About this role
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
Intuit is looking for a bold, high impact technology leader to reinvent how we deliver employee technology care at global scale.
You will own the end to end support experience for 50,000+ Intuit workers worldwide, spanning:
- Global IT Care
- Executive and C Suite support
- Employee onboarding
- Endpoint and asset lifecycle
- Legal Hold services
- Support for 25,000+ Live Expert workers
- Large scale executive and company events
This is not a traditional IT support role.
We are moving from reactive, ticket based support to an AI first, proactive, self healing care model where technology resolves issues before employees experience them and human expertise is focused where it creates the most value.
We want a leader who will challenge existing models, form a strong point of view, move quickly, and deliver visible transformation while maintaining world class operational performance.
Responsibilities
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What You Will Own
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- AI-Enabled Self-Help Deflection
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Launch and scale Help@Intuit as the unified AI support front door across Tech, P&P, and Finance
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Shift from human-assisted support to AI-first self-service as the primary channel
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Deliver seamless omnichannel support with a known employee journey from self-service to human assistance
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Introduce and operationalize Employee Effort Score (EES) as a core quality metric alongside tNPS
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Target:
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75%+ Tier 1 contact deflection (from ~60% baseline); 80%+ AI self-service first contact by Q3; tNPS maintained at 93%+
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- Proactive & Predictive Care
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Partner with Endpoint Engineering to operationalize AI- and telemetry-driven self-healing across 80K+ devices
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Deploy silent push/pull remediation campaigns that resolve issues before users are impacted
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Deliver predictive monitoring for 100% of Executive (C-Suite and VP+) devices
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Drive My HuB endpoint dashboard adoption to 40%+ of the workforce
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Target:
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25% reduction in unplanned outages; 60%+ break/fix resolved before ticket submission; 35% Y/Y reduction in Executive incidents
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- Claude Cowork Consulting (New Service)
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Formalize the #claudacity community into a structured internal AI workflow consulting service
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Build and operate the service catalog, intake process, SLA, and a team of certified Cowork Workflow Consultants
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Publish and maintain a Care-owned Claude Skills Library (150+ skills)
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Target:
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50+ en