Director, Service Delivery — Services & Workforce Solutions

Overview

Intuit’s Money Services business is one of the fastest-growing areas within the Global Business Solutions Group (GBSG) - and this is the operational leadership seat that has to match that growth. As Director, Service Delivery, you will own the end-to-end delivery engine powering our Money Services and Workforce Solutions customer experience: workforce management, expert onboarding, payment services and payroll tax operations.

You report directly to the VP of Expert Service Delivery and lead a large, multi-layered organization (leaders of leaders) accountable for customer satisfaction, operational efficiency, and compliance at enterprise scale.

We’re in the middle of a full transformation from a software company to an AI-driven expert platform. GBSG revenue grew 18% in Q2 FY26, with online services revenue up 18% driven by growth in money and payroll offerings. Intuit Enterprise Suite (IES) new contracts grew 50% QoQ, and the mid market sales team grew 30%. The scale, complexity, and pace ahead of us are unlike anything this organization has operated in before.

That Director is coming in to build and scale, not to maintain. Intuit’s recent acquisition of GoCo brings world-class HR and benefits capabilities into the platform, creating a single solution to manage the full employee lifecycle. The scope of this role will only grow. That is a compelling mandate for a top-tier operator who wants ownership, upside, and a seat at a table that matters.

• 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. Redesigning 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

• Multi-thousand-person scale. Has led through multi-thousand-person organizations or ecosystems, with…