About this role
About the Role Intuit’s Expert Network powers prosperity for consumers and small businesses at scale. The Consumer Group Services organization is growing rapidly, and this role leads Local Service Delivery for that group, building and operating an omni-channel, in-person engine as Intuit expands its physical retail presence across the top markets. What You'll Do
- Lead the Local Service Delivery for the Consumer Group within Intuit's Expert Network Services, overseeing in-person customer interactions and local delivery at scale.
- Drive the omni-channel, in-person service strategy and operations to align with the AI-driven expert platform and revenue goals.
- Partner with retail expansion efforts (40 retail locations and 600+ local tax offices) to design and scale local service delivery in top markets.
- Manage and develop a large distributed network (roughly 50,000 experts and managers) to ensure high-quality service, performance metrics, and ~3B in services revenue.
- Collaborate cross-functionally with product, operations, sales, and retail teams to optimize the local service experience and outcomes.
- Build a high-performing, customer-centric culture that delivers prosperity to customers and communities. What We're Looking For
- Senior leadership experience in customer success, field operations, or distributed services.
- Track record scaling omnichannel, in-person/local service networks and operating at scale across multiple markets.
- Strategic, data-driven leader with ability to influence executive stakeholders and partner across functions.
- Effective communicator who can align product, operations, and retail teams to drive outcomes across a national footprint. Nice to Have
- Experience with retail store operations or local service offices; familiarity with AI-driven platforms and large-scale services businesses.