Intuit · 4 days ago
Director, Expert Services - Accounting
San Diego, CA
Full-time
Onsite
Lead/StaffIntuit is dedicated to helping customers thrive through expert support. The Director of Expert Services will lead the AI-powered, Expert-led service for Accountant services, focusing on delivering exceptional customer experiences and driving growth.
AccountingFinancial ServicesFinTechPaaSSoftware
Responsibilities
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
Oversee the sourcing, onboarding, and activation of expert teams across virtual touchpoints
Ensure experts are deployed, supported, and scheduled to meet customer needs
Lead ongoing performance and readiness management to ensure high-quality service delivery at every interaction
Develop and execute expert talent profiles, retain and develop top expert talent across our sourcing channels to support long-term business goals
Manage the daily operations of assisted service channels, ensuring consistency, reliability, and responsiveness across locations
Build and scale systems to support expert availability, service scheduling, and location readiness
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 through a unified services delivery approach, blending AI-enabled and human-driven experiences
Establish service quality and delivery experience metrics for high-value customers (VAR 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
Define and execute strategies to deliver a foundation for support excellence (quality, delivery, performance - QDP) , both proactive and reactive, that meet the customer where they need to be met and deliver groundbreaking support expertise that is powered by both AI and Experts
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
Ensure front-line teams are equipped with the tools, training, and support needed to provide an excellent customer experience
Qualification
Required
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
Benefits
Cash bonus
Equity rewards
Benefits
Company
Intuit
Intuit provides financial software solutions to empower individuals and businesses.
Founded in 1983
10001+ employees
H1B Sponsorship
Intuit has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (693)
2024 (550)
2023 (586)
2022 (842)
2021 (773)
2020 (514)
Funding
Current Stage
Public CompanyTotal Funding
$8.52BKey Investors
JP Morgan Chase
2025-01-31Post Ipo Debt· $4.5B
2023-09-12Post Ipo Debt· $4B
2011-01-19Post Ipo Equity· $6.7M
Leadership Team
Sasan Goodarzi
Chief Executive Officer
Alex Balazs
Chief Technology Officer
Recent News
2026-01-22
2026-01-22
Company data provided by crunchbase