**Overview** 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. **What you'll bring** + Previous experience in service delivery or workforce leadership roles. + Demonstrated experience delivering high-quality, people-centered service experiences at scale. + Ability to define and improve operational processes in a dynamic, fast-paced environment. + Strong business acumen and understanding of service delivery models and customer engagement across virtual channels. + Comfortable working cross-functionally in a highly matrixed structure and influencing without authority to drive execution. + Exceptional communication and collaboration skills, including with senior leadership and delivery partners . + Has an entrepreneurial and business growth mindset and is comfortable working with ambiguity and thrives in environments that value speed. + Passion for helping people and improving customer outcomes through hands-on support. + Bachelor’s degree in Business, Operations, or a related field; advanced degree a plus. **How you will lead** **Growth & Retention Strategy & Customer Experience** + Operationalize and scale expert led growth initiatives as designed by the segment teams. + Own the services delivery experience and models, ensuring they reflect the needs and expectations of our customers. + Drive improvements in how we deliver world class expert led services to our mid market customers either through Intuit badge employee or providers. + Partner with customer success and experience and expert network teams to define service journeys that are intuitive, accessible, and aligned with Intuit’s promise of expert help. **Workforce Activation & Management** + Oversee the sourcing, onboarding, and activation of expert teams across virtual touchpoints. + Ensure experts are deployed, supported, and scheduled to meet customer needs + Develop and execute expert talent profiles, retain and develop top expert talent across our sourcing channels to support long-term business goals. **Execution & Service Operations** + Identify and resolve operational challenges, coordinating with cross-functional teams, including operations, customer success, talent acquisition, learning and development, partners, and operational excellence. + Deliver Scaled Operations Across all services (Live Services, IES, Product Support and future offerings) through a unified services delivery approach, blending AI-enabled and human-driven experiences. **Measurement & Continuous Improvement** + Establish service quality and delivery experience metrics for high-value customers (mid market and accountant assisted service channels. + Use customer insights, service data, and expert feedback to continuously optimize delivery and drive speed to benefits for our customers. + Support rapid learning and improvement cycles to evolve expert led service experience. **Cross-Functional Collaboration** + Work with senior leadership on growth and retention strategy, market opportunities, and service delivery optimization. + Partner with internal teams across workforce planning, partner management, customer success and experience, recruitment, learning and development, finance to align on delivery goals. Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is: Southern California $229,500.00 - 310,500.00This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits).Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing pay equity for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.