Director, Service Delivery — Money Services & Workforce Solutions

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
• Lead AI-enabled transformation as an organizational change challenge, not a technology project
• Redesign 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
• 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
• 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
• 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
• 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

• Scale & Complexity of Experience
• 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 & AI Leadership
• Treatment of 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.
• Operating & Leadership Capability
• Demonstrated experience delivering high-quality, people-centered service experiences at scale.
• Defined and improved 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.