Head of Workforce Solutions Expert Service

About the job

Intuit's Global Business Solutions Group (GBSG) is scaling Money Services and Workforce Solutions at a pace the organization hasn't operated at before — GBSG revenue growth is driven in large part by growth in money and payroll offerings, and Intuit's recent acquisition of GoCo is bringing world-class HCM capabilities into the platform to power a single, full-employee-lifecycle solution. As Head of Workforce Solutions Service Delivery, you will own the end-to-end customer support experience for Intuit's Workforce Solutions customers, delivered through a multi-partner outsourced delivery network spanning multiple geographies, alongside an internal team of Intuit-badged workforce experts.

This is a foundational leadership role within the GBSG organization, reporting to the Director, Service Delivery. You will be accountable both for the day-to-day performance of a large-scale delivery network — spanning Tier 1 call center support, Tier 2 specialist support, and back-office professional services — and for evolving that network's talent, onboarding, and partner footprint to keep pace with rapid product growth. This is a build-and-scale role: Workforce Solutions is one of the company's fastest-growing product lines, and the scope of this role is expected to grow with it.

Responsibilities

Service Delivery & Operational Excellence

• Own end-to-end service delivery and KPI performance (customer satisfaction, issue resolution, service quality, handle time, transfer rate) for Workforce Solutions across Tier 1 call center, Tier 2 specialist support, back-office professional services and customer onboarding.
• 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 workforce experts, owning their performance, development, and integration into the broader delivery model under the appropriate internal policies.
• Serve as a senior escalation point for systemic delivery issues, performance interventions, and partner site risks.

Expert Onboarding

• Own the end-to-end onboarding experience for new workforce experts across both internal and partner teams, driving speed-to-competency, quality-of-hire, and consistency of the customer experience from day one.
• Partner with Learning & Development, Recruiting, and Workforce Management to design and continuously improve onboarding curricula, credentialing pathways, and ramp plans as the Workforce Solutions product suite expands.

Growth & Transformation

• Scale the delivery footprint to keep pace with Workforce Solutions' growth trajectory, including new capabilities introduced through the GoCo acquisition and the broader shift toward an integrated, full-employee-lifecycle platform
• Scope of the products and services include employee recruiting, employee onboarding, document management, compensation administration, benefits administration, performance management, retirement benefits, ancillary benefits, payroll administration and tax filing/payment processes. This role owns the customer delivery and support of the entire customer journey end to end at scale.
• Partner with Workforce Management on demand and capacity planning, balancing service levels, unit economics, and an evolving talent mix across the network with a consistent focus on developing the best domain expertise based talent in the industry that customers trust.
• Lead data-informed, site-level decisions on footprint, capacity, and talent domain expertise.
• Develop clear, data-backed business cases to justify investment in credentialed hiring, training, and headcount, connecting service delivery outcomes to product adoption and growth.

Performance Governance & Stakeholder Partnership

• 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 product roadmap milestones and isolate initiative-attributable performance gains amid concurrent product changes.
• Provide executive-level reporting and thought leadership on the readiness, risks, and trajectory of Workforce Solutions service delivery.

Qualifications

• 12+ 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: 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.
• Growth & Transformation Leader: experience scaling a service organization through rapid product or business growth, including onboarding redesign, credentialing, and footprint expansion 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 payroll, HR/HCM, benefits, or workforce management services is strongly preferred..
• Bachelor's degree or equivalent practical experience; MBA or focus in Business, Operations, or HR is a plus.

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 Intuit®: Careers | Benefits). 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: San Diego $165,000 - $223,000