Consumer Group Expert Services Operations - Ops Excellence & Partnerships

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. Getting that workforce built, credentialed, and ready to perform is one of the most operationally complex challenges in the organization, and the Expert Network Center of Excellence (COE) is the function responsible for designing the frameworks that make it possible. As our Ops Excellence & Partnerships lead, you'll own the infrastructure that brings talent into the Expert Network and sets them up to succeed — from the standards that govern how we recruit and credential experts across a diverse, tiered workforce, to the onboarding design that prepares them to deliver, to the operational partnerships with HR, workforce management, and operational teams that keep the people engine running at scale . Where Program Design & Operations defines what experts do in the field, this role ensures the right people are set up to show up and do the best work of their lives. This role launches at foundational scope with room to grow — you'll be establishing the operating model while the broader COE stands up, which means real strategic ownership from the start in an environment that's still taking shape. This role is well suited for someone who is energized by building workforce infrastructure in complexity, skilled at driving alignment across HR, operations, and business partners, and motivated by knowing your work shapes the talent foundation of one of Intuit's most critical customer-facing organizations.

Expert Recruiting Framework — Design and govern COE's expert recruiting standards, criteria, and evaluation framework. HR and hiring managers execute within the framework; COE sets the bar. Year 1 scope is limited given hiring flux — focus is on framework foundations that scale when hiring stabilizes. Onboarding & Rostering Design — Own the onboarding program design and rostering framework for the expert workforce. Navigate significant system dependencies and Q4-cycle timing constraints to ensure experts are credentialed, rostered, and ready. COE owns design; operational teams execute. Portfolio PM Wave 2 — Lead Wave 2 build of the portfolio PM functions. Year 1 is preparation — understanding current state, identifying gaps, and ensuring COE has a seat at relevant governance discussions. WFM & Scheduling Liaison — Serve as COE's guardrail on workforce management and scheduling decisions. our operations team — focused on workforce management, capacity planning, and staffing strategies — owns execution; COE holds the framework and provides oversight on decisions that affect expert readiness or delivery quality. Performance & Incentive Operations Partnership — Partner with the Performance & Incentive Operations Leader on upstream inputs that feed performance measurement — what 'good' looks like in each expert role, Quality Review Team-informed quality benchmarks, and standard work definitions. Ensure COE has visibility at governance checkpoints where expert KPIs and incentive parameters are being set. Operational Excellence & Continuous Improvement — Identify friction in existing operational frameworks. Drive simplification and improvements that enhance expert experience and operational efficiency.

Experience & Industry Expertise 5–7 years of experience in program management, HR operations, workforce operations, or related fields; experience with large-scale seasonal hiring, expert or advisor workforces, or service delivery operations preferred. Demonstrated experience designing operational frameworks with complex system dependencies and multi-team execution. Comfortable operating at partial scope while building for future state. Familiarity with