Consumer Group Expert Services Operations - Business Line Strategy

Responsibilities

• Cross-Domain Business Line Strategy
  - Hold the cross-domain strategic view across all Turbo Tax business lines. Define how COE strategy connects to each BL's unique customer calendar, delivery model, regulatory environment, and expert readiness requirements. Ensure consistency across segments while honoring what makes each distinct.

• Business Line Coordination & Partnership
  - Serve as the primary COE contact for Group Managers across your assigned business lines. Build trusted relationships that enable Group Managers to provide meaningful strategy input while COE retains design ownership. Translate stakeholder perspectives into actionable strategic direction.

• Translate Strategy to Expert Standards
  - Develop and document COE strategy that defines how experts across each business line should deliver for customers. Ensure standards are clear, grounded in operational reality, and executable within Service Delivery's structure.

• Drive Action Through Storytelling
  - Craft compelling narratives connecting COE strategy to business outcomes and expert experience improvements across all Service Delivery leaders. Communicate actionable recommendations in ways that drive alignment - not just awareness. Use BL performance data, VOC, and expert feedback to make the case.

• Champion Emerging & High-Complexity Business Lines
  - Lead COE strategy development for Retail/Local and other emerging segments where no prior playbook exists. For PTG, Credit Karma, and Canada, ensure COE strategy accounts for distinct regulatory, delivery model, and expert profile requirements.

• Monitor BL Performance & Adapt Strategy
  - Stay close to customer and expert signals across all assigned business lines. Use listening post data to continuously refine strategy. Surface emerging trends, risks, and gaps before they become execution problems for Service Delivery.

• 5-7 years of experience in customer experience strategy, service delivery operations, program management, or related fields; direct experience in tax, financial services, or multi-segment consumer services strongly preferred.

• Demonstrated experience working across multiple business lines or customer segments simultaneously - synthesizing divergent needs into coherent, executable strategy.

• Familiarity with expert or advisor workforce models, delivery model design, or multi-BL coordination a strong plus.

• 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 tax or financial services, multi-segment business strategy, customer experience strategy, or business line management. Direct experience in tax, accounting, or financial services is particularly relevant to this role.

• Deep commitment to understanding expert and customer needs as the foundation for every strategic decision. Proven ability to synthesize quantitative and qualitative data from listening posts - VOC, BL performance data, M3 input - into insights that drive action.

• Translates multi-BL business strategy into well-defined programmatic COE standards. Brings an outside-in perspective; benchmarks across BL segments and delivery models. Comfortable building strategy where no prior playbook exists.

• Ramps quickly in new BL domains. Simplifies complex, multi-segment strategy problems and develops actionable recommendations. Shapes COE's strategic posture toward new and emerging business models (Retail/Local).

• Links cross-BL strategic priorities to standards that Service Delivery can execute. Identifies data-driven trade-offs and flags where BL complexity creates execution risk before it becomes an in-season problem.

• Strong track record of building trusted relationships and influencing without authority across Group Managers, all Service Delivery leadership, product teams, and COE leadership. Outstanding verbal, written, and presentation skills. Comfortable in high-stakes alignment conversations across divergent stakeholder groups.

• Proven ability to manage multiple work streams in a fast-paced, seasonal environment, delivering measurable business impact. Proactive in anticipating dependencies, risks, and resource gaps, working swiftly to resolve…