Director, Partner Service Delivery – Consumer Group

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.