Director, Operational Excellence – Modern Operations

Intuit’s Expert Network is the operational engine powering how millions of consumers and small businesses connect with the expertise they need to achieve financial confidence. Our Expert Network Services team operates at extraordinary scale — enabling $3B in services revenue, supporting approximately 50,000 experts and managers across a large, virtual workforce, and overseeing more than $1B in annual workforce spend.

The Modern Operations organization is the operational backbone of the Expert Network. We own the systems, processes, and people infrastructure that power how experts are sourced, deployed, enabled, and measured at scale — across a workforce that reaches 35,000+ at peak.

Today, three previously separate functions — continuous improvement, business systems analysis, and intelligent process automation — are being unified under a single Director to close the gap between identifying operational waste and fixing it. This role is the connective tissue between strategy and execution across Intuit’s most complex service environment.

We are looking for an exceptional Director to lead Operational Excellence within Modern Operations, reporting directly to the VP of Modern Operations.

This is a senior leadership role with substantial enterprise scope — you will own end-to-end operational and technical improvement across Consumer Group and GBSG service lines, with direct accountability for the systems, teams, and outcomes that enable Intuit’s expert workforce to operate at peak efficiency.

You will lead a team of approximately 64 employees across six group managers, spanning continuous improvement practitioners, BSA and IPA engineers, quality, and data science.

You will partner directly with the Virtual Expert Platform (VEP), CG and GBSG business unit leaders, service delivery, and product teams — and will serve as the authoritative voice on how operational improvements are designed, prioritized, and delivered at scale.

This role demands a thought leader, a systems thinker, and a decisive operator — someone equally comfortable making autonomous architectural decisions and presenting a 50,000-foot strategic view to senior leadership. This is not a role for someone who waits to be told what to build. The right person sees the operational problem, designs the solution, and leads their organization to deliver it.

Responsibilities

• Unify and lead the end-to-end improvement system — Consolidate three previously separate functions — continuous improvement, BSA, and IPA — under one operating model. Eliminate friction between requirement generation and technical delivery so the organization moves faster, prioritizes better, and executes with fewer handoff gaps.
• Own technical solution design for the Expert Network — Serve as the authoritative technical thought leader for how operational challenges are translated into scalable solutions. Partner with VEP and internal platform teams to define direction, cut through ambiguity, and ensure implementation happens at the pace the business demands.
• Drive measurable operational performance — Lead CI and quality programs that produce tangible outcomes: speed to resolution, IPA adoption rates, BSA cycle time reduction, quality score consistency across CG and GBSG, and lean waste reduction tracked through the Thrive vertical model.
• Build and scale automation capability — Lead the Intelligent Process Automation team responsible for building workflow automation for experts and managers. Prioritize in-season needs that platform teams cannot absorb, and develop a roadmap that systematically reduces manual operational burden at scale.
• Set vision and lead transformation — This organization is mid-transformation. Define what’s next, bring the team along, and make autonomous decisions about direction. Identify where the talent, structure, and systems need to evolve — and execute on it.
• Influence and align cross-functional leaders — Build strong working relationships with CG and GBSG BU leaders, service delivery, product, and data science partners. Translate complex technical and operational realities into clear narratives for senior stakeholders, including CEO staff.
• Build and sustain leadership depth — Attract, develop, and retain high-caliber technical and operational talent. Build succession pipelines across a 64-person organization and ensure the team is structured to scale with the Expert Network’s growth trajectory.
• Lead through peak-season pressure — Guide a large, technically complex organization through the cyclical demands of a tax-season business. Make rapid, sound decisions under pressure while maintaining operational stability and team confidence.

Qualifications

• 10+ years of progressive leadership experience, including managing large, technically complex organizations in SaaS environments
• Demonstrated track record of building operational or technical systems from the ground up — zero-to-one experience is a meaningful differentiator here
• Deep technical fluency: direct experience with BSA, IPA, workflow automation, or technical solution design in a scaled operations context
• Proven ability to operate across the full altitude spectrum — from ground-level expert workflow design to executive-level strategic narrative
• Experience leading organizations through consolidation, transformation, or operating model change — with measurable outcomes on the other side
• Strong track record in metrics-driven environments with accountability to KPIs such as speed to resolution, IPA adoption rates, quality scores, and BSA cycle time
• Ability to influence and align senior, cross-functional stakeholders, including C-suite audiences
• Exceptional communication skills — able to distill technical complexity into compelling, action-oriented narratives for executive audiences
• Bachelor’s degree in a technical discipline; advanced degree (MBA, MS) preferred
• Deep commitment to building diverse, inclusive, and high-performing teams

Preferred

• Background in operations, technology, product management (technical), or engineering leadership in a SaaS or consumer technology company
• Experience managing large virtual or distributed workforces at scale (10,000+ headcount environments)
• Familiarity with AI-driven service delivery platforms, intelligent automation, or workforce management systems
• Prior experience at Amazon, AWS, Salesforce, ServiceNow, Google, Microsoft, or comparable FAANG or SaaS organizations

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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: