Program Design & Operations Lead

Job title: Program Design & Operations Lead

Consumer Group Expert Services Operations - Program Design & Operations

Category Customer Success, Customer Experience

Location

San Diego, California; Atlanta, Georgia; Frisco, Texas; Mountain View, California; New York, New York

Job ID 23111

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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 is one of Intuit's largest people organizations, sitting within Expert Services — part of the Consumer Group that brings together TurboTax, ProTax Group, and CreditKarma — a workforce of tax professionals and financial experts who deliver assisted and full-service tax experiences to millions of customers every year. The Expert Network Center of Excellence (COE) is the function responsible for designing the standards, frameworks, and strategy that enables that workforce to deliver consistently excellent experiences across every business line and season.

As our Program Design & Operations lead, you'll own the operational backbone that the Expert Network runs on. That means designing and governing the service delivery standard work, setting the quality framework that defines what "good" looks like at the program level, and owning the tax content and knowledge management infrastructure that keeps our workforce accurate, confident, and current. This is a diverse workforce spanning multiple roles, expertise levels, and delivery models — the frameworks you design need to account for that breadth and translate into clear, executable standards across the full range of how we serve customers.

This role is well suited for someone who thrives on building the systems others execute from, brings rigor to complex program design, and is energized by work that directly shapes how experts show up for customers at the moments that matter most.

Responsibilities

• Service Delivery Standard Work — Design, document, and govern the SD standard work playbook that Service Delivery teams execute each season. Own the framework end-to-end — ensure it's current, consistently applied, and ready before each peak period. The Q3 tax season (Feb–Apr) is the non-negotiable anchor.

• Quality Review Team — Programmatic Layer — Own the Quality Review Team framework at the program level — setting quality standards, defining calibration benchmarks, and closing the quality loop across Service Delivery. Partner with Service Delivery Group Managers on calibration cycles. Service Delivery executes the reviews; you govern the framework and ensure Quality Review Team data drives meaningful improvement.

• Tax Content & Knowledge Management — Own end-to-end tax content strategy and th