Position Title: Director, Intuit Academy

Reports to: Vice President, Expert Services

Organization: Customer Success

Location: San Diego, CA (preferred); Mountain View, CA

Overview

Intuit Academy is building the future of consumer and expert development — at scale — to deliver on Intuit's strategy of an AI-driven Expert Platform that powers prosperity. As Director, Intuit Academy, you will own the strategy, design, and delivery of expert learning capabilities — the programs, curriculum, content, and learner experience — that prepare our 40,000+ global experts to deliver awesome service to our customers.

This is a senior leadership role that requires both strong functional ownership and the sound judgment and influence to operate effectively in a highly matrixed organization. You will own the learning capability end-to-end: what experts need to know, how they build proficiency, and how their experience is designed. You'll partner closely with Product and Engineering, who own the underlying technology platform, translating expert readiness needs into clear priorities and requirements for them to build against.

The nature of expert work itself is changing — from performing the work directly to overseeing, reviewing, and validating AI-assisted work — across our Assisted, Mid-Market, and Done-for-You experiences. This role owns preparing our experts for that shift, at speed and without an established playbook.

You'll lead a global team of strategists, designers, and content creators — working cross-functionally across Product, Service Delivery, Engineering, Analytics, and Talent — to ensure expert learning drives measurable business impact. This isn't just a job — it's meaningful work that creates opportunity, careers, and customer delight.

Responsibilities

What You'll Do

• Own the strategy and vision for Intuit Academy's learning capability — curriculum, content, programs, and learner experience — aligned to enterprise growth goals and the future of work.

• Lead a team of 30+ FTEs and 50+ contractors across product, content design, strategic learning consulting, innovation, and operations, driving scale and impact across multiple business units (e.g., TurboTax, ProTax, QuickBooks, Mailchimp).

• Partner closely with the owners of the learning technology platform (Product and Engineering), translating expert readiness needs into clear priorities, requirements, and success measures — without owning the platform's architecture or build.

• Make investment and prioritization trade-offs across the expert lifecycle (sourcing, onboarding, in-role development, and retention) in partnership with Service Delivery.

• Build and own learning programs to serve various employee types and partners.

• Lead the transformation of the expert workforce from performing the work directly to overseeing and validating AI-assisted work, translating how the work itself is changing into what experts need to learn, at speed.

• Simplify and consolidate the learning delivery model across expert segments and business units — improving throughput and measurable proficiency outcomes rather than adding more programs or tools.

• Ground learning design in downstream customer outcomes — service quality and resolution effectiveness — rather than completion or certification metrics alone.

• Anticipate and design for how expert roles and skill needs will evolve as our service model advances, building new learning approaches ahead of need rather than reacting after the fact.

• Own the transformation of content development operations, including managed service provider strategy and integration with performance-focused product training teams.

• Own delivery of learner experience and speed to proficiency — the core business outcome for this role.

• Contribute to Intuit's broader skills-based organization strategy where relevant to expert readiness — in partnership with enterprise Talent/L&D teams, and as a lower priority relative to core learning capability delivery.

Qualifications

• Minimum 15 years of experience in learning strategy, curriculum and content development, and delivery, with deep fluency in learning technology and ed-tech trends that enables effective partnership with technical teams.

• Minimum 8-10 years of people leadership experience, including at least 3-5 years leading managers/leaders (not individual contributors) within a multi-layer organization.

• Professional experience in learning strategy, ed-tech, product, and workforce transformation in a virtual, global setting.

• Experience building retail (brick & mortar) learning programs.

• Demonstrated leadership designing or scaling learning programs powered by AI, adaptive technology, or advanced content tools, in partnership with technical teams who build the enabling platform.

• Understanding of skills-based development models, workforce enablement, and performance consulting.

• Demonstrated success operating in highly matrixed organizations, driving accountability for outcomes even where a key enabling capability — the technology platform — sits outside direct control.

• Demonstrated experience leading a function through significant, ambiguous structural change — not incremental improvement — where no established playbook exists.

• Experience assessing and strengthening an existing leadership structure and team, including building manager bench strength in a recently formed or evolving org.

• Personal experience redesigning a learning or workforce function around AI-augmented work, not solely applying AI tools to training content.

• Experience understanding modern learners and how learner behavior data informs content development and deployment.

Capabilities

• Sound Judgment & Influence: Exercises sound judgment amid competing priorities and ambiguity; builds trust and influences outcomes across global senior leaders and technical partners — particularly the owners of the learning technology platform — as well as peers and executives outside their reporting line, without direct authority over them.

• Change Agent & Business Driver: Demonstrated ability to challenge the status quo and lead cross-functional teams through new programs, tools, or processes — operating autonomously and making complex decisions in situations of ambiguity and time pressure.

• Results Driver: Track record of successfully managing multiple projects at once. Demonstrated ability to meet deadlines and excel in a complex, fast-paced, team-oriented environment with rapidly evolving business demands.

• Leadership at Scale: Demonstrated ability to assess and evolve an existing leadership structure, build manager bench strength, and create mobility paths within a scaled org.

• Excellent Strategic Thinker: Proven ability to link learning strategy to business objectives and drive desired business outcomes, tying a vision to shared enterprise goals. Brings performance-consulting rigor to partner with the business, define the real requirement, and translate it into behavioral terms — rather than waiting for a finished brief.

• AI-Augmented Workforce Leadership: Has personally led a workforce through the shift from performing work directly to overseeing AI-assisted work, and can translate that shift into concrete learning and behavior change at speed.

• Proven success leading large, cross-functional teams through transformation and innovation.

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: Mountain View $275,500 - $372,500 San Diego, CA $236,500- $320,000