About this role
About the Role Intuit is seeking an operationally rigorous, transformation-minded leader to serve as Head of Core & Premium Accountant Support within the Accountant Customer Success organization. This senior role owns the end-to-end support experience for the ProAdvisor core, delivered through a global multi-partner outsourced network and an internal team of QuickBooks experts. It is at the center of a major initiative to transform Accountant support from a tenure-based generalist model into a tiered, credentialed, expertise-driven ecosystem, with accountability for both day-to-day performance and strategic network reshaping. What You'll Do
- Lead the day-to-day performance of a large-scale delivery network and an internal team of QuickBooks experts to support the ProAdvisor base.
- Drive quality and resolution standards and ensure service levels across the outsourced partners and internal resources.
- Shape talent and partner footprint to support a tiered, credentialed ecosystem, aligning with transformation goals.
- Partner with cross-functional teams and stakeholders to scale operations, implement process improvements, and monitor key metrics.
- Define governance, metrics, and continuous improvement programs to meet ambitious quality targets. What We're Looking For
- Operationally rigorous leader with experience in large-scale customer success or support delivery.
- Transformation mindset with a track record of driving programmatic change in service delivery.
- Experience managing multi-partner outsourced networks and global delivery operations.
- Ability to redesign and scale talent and partner ecosystems while maintaining quality and speed.
- Strong communication, stakeholder management, and change management skills.