Director, Expert Network Operations

Intuit is the global financial technology platform that powers prosperity for over 100 million consumers and businesses across Turbo Tax, Credit Karma, Quick Books, and Mailchimp. Behind that promise sits Intuit Customer Success (ICS) — the organization that connects tens of thousands of experts to customers at the moments that matter most.

We are looking for a Director, Expert Network Operations to own end-to-end planning and workforce operations for ICS. This leader is accountable for turning ~$1.5B in annual service spend and a network of 40,000+ experts into the right capacity, in the right place, at the right time — across both our Small Business (GBSG) and Consumer segments, and across peak events that can double service demand in a single day.

This is not a traditional staffing role. We are rebuilding WFM as an AI-native, autonomous operating capability: forecasting, capacity, scheduling, and intraday decisions increasingly driven by models rather than manual effort. You will lead a global organization of 45+ FTE and 50+ CWs across the U.S. and India — including data scientists and business analysts— and partner across Product, Engineering, Finance, and Service Delivery to build a Workforce Management Center of Excellence for the enterprise.

• Own the full planning stack — long-range capacity, annual and quarterly operating plans, peak/seasonal planning, scheduling, and real-time/intraday management — for a multi-segment, multi-geography expert network.

• Set the forecasting and capacity strategy end to end: demand and volume forecasting, supply modeling, occupancy and shrinkage optimization, and routing decisions that balance customer experience against cost.

• Lead the shift from manual WFM to autonomous operations — partnering with Product and Technology to embed predictive and prescriptive models into the planning and intraday decision loop, and to instrument the outcomes those models drive.

• Own the WFM P&L lens at ~$1.5B scale: quantify trade-offs between service level, cost, and expert experience, and translate them into decisions leadership can act on.

• Drive the growth of Services business for Intuit through leveraging the expert operations at the optimal cost structure.

• Run the operating cadence — planning cycles, business reviews, and peak readiness — with clear risks, dependencies, and outcomes surfaced to VP/SVP stakeholders.

• Build and scale the WFM Center of Excellence: consolidate fragmented planning and operations into one platform, one data model, and one set of standards across segments.

• Lead, grow, and develop a global org across the U.S. and India, including an India-based command center; build the bench and raise the analytical and AI fluency of the team.

• Partner cross-functionally with Service Delivery, Finance, Product, Engineering, and HR to align capacity plans to business goals and to remove friction between highly technical and operational teams.

• 10+ years of progressive experience in workforce management, capacity planning, operations strategy, or a related field, including experience leading large, global teams in a complex, scaled operating environment.

• Demonstrated ownership of enterprise-scale service operations — ideally $1B+ in spend and/or thousands of frontline experts — across multiple geographies and lines of business.

• Deep expertise running operating cadences (planning cycles, business reviews, peak readiness) for a scaled business unit.

• Fluency in applying advanced scientific and statistical methods — forecasting, predictive and prescriptive modeling, optimization — to enable data-backed decisions at scale, and the judgment to know which method fits which problem.

• Track record of moving operations from manual, reactive execution toward model-driven, autonomous decisioning — and of measurably improving forecast accuracy, occupancy, and routing outcomes.

• Ability to set the technical direction for a WFM data and modeling stack and to hold a team accountable to it, without needing to build every model yourself.

• Proven…