Intuit Inc

Director, Expert Network - Workforce Management

Intuit Inc • $278K — $376K *
San Diego, CA 92154In-Person
Business Services
8 - 10 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 10+ years in workforce management or operations strategy with global team leadership experience.
  • Experience managing enterprise-scale service operations exceeding $1B in spend.
  • Proven expertise in running operational cadences for large business units.
  • Advanced skills in scientific methods for data-driven decision making.
  • Track record of transforming operations from manual processes to model-driven approaches.
  • Ability to direct WFM data and modeling stacks without hands-on model building required.
  • Demonstrated capability in AI-native strategies for operational improvements.

Responsibilities

  • Own comprehensive planning, scheduling, and real-time management for a global expert network.
  • Develop end-to-end forecasting and capacity strategy to optimize costs and customer experience.
  • Lead the transition to AI-driven autonomous workforce management operations.
  • Manage the WFM financial perspective at a ~$1.5B scale to inform leadership decisions.
  • Enhance the Service business by optimizing expert operations at lower costs.
  • Oversee planning cycles and business reviews to ensure alignment with stakeholder expectations.
  • Establish and grow a Workforce Management Center of Excellence across segments.

Benefits

  • Opportunity to lead and innovate in a high-impact management role.
  • Access to a global team and collaboration with cross-functional partners.
  • Potential for professional growth in a cutting-edge, AI-driven environment.
  • Support for leadership and team development initiatives.
Full Job Description
We are looking for a Director of Workforce Management to own end-to-end planning and workforce operations for ICS. This leader is accountable for turning ~$1.5B in annual service spend and a network of 40,000+ experts into the right capacity, in the right place, at the right time - across both our Small Business (GBSG) and Consumer segments, and across peak events that can double service demand in a single day.

This is not a traditional staffing role. We are rebuilding WFM as an AI-native, autonomous operating capability: forecasting, capacity, scheduling, and intraday decisions increasingly driven by models rather than manual effort. You will lead a global organization of 45+ FTE and 50+ CWs across the U.S. and India - including data scientists and business analysts- and partner across Product, Engineering, Finance, and Service Delivery to build a Workforce Management Center of Excellence for the enterprise.

You will report to the VP, Expert Network Operations and be a member of the ICS operations leadership team.

Responsibilities
  • Own the full planning stack - long-range capacity, annual and quarterly operating plans, peak/seasonal planning, scheduling, and real-time/intraday management - for a multi-segment, multi-geography expert network.
  • Set the forecasting and capacity strategy end to end: demand and volume forecasting, supply modeling, occupancy and shrinkage optimization, and routing decisions that balance customer experience against cost.
  • Lead the shift from manual WFM to autonomous operations - partnering with Product and Technology to embed predictive and prescriptive models into the planning and intraday decision loop, and to instrument the outcomes those models drive.
  • Own the WFM P&L lens at ~$1.5B scale: quantify trade-offs between service level, cost, and expert experience, and translate them into decisions leadership can act on.
  • Drive the growth of Services business for Intuit through leveraging the expert operations at the optimal cost structure.
  • Run the operating cadence - planning cycles, business reviews, and peak readiness - with clear risks, dependencies, and outcomes surfaced to VP/SVP stakeholders.
  • Build and scale the WFM Center of Excellence: consolidate fragmented planning and operations into one platform, one data model, and one set of standards across segments.
  • Lead, grow, and develop a global org across the U.S. and India, including an India-based command center; build the bench and raise the analytical and AI fluency of the team.
  • Partner cross-functionally with Service Delivery, Finance, Product, Engineering, and HR to align capacity plans to business goals and to remove friction between highly technical and operational teams.


Qualifications

Planning and operations leadership at scale

  • 10+ years of progressive experience in workforce management, capacity planning, operations strategy, or a related field, including experience leading large, global teams in a complex, scaled operating environment.
  • Demonstrated ownership of enterprise-scale service operations - ideally $1B+ in spend and/or thousands of frontline experts - across multiple geographies and lines of business.
  • Deep expertise running operating cadences (planning cycles, business reviews, peak readiness) for a scaled business unit.


Advanced quantitative and modeling capability

  • Fluency in applying advanced scientific and statistical methods - forecasting, predictive and prescriptive modeling, optimization - to enable data-backed decisions at scale, and the judgment to know which method fits which problem.
  • Track record of moving operations from manual, reactive execution toward model-driven, autonomous decisioning - and of measurably improving forecast accuracy, occupancy, and routing outcomes.
  • Ability to set the technical direction for a WFM data and modeling stack and to hold a team accountable to it, without needing to build every model yourself.


AI-native strategy and measurement

  • Proven ability to drive strategy, execution, and insight for AI-native operating capabilities across their full lifecycle - ideation, discovery, experimentation, and scaling - rather than treating AI as a bolt-on.
  • Rigor in measurement and experiment design: defining the metrics that prove whether a capability is working, and designing the tests that isolate its impact.
  • Strong partnership instincts with Product and Engineering to co-create and scale these capabilities, including shaping how humans and models share the decision.


Strategic thinking, systems thinking, and influence

  • Strong strategic and systems thinking - the ability to see how forecasting, scheduling, routing, cost, and customer experience interact, and to solve the whole system rather than a local symptom.
  • Executive presence and the ability to influence VP/SVP-level decisions through clear, credible data storytelling - distilling complex data into a small number of decisions leadership can make.
  • Ability to build trust, challenge courageously, and drive alignment across functions with competing priorities.


People and change leadership

  • A builder of teams and capabilities: you have led, developed, and grown managers and individual contributors, and raised the analytical and AI fluency of an organization.
  • Skill in leading organizational change - formulating a clear change plan, communicating with impact, and bringing an operations community along through transformation.


Education

  • Bachelor's degree in an analytical or technical discipline required; advanced degree (MBA or quantitative master's) preferred.

About Intuit Inc

Intuit offers business and financial management solutions for SMBs, financial institutions, consumers, and accounting professionals. The company’s product portfolio includes TurboTax, a software solution that offers free tax filing, efile taxes, and income tax returns; Quicken; QuickBooks; Mint.com, and more. It also offers end-to-end solutions for online tax preparation, download products, mobile tax prep, mortgage interest and property tax, corporations tax, military tax, and more. Intuit was founded by Tom Proulx and Scott Cook in 1983 and is based in Mountain View, California. The company serves customers in North America, Asia, Europe, and Australia with offices in the United States, Canada, India, U.K., and Singapore.

Intuit Inc Careers

Join the dynamic team at Intuit Inc, a global powerhouse in financial software, where innovation, leadership, and diversity training are at the heart of everything we do. This is an unparalleled opportunity to advance your career with a company that is committed to empowering communities and small businesses with innovative financial solutions.

Work You’ll Do

At Intuit Inc, you’ll be part of a culture that cherishes innovation and values the unique perspectives of its team members. You will collaborate with some of the brightest minds in the industry, using your skills to influence the future of technology and finance. Our team at Intuit Inc is driven by the mission to power prosperity around the world, and you can be at the forefront of this transformation.

Explore Job Opportunities and Growth

Intuit’s career paths are as diverse as the innovative solutions we provide to millions. From finance to software engineering, our job opportunities span across multiple disciplines. Whether you’re looking for a full-time position, an internship, or leadership roles, Intuit offers a world of opportunities for professional growth. Our hiring process is designed to identify and attract professionals who are not only skilled but are also passionate about making a difference.

Professional Development and Benefits

Invest in your future with Intuit’s industry-leading benefits and professional development opportunities. Our employees enjoy comprehensive benefits that ensure their personal and professional satisfaction, including health, wellness, and continuous learning perks. At Intuit, we also understand the importance of diversity training and leadership development, providing various programs that foster an inclusive environment.

Join Our Team

Embark on a journey of growth and innovation at Intuit Inc. Search open positions that match your skills and interests. We are looking for curious, creative, and solution-driven team players. Prepare your resume, ace the interview, and join a team that’s committed to creating solutions that power prosperity around the globe.

Networking and Career Advancement

At Intuit Inc, networking and internal mobility are encouraged to foster professional growth and innovation. Connect with leaders and peers through our various networking events, mentorship programs, and collaborative projects. With support at every step of your career, the opportunities at Intuit are limitless.

Stay Connected

Keep up to date with the latest in career opportunities and company news at Intuit Inc. Personalize your subscription to receive job alerts, insider tips, and industry-leading insights that you can put to use today—all from the people who work here.

Explore Careers at Intuit Inc

Discover the exciting and rewarding career opportunities awaiting you at Intuit Inc. Let your ambition lead you to success. Join us in our mission to power prosperity and contribute to our journey of continuous innovation.

SEARCH INTUIT JOBS

READ CAREERS BLOG

At Intuit Inc, every role is a chance to innovate, grow, and make an impact. Join us, and together let's shape the future of finance.
Learn more about Intuit Inc
Size
13,500 employees
Market Cap
$107.4 billion
Industry
Consumer Technology
Net Income
$1.7 billion
Founded
1983
5 Year Trend
+19.6%
Revenue
$7.7 billion
NASDAQ
INTU
* Ladders Estimates

Similar Jobs

Ad banner background

Get Ready For Your
Next Interview

More Jobs at Intuit Inc

More Business Services Jobs

Find similar Director, Expert Network - Workforce Management jobs:

NationwideSan Diego, CA