Director, Retail & Field Operations - Consumer Group

Intuit’s Expert Network is central to how we deliver on our promise to power prosperity for consumers and small businesses. Our Expert Network Services team operates at remarkable scale — enabling $3B in services revenue and supporting approximately 50,000 experts and managers across a large, virtual and in-person workforce.

The Consumer Group Services organization is one of the fastest-growing portfolios within the Expert Network, now representing ~30% of Consumer Group revenue. As Intuit expands its physical retail presence — targeting 40 retail locations and 600+ local tax offices across the country’s top 10 must-win markets — dedicated leadership is required to build and operate this omni-channel, in-person engine. With over 70% of local page visitors choosing to meet in person, physical presence is a proven growth lever and a central pillar of Intuit’s AI-driven expert platform.

We are looking for an experienced Director to build and lead the Retail & Field Ops Delivery organization within our Expert Network Services group. This is a newly created role with significant operational scope — you will execute the build-out and day-to-day performance of Intuit’s omni-channel physical presence across retail flagships, retail hubs, and local tax offices nationwide.

You will directly manage a team of field managers and work closely with Consumer Group, GTM, marketing, and cross-functional partners to ensure every customer who chooses to meet in person receives a consistent, expert-led experience. This role is for a hands-on operator — someone who thrives in the details of execution, holds teams accountable to clear standards, and can navigate a geographically dispersed, travel-intensive footprint.

Responsibilities

Channel Strategy & Customer Experience

• Execute the phased rollout of flagship retail hubs and expert service centers across the top 10 priority markets, including closing existing storefronts and launching new sites on schedule.

• Operationalize the in-store experience in partnership with product and operations teams — ensuring it is fast, seamless, and instrumented with real-time KPIs that enable continuous improvement.

• Partner with GTM and marketing to ensure storefronts and experts are discoverable locally — both digitally and in-person — capturing the 60%+ of Assisted switchers who rely on local channels.

• Implement and refine a high-touch, multi-site operational model that supports both in-person and virtual service delivery consistently across all markets.

AI Adoption & Human+AI Operations

• Drive the adoption of AI-powered tools and workflows across field teams and expert service locations — from AI-assisted customer intake and scheduling to real-time expert support and quality monitoring.

• Partner with product and technology teams to implement AI-enabled capabilities within the in-store experience, ensuring field teams are trained, confident, and consistently using new tools.

• Build the change management infrastructure needed to shift how a distributed expert workforce operates alongside AI — translating new technology into practical, day-to-day behaviors at the location level.

• Surface field-level feedback on AI tools and workflows to inform product iteration — acting as the operational voice of the front line in continuous improvement cycles.

Workforce Activation & Management

• Manage the onboarding, activation, deployment, and scheduling of expert teams across service locations and virtual touchpoints.

• Drive expert-led demand generation through word-of-mouth, networking, referrals, and on-site employer partnerships within assigned markets.

• Conduct ongoing performance management to maintain high-quality service delivery at every customer interaction.

• Develop your direct team’s capabilities and build near-term bench strength to sustain operational continuity as the footprint grows.

Execution & Service Operations

• Manage daily operations across assigned locations, ensuring consistency, reliability, and responsiveness across in-person and virtual formats.

• Implement systems and processes for expert availability, service scheduling, and location readiness — escalating gaps and blockers to leadership as needed.

• Lead field teams through peak tax season and high-volume periods with clear direction, proactive risk mitigation, and real-time operational adjustments.

• Drive adoption of new processes, tools, and store formats across field teams, ensuring consistent execution against defined standards.

Measurement & Continuous Improvement

• Track and report on service quality and experience metrics including in-store NPS, same-day completion rates, foot traffic conversion, expert utilization, and cost-per-engagement.

• Use customer insights, service data, and expert feedback to surface improvement opportunities and implement changes within your purview.

• Participate in rapid learning cycles and bring field-level observations back to inform broader operational decisions.

Cross-Functional Collaboration

• Serve as the primary field-level point of contact for cross-functional partners across workforce planning, customer support, product, marketing, sales, and talent acquisition.

• Coordinate with internal teams to resolve operational challenges and remove friction for front-line experts.

• Communicate field performance, emerging risks, and customer feedback clearly to senior leadership on a regular cadence.

• Ensure front-line teams have the tools, training, and support needed to deliver an excellent customer experience.

Qualifications

• 8–10+ years of progressive operations and field leadership experience, including managing multi-unit or geographically dispersed teams.

• Demonstrated success executing physical service or retail network rollouts — opening, closing, and optimizing locations in a fast-paced environment.

• Proven ability to manage and develop frontline and field manager teams, including performance oversight and scheduling across distributed locations.

• Track record of delivering results against operational KPIs such as NPS, conversion rates, expert utilization, and cost-per-engagement.

• Demonstrated experience driving AI adoption or human+AI operating model changes within a service delivery or field operations context — including change management, tool rollout, and embedding new workflows into frontline team behaviors.

• Experience working cross-functionally in a matrixed environment — coordinating with, not directing, partners across marketing, product, and talent.

• Strong communicator who can translate field-level complexity into clear updates and recommendations for senior stakeholders.

• Comfortable operating with ambiguity and moving quickly in environments that value speed and iteration.

• Passion for delivering high-quality, people-centered customer experiences through in-person and community-based channels.

• Deep commitment to building inclusive, high-performing teams.

• Willingness to travel extensively across priority markets.

• Bachelor’s degree or equivalent; advanced degree 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:

The expected base pay range for this position is: New York $223,000 - $302,000 Los Angeles, CA $196,500- $266,000 New York $223,000- $302,000