Director, Virtual Service Delivery - Consumer Group

<div>Opportunity Overview<br/><br/>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, local and in-person service delivery is becoming a core part of how we meet our customers where they are - providing hands-on, human-centered assistance that builds trust, confidence, and success.<br/><br/>We are seeking a highly capable and customer-driven VP of Assisted Services Delivery & Operations to lead the implementation and performance of Intuit's in-person and virtual expert support network. This leader will oversee the activation, coordination, and operational readiness of expert teams across local and digital touchpoints, ensuring a consistent and high-quality service experience.<br/><br/>This is a critical delivery-focused role responsible for helping translate strategy into action - through expert workforce leadership, scalable service execution, and strong cross-functional collaboration. The ideal candidate brings deep experience leading service operations and local fulfillment models, and a passion for delivering meaningful support to customers through in-person and community-based interactions.<br/><br/><strong>Responsibilities</strong><br/><br/>Channel Strategy & Customer Experience<br/><br/>Lead physical location expansion nationwide, closing existing storefronts while launching new sites at speed.<br/><br/>Build a scalable, high-touch, location-based, multi-site, operational model.<br/><br/> Own the in-store experience and local and virtual service delivery models, ensuring they reflect the needs and expectations of our customers.<br/><br/> Drive improvements in how we support customers through local presence - whether through storefronts, scheduled appointments, or hybrid formats.<br/><br/>Partner with brand, product, and operations teams to define service journeys that are intuitive, accessible, and aligned with Intuit's promise of expert help.<br/><br/>Workforce Activation & Management<br/><br/>Oversee the sourcing, onboarding, and activation of expert teams across service locations and virtual touchpoints.<br/><br/>Ensure experts are deployed, supported, and scheduled to meet customer needs throughout and beyond the tax season.<br/><br/>Lead ongoing performance and readiness management to ensure high-quality service delivery at every interaction.<br/><br/>Execution & Service Operations<br/><br/>Manage the daily operations of assisted service channels, ensuring consistency, reliability, and responsiveness across in-person and virtual formats.<br/><br/>Build and scale systems to support expert availability, service scheduling, and location readiness.<br/><br/>Identify and resolve operational challenges, coordinating with cross-functional teams, including marketing, sales, and talent acquisition as needed.<br/><br/>Measurement & Continuous Improvement<br/><br/> Establish service quality and experience metrics for local and assisted service channels.<br/><br/>Use customer insights, service data, and expert feedback to continuously optimize delivery and drive paid conversion.<br/><br/>Support rapid learning and improvement cycles to evolve our in-person service experience.<br/><br/>Cross-Functional Collaboration<br/><br/>Work with senior leadership on location strategy, market opportunities, and store optimization.<br/><br/>Partner with internal teams across workforce planning, customer support, product, and field operations to align on delivery goals.<br/><br/>Ensure front-line teams are equipped with the tools, training, and support needed to provide an excellent customer experience.<br/><br/>Collaborate with design and product teams to identify opportunities for better customer outcomes through local service models.<br/><br/><strong>Qualifications</strong><br/><br/>Previous experience in service delivery, store operations, or workforce leadership roles.<br/><br/>Track record of building, opening, and leading community-based, retail, or in-person service operations, ideally in a high-volume, customer-facing environment.<br/><br/>Demonstrated experience delivering high-quality, people-centered service experiences at scale.<br/><br/>Ability to define and improve operational processes in a dynamic, fast-paced environment.<br/><br/>Strong business acumen and understanding of service delivery models and customer engagement across physical and virtual channels.<br/><br/>Demonstrated success in activating and managing distributed or seasonal teams, including scheduling and performance oversight.<br/><br/>Comfortable working cross-functionally in a highly matrixed structure and influencing without authority to drive execution.<br/><br/>Exceptional communication and collaboration skills, including with senior leadership.<br/><br/>Has an entrepreneurial mindset and is comfortable working with ambiguity and thrives in environments that value speed.<br/><br/>Passion for helping people and improving customer outcomes through hands-on support.<br/><br/>Bachelor's degree in Business, Operations, or a related field; advanced degree a plus.<br/><br/>Footer<br/>Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This 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 ). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. <br/> The expected base pay range for this position is: <br/> San Diego $196,500 - $266,000</div>