Intuit is a global platform company that is on a mission to power prosperity around the world for consumers, small businesses and the self-employed. Across our leading brands – Turbo Tax, Credit Karma, QuickBooks, and Mailchimp – Intuit serves over 100M customers and is one of the few companies in the world to have both a thriving consumer and small business ecosystem. Intuit is known for its innovative track record, customer centricity, and its consistent recognition as a top place to work.
Today, serving more than 100 million customers worldwide with TurboTax, Credit Karma, QuickBooks and Mailchimp, Intuit helps put more money in consumers’ and small businesses’ pockets, saving them time by eliminating work, and ensuring they have confidence in every financial decision they make.
At Intuit, everything starts with the customer – they never stop listening to customers so they can understand both their dreams and the challenges they face and then get to work using technology to solve their most important problems.
Intuit is empowering a global engineering community by empowering teams to take risks, push boundaries, and generate code that transforms financial management. Their goal is a global work environment that contributes to the broader developer community and engages top talent in all aspects of the engineering lifecycle. Events like Global Engineering Days and Tech Con assemble the global tech community to learn, share, and inspire through collaborative activities, technology tracks, and code challenges. Currently, Intuit has 6,000 Technologists, 80+ open-source repos and 16 development sites.
Opportunity Overview
The Customer Success Organization at Intuit is dedicated to helping our customers thrive by ensuring they get the support they need, when and where they need it. As we expand access to expert support, our mid-market opportunity is massive, and makes up approximately half of the $185B global business TAM. This role is expected to play a critical role in how we reimagine the support and services for Mid-Market customers (existing markets and new industries) to significantly accelerate Intuit’s growth and put us on the map as a company that is fueling the success of larger, more complex businesses.
We are looking for a highly capable, customer-focused Director of Services Delivery for our Mid-Market customers. This role involves leading our AI-powered, Expert-led service, which includes product support and customer growth/retention programs. The successful candidate will be responsible for delivering world-class expertise and experiences to Mid-Market customers, driving ecosystem adoptio, speed to benefits and Intuit's growth. This leader will also oversee the activation, coordination, and operational readiness of both internal and BPO expert teams, ensuring a consistently high-quality service experience.
The Director, Expert Network Service Delivery will drive the vision and strategy for expert-led service offerings within our Mid-Market Products and Services. This pivotal role is responsible for differentiating our services in the marketplace.
Leading a team of Experts, this individual will ensure the delivery of world-class, impactful customer experiences. The Director will also provide operational and thought leadership by establishing service delivery strategy, overseeing expert readiness and performance, and ensuring service quality, delivery, and performance (QDP) at scale for Mid-Market customers. A key aspect of this role is leveraging our AI-powered virtual expert platform to deliver transformative "done-for-you" experiences.
This vital, delivery-focused role is responsible for translating strategy into action. This is achieved through expert workforce leadership, scalable service execution, customer and retention programs, and robust cross-functional collaboration. The ideal candidate possesses extensive experience leading service operations and a strong commitment to providing value-added support to customers through expert-led interactions.