Consumer Group Expert Services Operations - AI & Technology Enablement

Job title: Consumer Group Expert Services Operations - AI & Technology Enablement

Company Overview Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.

Job Overview The Expert Network's ability to operate efficiently and stay ahead of what's possible for how we serve customers depends on having the right technology infrastructure in place. As our AI & Technology Enablement lead, you'll own that layer for Center of Excellece — managing the systems and platforms the team runs on, governing the escalation ecosystem that surfaces and resolves critical issues across the organization, and representing the Expert Network's interests in conversations with product and engineering teams about where technology investment should go. You'll also lead COE's readiness as AI capabilities continue to mature within Intuit, building the frameworks that position the Expert Network to adopt new tools effectively as they become available.

This role is well suited for someone who operates comfortably at the intersection of technology and operations — someone who can translate technical complexity into operational clarity, build credibility with product and engineering partners, and see technology not as the end goal but as the lever that enables experts to do their best work.

Responsibilities

• Tech Stack & Tooling Operations — Manage and govern the full technology stack supporting COE day-to-day operations. Partner with IT and product teams for access, integrations, and support. Ensure systems enable rather than create friction for COE teams and the experts they support.

• Escalation Ecosystem — Infrastructure & Process Design — Own the technology infrastructure and process design for the cross-org escalation system. Ensure escalations across the Expert Network are tracked, routed, and resolved systematically. This is the infrastructure that makes escalation intelligence visible and actionable for COE leadership and Service Delivery.

• Tech Team Partnerships — Represent COE's interests in product and engineering conversations. Ensure COE needs are reflected in roadmaps and technology investments align with expert experience goals. Build strong working relationships with key product teams early in Year 1 — this role's effectiveness depends on earning a seat in those conversations.

• AI Integration & Readiness — Stay ahead of Intuit's AI product roadmap as it relates to expert and COE workflows. Develop a readiness framework that positions