Intuit Inc

Director, Service Delivery - Money Services & Workforce Solutions

Intuit Inc • $150K — $180K *
Atlanta, GA 30349In-Person
Business Services
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Experience managing multi-thousand-person organizations with accountability for outcomes.
  • Proven ability to lead multiple layers of leadership and develop other leaders.
  • Demonstrated success in high-cost failure environments requiring strict compliance.
  • Proficient in scaling organizations through significant growth and transformation.
  • Hands-on experience in redesigning operational models and systems rather than only optimizing existing ones.
  • Expertise in managing AI-enabled transformations with a focus on people and process adoption.
  • Strong operational process improvement abilities in fast-paced environments.

Responsibilities

  • Own service delivery for Money Services and Workforce Solutions, ensuring customer satisfaction and team performance.
  • Redesign the operating model to modernize processes and tools while maintaining operations.
  • Implement AI-powered quality management to enhance expert interactions and coaching.
  • Lead organizational change through AI transformation by redesigning roles and workflows.
  • Oversee workforce planning and real-time scheduling to adapt to customer demand.
  • Design scalable expert onboarding experiences that drive growth and retention.
  • Ensure precision in payroll tax operations, maintaining compliance and timeliness.

Benefits

  • Flexible work environment with remote and hybrid options.
  • Access to world-class HR and benefits capabilities post-acquisition of GoCo.
  • Competitive compensation with performance-driven rewards and equity incentives.
  • Comprehensive health and wellness benefits to support employee wellbeing.
  • Ongoing professional development opportunities and leadership training.
Full Job Description
As Director, Service Delivery, you will own the end-to-end delivery engine powering our Money Services and Workforce Solutions customer experience: workforce management, expert onboarding, payment services and payroll tax operations. You report directly to the VP of Expert Service Delivery and lead a large, multi-layered organization (leaders of leaders) accountable for customer satisfaction, operational efficiency, and compliance at enterprise scale.

This Director is coming in to build and scale, not to maintain. Intuit's recent acquisition of GoCo brings world-class HR and benefits capabilities into the platform, creating a single solution to manage the full employee lifecycle. The scope of this role will only grow. That is a compelling mandate for a top-tier operator who wants ownership, upside, and a seat at a table that matters.

Responsibilities

Service Delivery & Operational Excellence
  • Own end-to-end service delivery for Money Services and Workforce Solutions, holding accountability for customer outcomes, quality, and team performance across a large-scale delivery organization
  • Redesign the operating model while running it, shifting legacy processes, tools, and workflows to a modern, AI-enhanced expert platform without disrupting live operations
  • Operationalize our AI-powered quality management system that monitors every expert interaction and flags coaching opportunities in real time. Define and execute the operational roadmap that supports GBSG's growth trajectory and Intuit's broader "done for you" strategic vision

Transformation & AI Leadership
  • Lead AI-enabled transformation as an organizational change challenge, not a technology project. Redesigning roles, workflows, governance, and ways of working so the organization adopts and compounds the gains.
  • Build the operating mechanisms, governance models, and leadership layers that let the organization scale and transform at the same time

Workforce Management
  • Lead workforce planning, capacity management, and real-time scheduling optimization to meet dynamic customer demand across seasonal and growth cycles
  • Build and evolve workforce management capabilities that are predictive, leveraging data, tooling, and AI to stay ahead of volume

Expert Onboarding
  • Own the onboarding craft for Intuit's expert workforce designing structured, scalable onboarding experiences that turns it into a true growth motion tied explicitly to consumption, upsell, retention and customer experience
  • Continuously improve the onboarding model to meet the pace of expert hiring as the business scales

Payroll Tax Operations
  • Lead the payroll tax operations function with precision, ensuring accuracy, regulatory compliance, and timeliness across federal and state obligations for Intuit's small and mid-market customer base, where the cost of failure is high and execution discipline is non-negotiable
  • Partner cross-functionally with Product, Legal, and Compliance to anticipate regulatory change and operationalize it ahead of impact

Leadership & Stakeholder Influence
  • Lead and develop a high-performing, geographically distributed organization of leaders, building leadership layers, succession depth, and a culture of accountability, coaching, and continuous improvement
  • Serve as a strategic peer to stakeholders across Product, Finance, Compliance, and the broader Expert Network leadership team, and raise the bar for the leaders around you


Qualifications

Scale & Complexity of Experience
  • Multi-thousand-person scale. Has led through multi-thousand-person organizations or ecosystems, with direct accountability for outcomes at that scale.
  • Leaders of leaders. Has managed through multiple layers of leadership, not simply large individual-contributor teams, but building and developing other leaders and the systems that hold them accountable.
  • High cost of failure. Has operated in businesses where the cost of failure is high and execution discipline matters in regulated, compliance-intensive, or otherwise unforgiving environments.
  • Scaling through change. Has scaled organizations during periods of significant growth, transformation, or business-model change and redesigning operating models while continuing to run them.

Transformation & AI Leadership
  • Transformation, not stewardship. Has redesigned operating models, not merely inherited and optimized existing ones; can point to systems, leadership structures, and operating mechanisms they built.
  • AI as organizational change. Treats AI-enabled transformation as a change-management and operating-model challenge rather than a technology rollout, and has driven adoption that changed how an organization works.

Operating & Leadership Capability
  • Demonstrated experience delivering high-quality, people-centered service experiences at scale
  • Ability to define and improve operational processes in a dynamic, fast-paced environment
  • Strong business acumen and understanding of service delivery models and customer engagement across virtual channels
  • Comfortable operating cross-functionally in a highly matrixed structure and influencing without authority to drive execution
  • Exceptional communication and collaboration skills, including with senior leadership and delivery partners
  • An entrepreneurial, growth mindset, comfortable with ambiguity and energized by environments that value speed
  • Passion for helping people and improving customer outcomes
  • Bachelor's degree in Business, Operations, or a related field; advanced degree a plus

Footer
Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at ). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is:

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.

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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.

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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

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