Head of Core & Premium Accountant Support

Responsibilities

• Own end-to-end service delivery and KPI performance (customer satisfaction, issue resolution, service quality, handle time, transfer rate) for the Core and Premium Accountant segments across all delivery sites and partners.
• Lead and govern a multi-partner outsourced delivery network, holding partners accountable to performance standards, contractual commitments, and a consistent performance management framework.
• Directly manage an internal team of Intuit-badged experts, owning their performance, development, and integration into the broader delivery model under the appropriate internal policies.
• Transform Accountant Support, evolving the staffing footprint toward credentialed talent markets.
• Drive the elevated-expertise transformation at scale: partner with Learning & Development, Recruiting, and Workforce Management to operationalize new hiring profiles, accelerated onboarding, credentialing pathways, and skills-gap remediation for the existing team.
• Lead data-informed, site-level strategic decisions on footprint, capacity, and talent allocation.
• Manage demand and capacity planning across the network in partnership with Workforce Management, balancing service levels, unit economics, and an evolving talent mix.
• Serve as a senior escalation point for systemic delivery issues, performance interventions, and partner site risks.
• Establish and govern a consistent performance management cadence (business reviews, performance-band reviews, calibration) across all partners and internal teams, ensuring a single standard for coaching, accountability, and underperformer action.
• Partner cross-functionally with Product, Finance, Workforce Management, and Partner Management to align delivery capability with program milestones and isolate initiative-attributable performance gains amid concurrent product changes.
• Develop clear, data-backed business cases to justify investment in credentialed hiring, training, and headcount, connecting service delivery outcomes to partner growth and platform adoption.
• Provide executive-level reporting and thought leadership on the readiness, risks, and trajectory of the support transformation.

  Qualifications

  • 15+ years of experience in service delivery, contact center operations, or customer success in a senior people leadership role.
  • Scaled Operations Leader: Proven track record managing large, distributed service organizations and delivering against quality, resolution, and productivity KPIs at high contact volume.
  • Outsourced Partner Management: Deep experience managing outsourced delivery partners across multiple geographies — including performance governance, contractual accountability, and multi-site footprint decisions.
  • Hybrid Workforce Management: Demonstrated ability to lead both vendor-managed and internal/badged employee teams, navigating the different management, policy, and accountability models each requires.
  • Transformation & Change Leader: Experienced leading complex operational and workforce transformation at scale — including hiring-profile shifts, training redesign, and location strategy — in high-change environments.
  • Data-Driven Operator: Strong command of operational analytics; able to translate performance data into targeted interventions, site strategy, and investment cases.
  • Boundaryless Leader: Strong cross-functional influence across Product, Finance, Workforce Management, Learning & Development, and Partner Management.
  • Team & Talent Builder: Proven history of hiring, developing, and leading high-performing leaders and frontline teams; experience building leadership pipelines across a multi-layer organization.
  • Communication & Stakeholder Management: Exceptional written and verbal communication, with the ability to tailor messaging to partners, frontline experts, and executive leadership.
  • Domain Experience (Preferred): Prior experience in accounting, tax, bookkeeping, or financial services support is a strong advantage.
  • Bachelor's degree or equivalent practical experience; MBA or focus in Accounting/Finance/Operations is a plus.