Consumer Group Expert Services Operations - Engagement, Governance, & Adoption

The Expert Network sits at the intersection of partner teams, product organizations, and Service Delivery — and the quality of every customer interaction depends on how well engagement, information, and strategy flow between them. The Expert Network Center of Excellence (COE) is responsible for owning the governance of that flow: ensuring every engagement between partner teams and Service Delivery — in both directions — is structured, classified, and routed in a way that sets Service Delivery up to execute with excellence.

As our Engagement Governance & Adoption lead, you'll own Expert Network Experiences Central Intake — the front door for all partner-initiated and Service Delivery-initiated engagement within the Consumer Group Expert Network. That means classifying requests by engagement type (Testing/Piloting, VOE/Feedback Collection, Strategy Alignment, Service Guidance, Comms/Cascade, Training/Enablement, and Expert Network Surfacing), assigning sensitivity levels, and routing to the right execution partners — Expert Change & Readiness Management (ECRM), Comms, Learning & Development, and Operational Excellence — with the context they need to act. You'll also own the upward flow: ensuring that insights and field intelligence from Service Delivery managers reach the right partner teams in a form that is distilled, representative, and actionable.

This role is well suited for someone skilled at governance and intake design in complex, multi-partner environments — someone who can bring structure to a high-volume flow of engagement, represent Service Delivery's operational reality in both directions, and stay accountable for outcomes even when execution runs through others.

Responsibilities

• Expert Network Central Intake — Ownership & Governance — Own and continuously improve Expert Network Experience (ENE) Central Intake — the single front door for all partner-to-Service Delivery and Service Delivery-to-partner engagement within the Consumer Group Expert Network. Classify all incoming requests by engagement type and sensitivity level. Route to the appropriate execution partners with the context needed to execute effectively. The intake is branded as ENE, not COE.

• Engagement Type Classification & Routing — Receive and triage all requests across seven engagement types: Testing/Piloting (including media engagements), VOE/Feedback Collection, Strategy Alignment, Service Guidance, Comms/Cascade, Training/Enablement, and Expert Network Surfacing. Ensure each is routed correctly and that execution partners — Expert Change & Readiness Management (ECRM), Comms, L&D, and Operational Excellence where applicable — have what they need before they engage Service Delivery.

• Expert Network Surfacing — Upward Flow — Own the upward flow: Service Delivery managers and leads surface needs, insights, and issues through ENE Central Intake. COE classifies, distills, and routes that intelligence to the right partner teams with appropriate context and framing. ENE is the decision maker on what gets surfaced and how — not a pass-through.

• Execution Partner Coordination — Partner closely with Expert Change & Readiness Management (ECRM), Comms, Learning & Development, and Operational Excellence as conditional execution partners. Provide each with a classified, framed request. Maintain clear lines between COE's governance ownership and each partner's execution ownership. COE does not execute change management, write communications, design training, or run lean cycles — it governs the intake and routes to those who do.

• Sensitivity & Narrative Management — Assign sensitivity levels (Open, Internal, Sensitive, Confidential) to all incoming requests. For Sensitive and Confidential engagements, develop and approve a narrative framework before information moves. Coordinate messaging across execution partners to ensure consistent framing at every level of Service Delivery.

• From-Inception Involvement — Product & Dev Engagement — Ensure COE is involved from the beginning when product and development teams are designing changes or initiatives that affect the Expert Network. Represent Service Delivery's operational reality in design conversations so solutions are executable before they are finalized — not retrofitted after launch.

• Adoption Accountability & Bypass Escalation — Own adoption accountability for all engagements moving through ENE Central Intake, regardless of origin. Track whether initiatives are actually landing — not just launched. Own the bypass incident log: when partner teams engage Service Delivery directly without going through ENE Central Intake, document, escalate, and use every incident as a demonstration of how ENE involvement would have improved the outcome.

Qualifications

Experience & Industry Expertise

• 5–7 years of experience in program management, operational governance, engagement model design, or related fields; experience in large workforce or service delivery organizations strongly preferred.

• Demonstrated experience managing complex multi-stakeholder intake or governance processes — with ownership of process design and accountability for outcomes, not just coordination.

• Familiarity with change management frameworks, engagement governance models, or multi-org coordination in a large workforce environment a strong 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 change management, operational governance, program intake design, stakeholder management, or organizational change in large workforce environments.

Customer-Centered Mindset

• Understands that how engagements flow between partner teams and Service Delivery directly shapes expert readiness and customer experience. Governs intake not to slow down partners but to ensure Service Delivery can execute flawlessly on what partners are trying to deliver.

Engagement Governance & Operational Rigor

• Builds and governs intake processes that bring structure, clarity, and accountability to a high-volume flow of partner-to-Service Delivery engagement. Classifies engagement types and sensitivity levels with precision — routing to the right execution partner with the right context every time.

• Ensures COE is at the table from inception — not just informed at rollout. Represents Service Delivery's operational perspective in product and partner conversations in ways that produce better solutions for everyone.

Connect Strategy with Execution

• Connects all forms of partner engagement to the operational and human reality of Service Delivery execution. Owns ENE Central Intake and ensures strategic alignment across COE and all execution partners before engagement reaches the field.

Leadership & Collaboration

• Orchestrates a multi-partner execution model across Expert Change & Readiness Management (ECRM), Comms, Learning & Development, Operational Excellence, product teams, and Service Delivery leadership — without formal authority over any of them. Builds the trust and shared operating rhythm that makes a governance model work in practice. Communicates the value of structured intake compellingly to partners accustomed to direct engagement.

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