Director, Intuit Academy

Position Title:

Director, Intuit Academy

Reports to:

Vice President, Expert Services

Organization:
Customer Success

Location:

San Diego, CA (preferred);
Mountain View, CA

Intuit Academy is building the future of consumer and expert development — at scale — to deliver on Intuit's strategy of an AI-driven Expert Platform that powers prosperity. As Director, Intuit Academy, you will own the strategy, design, and delivery of expert learning capabilities — the programs, curriculum, content, and learner experience — that prepare our 40,000+ global experts to deliver awesome service to our customers.

This is a senior leadership role that requires both strong functional ownership and the sound judgment and influence to operate effectively in a highly matrixed organization. You will own the learning capability end-to-end: what experts need to know, how they build proficiency, and how their experience is designed. You'll partner closely with Product and Engineering, who own the underlying technology platform, translating expert readiness needs into clear priorities and requirements for them to build against.

The nature of expert work itself is changing — from performing the work directly to overseeing, reviewing, and validating AI-assisted work — across our Assisted, Mid-Market, and Done-for-You experiences. This role owns preparing our experts for that shift, at speed and without an established playbook.

You'll lead a global team of strategists, designers, and content creators — working cross-functionally across Product, Service Delivery, Engineering, Analytics, and Talent — to ensure expert learning drives measurable business impact. This isn't just a job — it's meaningful work that creates opportunity, careers, and customer delight.

Responsibilities

• Own the strategy and vision for Intuit Academy's learning capability— curriculum, content, programs, and learner experience — aligned to enterprise growth goals and the future of work.

• Lead a team of 30+ FTEs and 50+ contractors across product, content design, strategic learning consulting, innovation, and operations, driving scale and impact across multiple business units (e.g., Turbo Tax, Pro Tax, Quick Books, Mailchimp).

• Partner closely with the owners of the learning technology platform(Product and Engineering), translating expert readiness needs into clear priorities, requirements, and success measures — without owning the platform's architecture or build.

• Make investment and prioritization trade-offs across the expert lifecycle (sourcing, onboarding, in-role development, and retention) in partnership with Service Delivery.

• Build and own learning programs to serve various employee types and partners.

• Lead the transformation of the expert workforce from performing the work directly to overseeing and validating AI-assisted work, translating how the work itself is changing into what experts need to learn, at speed.

• Simplify and consolidate the learning delivery model across expert segments and business units — improving throughput and measurable proficiency outcomes rather than adding more programs or tools.

• Ground learning design in downstream customer outcomes— service quality and resolution effectiveness — rather than completion or certification metrics alone.

• Anticipate and design for how expert roles and skill needs will evolveas our service model advances, building new learning approaches ahead of need rather than reacting after the fact.

• Own the transformation of content development operations, including managed service provider strategy and integration with performance-focused product training teams.

• Own delivery of learner experience and speed to proficiency— the core business outcome for this role.

• Contribute to Intuit's broader…