Consumer Group Expert Services Operations - Program Design & Operations

Overview

The Expert Network is one of Intuit's largest people organizations, sitting within Expert Services — part of the Consumer Group that brings together Turbo Tax, Pro Tax Group, and Credit Karma — 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.

The Expert Network is one of Intuit's largest people organizations, sitting within Expert Services — part of the Consumer Group that brings together Turbo Tax, Pro Tax Group, and Credit Karma — 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.

• 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 (Feb-Apr) 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 work streams. Identify gaps and drive simplification with a continuous improvement mindset. Build capability in…