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Program Design & Operations 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. The Expert Network Center of Excellence (COE) is the function responsible for designing the standards, frameworks, and strategy that enables that workforce to deliver consistently excellent experiences across every business line and season.

As our Program Design & Operations lead, you'll own the operational backbone that the Expert Network runs on. That means designing and governing the service delivery standard work, setting the quality framework that defines what 'good' looks like at the program level, and owning the tax content and knowledge management infrastructure that keeps our workforce accurate, confident, and current. This is a diverse workforce spanning multiple roles, expertise levels, and delivery models the frameworks you design need to account for that breadth and translate into clear, executable standards across the full range of how we serve customers.

This role is well suited for someone who thrives on building the systems others execute from, brings rigor to complex program design, and is energized by work that directly shapes how experts show up for customers at the moments that matter most.

Responsibilities

• Service Delivery Standard Work Design, document, and govern the SD standard work playbook that Service Delivery teams execute each season. Own the framework end-to-end ensure it's current, consistently applied, and ready before each peak period. The Q3 tax season (FebApr) is the non-negotiable anchor.
• Quality Review Team Programmatic Layer Own the Quality Review Team framework at the program level setting quality standards, defining calibration benchmarks, and closing the quality loop across Service Delivery. Partner with Service Delivery Group Managers on calibration cycles. Service Delivery executes the reviews; you govern the framework and ensure Quality Review Team data drives meaningful improvement.
• Tax Content & Knowledge Management Own end-to-end tax content strategy and the knowledge management infrastructure supporting experts across all business lines. Ensure content is current, accurate, and enables expert confidence. Content governance stays COE regardless of delivery tooling.
• Cross-Season Readiness Planning Drive readiness planning across all three annual peaks. Coordinate with Service Delivery, Learning & Development, and partner teams to ensure standard work, content, and quality frameworks are in place before each season. Proactively identify and resolve gaps before they become in-season risks.
• Service Recovery Partnership Partner with Service Recovery teams and the Office of the President on preventing quality and service escalations before they occur. Service Recovery addresses quality and experience failures not technical or tool issues and COE's standard work, Quality Review Team frameworks, and content infrastructure are the upstream inputs that determine whether those escalations happen in the first place. Ensure COE's frameworks are continuously informed by service recovery signals and trends.
• Framework Governance & Continuous Improvement Maintain authoritative documentation for all Program Design workstreams. Identify gaps and drive simplification with a continuous improvement mindset. Build capability in Service Delivery leaders to sustain operational excellence.

Qualifications

Experience & Industry Expertise

• 57 years of experience in program management, service delivery operations, content strategy, or related fields; experience in tax services, financial services, or SaaS preferred.
• Demonstrated experience designing and governing operational frameworks or standards at scale with ownership from design through governance.
• Familiarity with knowledge management systems, quality assurance frameworks, or content strategy for expert or advisor workforces a strong 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 service delivery operations, quality program management, content strategy, knowledge management, or seasonal workforce programs.

Customer-Centered Mindset

• Connects every framework design decision to what it means for experts and the customers they serve. Understands that the quality of the standard work COE designs is the quality ceiling for expert delivery.

Program Design & Execution Rigor

• Proficient in developing program plans, governance models, and operating rhythms that sustain performance across high-stakes, seasonal cycles. Skilled at managing complex interdependencies and proactively surfacing risks before they become in-season blockers.
• Applies a continuous improvement mindset identifies friction, simplifies processes, and builds frameworks that others can execute reliably without constant COE involvement.

Enable Scale & Velocity

• Builds repeatable frameworks and templates that scale across the Expert Network. Defines standards that outlast any single program cycle.

Leadership & Collaboration

• Strong cross-functional partnership skills across Service Delivery Group Managers, L&D, our operations team (focused on workforce management, capacity planning, and staffing strategies), and technology teams. Communicates complex operational frameworks clearly. Leads through influence Service Delivery executes your frameworks because they trust the design.

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.

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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