journey from self-service to human assistance
• Introduce and operationalize Employee Effort Score (EES) as a core quality metric alongside tNPS
• Target:
• 75%+ Tier 1 contact deflection (from ~60% baseline); 80%+ AI self-service first contact by Q3; tNPS maintained at 93%+

2. Proactive & Predictive Care

• Partner with Endpoint Engineering to operationalize AI- and telemetry-driven self-healing across 80K+ devices
• Deploy silent push/pull remediation campaigns that resolve issues before users are impacted
• Deliver predictive monitoring for 100% of Executive (C-Suite and VP+) devices
• Drive My HuB endpoint dashboard adoption to 40%+ of the workforce
• Target:
• 25% reduction in unplanned outages; 60%+ break/fix resolved before ticket submission; 35% Y/Y reduction in Executive incidents

3. Claude Cowork Consulting (New Service)

• Formalize the #claudacity community into a structured internal AI workflow consulting service
• Build and operate the service catalog, intake process, SLA, and a team of certified Cowork Workflow Consultants
• Publish and maintain a Care-owned Claude Skills Library (150+ skills)
• Target:
• 50+ engagements; 500+ worker hours saved; #claudacity to 500+ active members; Consulting NPS 70+

4. Elevated Human Care & Expertise

• Define and implement the Care Tiering Model: AI Tier 0–1 → Human Tier 2 → Expert Tier 3 → Executive Tier 4
• Upskill frontline staff to Tier 3+ (advanced diagnostics, cross-functional escalation, empathy-led communication)
• Grow talent capable of supporting SVPs and above; scale Video Support for complex remote resolution
• Use AI-driven ticket insights and human expert analysis to reduce top contact drivers with partner engineering teams
• Launch omnichannel support portal delivering tNPS of 90+ across TKB, Onsite, Virtual, Executive, and L2 channels
• Target:
• 80%+ human contacts at Tier 3+ by Q4; CSAT 4.6+/5.0; 15% Video Support adoption; 15% Y/Y top contact driver reduction

5. Asset Lifecycle Automation

• Complete end-to-end API-driven automation across all ALOM workflows: onboarding, refresh, break/fix, collections
• Launch a GenAI-powered self-service portal for employee asset requests with predictive refresh (90-day EOL forecasting)
• Implement rapid equipment pickup/drop-off at sites to support reduction of live staff hours at TKBs
• Expand outsourced coverage to BCP sites; maintain 99%+ asset inventory accuracy
• Target:
• 100% workflow automation by Q2; 80%+ self-service adoption; 93%+ laptop collection rate; 10% additional Y/Y cost reduction

6. Workforce Transformation & Scalable Efficiency

• Conduct annual clean-sheet review of all Care operations; embed AI across all workflows
• Continuously improve worker-to-support ratios while maintaining or improving service levels in every area
• Maintain flat or reduced care labor costs Y/Y with quarterly spend variance within ±2% of forecast
• Build one-page career plans for 100% of FTEs; achieve team engagement/pulse scores of 90+
• Drive AI Fluency certification for 100% of Care FTE; create updated career ladder with AI-era role titles
• Target:
• Corp Virtual SD ratios: 390:1 (large), 250:1 (med), 100:1 (small); Live Expert ratio from 291:1 to 320:1; 4+ new self-service automation tools delivered

7. Special Programs Delivery Excellence

• Complete build-out of C-Suite Support Team in San Diego and Mountain View
• Support M&A and divestiture activities as needed; execute Flex Desk rollouts with zero defects and within ±5% of plan
• Deliver reliable printer program, scalable mobile program (tNPS 90+, within ±5% of budget), and zero-defect Legal Hold management
• Implement AI-enabled care dashboards for RTB decision-making
• Ensure flawless Day 1 and Week 1 onboarding/offboarding experiences for all new hires
• Manage T4I Care Finance within ±5% of budget through rigorous operating mechanisms

8. Large-Scale Events & Executive Presentations

• Own and manage the Intuit Events Space including executive presentations, State of the Company events, annual C-Suite meetings, quarterly Board of Directors meetings, QuickBooks Connect, and other large-scale global events
• Manage in-house and third-party strategic suppliers to deliver flawlessly, on schedule, and within budget
• Ensure white-glove AV/technology support for all executive-facing and company-wide events

Leadership Expectations

• Coach Group Managers to operate at Director-level through increased ownership and delegation
• Implement rigorous operating mechanisms, proactive dashboards, and reduced reactive work
• Expand async workflows to reclaim time across the leadership team
• Reinvest time into strategic growth, skill development, and high-impact initiatives
• Maintain C-Suite confidence through consistent, high-quality executive care delivery and proactive relationship management
• Drive quarterly “AI Impact” showcases where team members present automations they have shipped

Qualifications

What You Bring

Required

• 12+ years of progressive technology leadership
• 5+ years leading global support, service delivery, or technology operations at scale
• Experience leading large blended organizations (FTEs + Contractors) across multiple geographies
• Demonstrated success transforming reactive support into proactive, automated service that still has high employee satisfaction
• Strong experience with AI, virtual agents, endpoint automation, and self healing technology
• C Suite support experience
• Strong financial and vendor management capability
• Deep familiarity with ServiceNow, endpoint platforms, and modern IT service management

Preferred

• Fortune 500 experience
• Experience with Claude, Copilot, or enterprise GenAI platforms
• Asset lifecycle and field workforce support experience
• ITIL v4, Lean, Six Sigma, or MBA

Who You Are

• You are not energized by running yesterday’s support model better.
• You want to build what replaces it.
• You move fast, simplify aggressively, challenge assumptions, and combine bold innovation with disciplined execution.
• You believe the best support ticket is the one that never gets created.

What gets you hired won't be your experience running support. It will be your vision for replacing it.

Come prepared to tell us how you would eliminate half the tickets we receive today, how AI changes the operating model, and what enterprise technology care should look like five years from now.

Why Intuit

This is an opportunity to lead one of the most ambitious AI first technology care transformations in the industry, with visibility across Intuit’s CIO, CTO, and C-suite ecosystem.

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:
San Diego $212,500 - $287,500
Mountain View, CA $245,000- $331,500