Head of Workforce Solutions Expert Service at Intuit in San Diego, CA

Job description

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. Experience Leading through AI+HI: strong propensity to scale with AI, or recent hands-on experience doing it, whether that’s A-assisted support, automation, or reshaping how Tier 1 and Tier 2 work as AI absorbs routine contacts. Performance