Intuit Inc

Head of Core & Premium Accountant Support

Intuit Inc • $150K — $200K *
Mountain View, CA 94040In-Person
Legal & Accounting
11 - 15 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 15+ years in service delivery, customer success, or contact center operations in a senior leadership role.
  • Proven experience managing large service organizations and meeting quality and productivity KPIs.
  • Deep experience with managing outsourced partners across multiple regions with a focus on performance governance.
  • Ability to navigate hybrid workforce dynamics involving vendor-managed and internal teams.
  • Track record of leading large-scale operational transformations and workforce changes in dynamic environments.
  • Strong analytical skills with the ability to apply data insights for performance improvements and strategic decisions.
  • Influence across various functions including Product, Finance, and Learning & Development.
  • Experience in developing high-performing teams and leadership pipelines across organizations.

Responsibilities

  • Oversee complete service delivery and KPI outcomes for Core and Premium Accountant support across all channels.
  • Govern a multi-partner outsourced delivery network, ensuring accountability to performance standards.
  • Manage an internal team of support experts, focusing on their development and integration into the overall model.
  • Lead the transformation of the support model to a credentialed talent framework.
  • Collaborate to create new hiring profiles and accelerate talent onboarding and skills remediation strategies.
  • Make strategic data-driven decisions on team structure and resource allocation across service delivery sites.
  • Serve as a senior point of contact for escalation on delivery issues and partner performance risks.
  • Establish consistent performance management practices across all teams to ensure accountability and effective coaching.

Benefits

  • Comprehensive healthcare coverage including medical, dental, and vision plans.
  • Generous paid time off policy to support work-life balance.
  • Retirement savings plans with matching contributions to help secure your financial future.
  • Opportunities for professional growth and development through training programs.
  • Employee discounts and perks through strategic partnerships.
Full Job Description
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.

Responsibilities

  • 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.
  • Establish and govern a consistent performance management cadence (business reviews, performance-band reviews, calibration) across all partners and internal teams, ensuring a single standard for coaching, accountability, and underperformer action.
  • Partner cross-functionally with Product, Finance, Workforce Management, and Partner Management to align delivery capability with program milestones and isolate initiative-attributable performance gains amid concurrent product changes.
  • Develop clear, data-backed business cases to justify investment in credentialed hiring, training, and headcount, connecting service delivery outcomes to partner growth and platform adoption.
  • Provide executive-level reporting and thought leadership on the readiness, risks, and trajectory of the support transformation.


Qualifications

  • 15+ years of experience in service delivery, contact center operations, or customer success in a senior people leadership role.
  • Scaled Operations Leader: Proven track record managing large, distributed service organizations and delivering against quality, resolution, and productivity KPIs at high contact volume.
  • Outsourced Partner Management: Deep experience managing outsourced delivery partners across multiple geographies - including performance governance, contractual accountability, and multi-site footprint decisions.
  • Hybrid Workforce Management: Demonstrated ability to lead both vendor-managed and internal/badged employee teams, navigating the different management, policy, and accountability models each requires.
  • Transformation & Change Leader: Experienced leading complex operational and workforce transformation at scale - including hiring-profile shifts, training redesign, and location strategy - in high-change environments.
  • Data-Driven Operator: Strong command of operational analytics; able to translate performance data into targeted interventions, site strategy, and investment cases.
  • Boundaryless Leader: Strong cross-functional influence across Product, Finance, Workforce Management, Learning & Development, and Partner Management.
  • Team & Talent Builder: Proven history of hiring, developing, and leading high-performing leaders and frontline teams; experience building leadership pipelines across a multi-layer organization.
  • Communication & Stakeholder Management: Exceptional written and verbal communication, with the ability to tailor messaging to partners, frontline experts, and executive leadership.
  • Domain Experience (Preferred): Prior experience in accounting, tax, bookkeeping, or financial services support is a strong advantage.
  • Bachelor's degree or equivalent practical experience; MBA or focus in Accounting/Finance/Operations is a plus.

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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