Consumer Group Expert Services Operations - Ops Excellence & Partnerships

Ops Excellence & Partnerships Lead

The Expert Network is one of Intuit's largest people organizations, sitting within Expert Services part of the Consumer Group that brings together TurboTax, ProTax Group, and CreditKarma a workforce of tax professionals and financial experts who deliver assisted and full-service tax experiences to millions of customers every year. Getting that workforce built, credentialed, and ready to perform is one of the most operationally complex challenges in the organization, and the Expert Network Center of Excellence (COE) is the function responsible for designing the frameworks that make it possible.

As our Ops Excellence & Partnerships lead, you'll own the infrastructure that brings talent into the Expert Network and sets them up to succeed from the standards that govern how we recruit and credential experts across a diverse, tiered workforce, to the onboarding design that prepares them to deliver, to the operational partnerships with HR, workforce management, and operational teams that keep the people engine running at scale. Where Program Design & Operations defines what experts do in the field, this role ensures the right people are set up to show up and do the best work of their lives.

This role launches at foundational scope with room to grow you'll be establishing the operating model while the broader COE stands up, which means real strategic ownership from the start in an environment that's still taking shape. This role is well suited for someone who is energized by building workforce infrastructure in complexity, skilled at driving alignment across HR, operations, and business partners, and motivated by knowing your work shapes the talent foundation of one of Intuit's most critical customer-facing organizations.

Responsibilities

• Expert Recruiting Framework Design and govern COE's expert recruiting standards, criteria, and evaluation framework. HR and hiring managers execute within the framework; COE sets the bar. Year 1 scope is limited given hiring flux focus is on framework foundations that scale when hiring stabilizes.
• Onboarding & Rostering Design Own the onboarding program design and rostering framework for the expert workforce. Navigate significant system dependencies and Q4-cycle timing constraints to ensure experts are credentialed, rostered, and ready.
• Portfolio PM Wave 2 Lead Wave 2 build of the portfolio PM functions. Year 1 is preparation understanding current state, identifying gaps, and ensuring COE has a seat at relevant governance discussions.
• WFM & Scheduling Liaison Serve as COE's guardrail on workforce management and scheduling decisions. Our operations team focused on workforce management, capacity planning, and staffing strategies owns execution; COE holds the framework and provides oversight on decisions that affect expert readiness or delivery quality.
• Performance & Incentive Operations Partnership Partner with the Performance & Incentive Operations Leader on upstream inputs that feed performance measurement what 'good' looks like in each expert role, Quality Review Team-informed quality benchmarks, and standard work definitions. Ensure COE has visibility at governance checkpoints where expert KPIs and incentive parameters are being set.
• Operational Excellence & Continuous Improvement Identify friction in existing operational frameworks. Drive simplification and improvements that enhance expert experience and operational efficiency.

Qualifications

Experience & Industry Expertise

• 57 years of experience in program management, HR operations, workforce operations, or related fields; experience with large-scale seasonal hiring, expert or advisor workforces, or service delivery operations preferred.
• Demonstrated experience designing operational frameworks with complex system dependencies and multi-team execution. Comfortable operating at partial scope while building for future state.
• Familiarity with rostering systems, recruiting frameworks, or workforce management tools a plus.

Educational Background

• We value knowledge and skills built through experience. Whether your background comes from formal education, industry certifications, professional development, or years of doing the work, what matters is the expertise you bring. Relevant domains include HR operations, talent acquisition, workforce management, onboarding program design, or people operations.

Customer-Centered Mindset

• Understands that how experts are recruited, onboarded, and rostered shapes their capacity to deliver excellent customer experiences. Designs frameworks with the expert experience not just operational convenience as the primary lens.

Program Design & Operational Rigor

• Builds governance frameworks and operating rhythms that work across complex partner landscapes (HR, our operations team (focused on workforce management, capacity planning, and staffing strategies), Service Delivery, Finance). Manages system dependencies and timing constraints with precision the Q4 onboarding cycle has no margin for late starts.
• Comfortable in a seed-role context builds foundational frameworks while maintaining a clear view of full steady-state scope. Proactively identifies Wave 2 dependencies and sets them up for success in Year 1.

Enable Scale & Velocity

• Designs frameworks that operational partners can execute reliably. Builds toward a steady state where COE's guardrail role is clear, consistent, and requires minimal intervention.

Leadership & Collaboration

• Deep cross-functional partnership skills across HR, our operations team (focused on workforce management, capacity planning, and staffing strategies), Finance, Service Delivery, and the Performance & Incentive Operations function. Influences without authority across teams with different mandates and timelines. Communicates framework decisions clearly and builds the trust that makes partnership-based execution work.

Execution Orientation

• Proven ability to manage multiple workstreams in a fast-paced, seasonal environment, delivering measurable business impact. Proactive in anticipating dependencies, risks, and resource gaps, working swiftly to resolve them.

Footer

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 $137,500 - $186,000 Mountain View, CA $147,500- $199,500 New York $131,500- $178,000