Consumer Group Expert Services Operations - AI & Technology Enablement

The Expert Network's ability to operate efficiently and stay ahead of what's possible for how we serve customers depends on having the right technology infrastructure in place. As our AI & Technology Enablement lead, you'll own that layer for Center of Excellence — managing the systems and platforms the team runs on, governing the escalation ecosystem that surfaces and resolves critical issues across the organization, and representing the Expert Network's interests in conversations with product and engineering teams about where technology investment should go. You'll also lead COE's readiness as AI capabilities continue to mature within Intuit, building the frameworks that position the Expert Network to adopt new tools effectively as they become available.

This role is well suited for someone who operates comfortably at the intersection of technology and operations — someone who can translate technical complexity into operational clarity, build credibility with product and engineering partners, and see technology not as the end goal but as the lever that enables experts to do their best work.

Responsibilities

• Tech Stack & Tooling Operations — Manage and govern the full technology stack supporting COE day-to-day operations. Partner with IT and product teams for access, integrations, and support. Ensure systems enable rather than create friction for COE teams and the experts they support.

• Escalation Ecosystem — Infrastructure & Process Design — Own the technology infrastructure and process design for the cross-org escalation system. Ensure escalations across the Expert Network are tracked, routed, and resolved systematically. This is the infrastructure that makes escalation intelligence visible and actionable for COE leadership and Service Delivery.

• Tech Team Partnerships — Represent COE's interests in product and engineering conversations. Ensure COE needs are reflected in roadmaps and technology investments align with expert experience goals. Build strong working relationships with key product teams early in Year 1 — this role's effectiveness depends on earning a seat in those conversations.

• AI Integration & Readiness — Stay ahead of Intuit's AI product roadmap as it relates to expert and COE workflows. Develop a readiness framework that positions COE and the Expert Network to adopt AI tools as they mature. Partner with Engagement Governance & Adoption on adoption; own the technical readiness side.

• Support Function Operations — Manage internal COE support workflows, process documentation, and tooling. Ensure the COE team itself operates efficiently. Own the operational infrastructure that supports COE's internal function.

• Innovation & Continuous Improvement — Identify opportunities to use emerging tools and technologies to improve COE and expert operations. Test and evaluate new capabilities — particularly AI tools — for applicability to COE's work. Share knowledge with the broader COE team to build collective technical capability.

Qualifications

Experience & Industry Expertise

• 5–7 years of experience in technology operations, IT operations, product partnerships, business operations, or related fields; experience supporting customer success, service delivery, or large workforce organizations preferred.

• Demonstrated experience managing operational technology stacks, escalation systems, or cross-functional tech partnerships — with ownership of both the infrastructure and the business outcomes it enables.

• Familiarity with AI/ML tools, Intuit Assist or similar AI platforms, CRM/CSMS tooling, or escalation management systems a meaningful plus.

Educational Background

• We value knowledge and skills built through experience. Whether your background comes from formal education, industry certifications, professional development, or years of doing the work, what matters is the expertise you bring. Relevant domains include technology operations, IT operations, product partnerships, business systems management, or escalation ecosystem design.

Customer-Centered Mindset

• Understands that technology is only valuable if it enables experts to do the best work of their lives and customers to get the help they need. Evaluates every technology decision through the lens of expert and COE operational impact.

Technical Acumen & Complex Problem Solving

• Quickly learns and governs tools relevant to COE operations. Applies sound judgment on when to build, buy, or partner. Contributes to AI integration readiness by staying ahead of the tooling roadmap and translating it into a practical COE readiness framework.

• Rapidly diagnoses root causes for operational or technology problems. Uses multiple sources to assess effectiveness and drive improvement. Comfortable with the complexity of a cross-org escalation ecosystem.

Connect Strategy with Execution

• Connects COE's technology priorities to operational outcomes for all Service Delivery leaders. Ensures the tech stack serves strategic direction and represents COE's needs in product conversations with enough credibility to influence roadmaps.

Leadership & Collaboration

• Strong cross-functional partnership with IT, product and engineering teams, Expert Change & Readiness Management (ECRM), Engagement Governance & Adoption, and COE leadership. Translates technical complexity to non-technical audiences. Builds trust with product and engineering partners by being a precise, reliable voice for COE's operational needs.

Execution Orientation

• Proven ability to manage multiple workstreams in a fast-paced, seasonal environment, delivering measurable business impact. Proactive in anticipating dependencies, risks, and resource gaps, working swiftly to resolve them.

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 $137,500 - $186,000 Mountain View, CA $147,500- $199,500 New York $131,500- $178,000