Group Manager, Core & Premium Accountant Support

About the Role

We are seeking an operationally rigorous and transformation-minded leader to serve as Group Manager, Core & Premium Accountant Support — a foundational role within our Accountant Customer Success organization. This leader owns the end-to-end support experience for the core of our ProAdvisor base, delivered through a multi-partner outsourced delivery network spanning globally, alongside an internal team of QuickBooks experts. This is a senior leadership role at the center of a major initiative to transform Accountant support from a tenure-based generalist model into a tiered, credentialed, expertise-driven ecosystem. The leader will be accountable both for the day-to-day performance of a large-scale delivery network and for the structural reshaping of that network's talent and partner footprint to meet ambitious new quality and resolution standards. This role is driven by operational excellence at scale, partner governance, and the disciplined execution of a workforce transformation across both outsourced and internal teams. What You'll Do

• Own end-to-end service delivery and KPI performance (customer satisfaction, issue resolution, service quality, handle time, transfer rate) for the Core and Premium Accountant segments across all delivery sites and partners.
• Lead and govern a multi-partner outsourced delivery network, holding partners accountable to performance standards, contractual commitments, and a consistent performance management framework.
• Directly manage an internal team of Intuit-badged experts, owning their performance, development, and integration into the broader delivery model under the appropriate internal policies.
• Transform Accountant Support, evolving the staffing footprint toward credentialed talent markets.
• Drive the elevated-expertise transformation at scale: partner with Learning & Development, Recruiting, and Workforce Management to operationalize new hiring profiles, accelerated onboarding, credentialing pathways, and skills-gap remediation for the existing team.
• Lead data-informed, site-level strategic decisions on footprint, capacity, and talent allocation.
• Manage demand and capacity planning across the network in partnership with Workforce Management, balancing service levels, unit economics, and an evolving talent mix.
• Serve as a senior escalation point for systemic delivery issues, performance interventions, and partner site risks.