Head of Core & Premium Accountant Support

Company Overview

Job Overview

We are seeking an operationally rigorous and transformation-minded leader to serve as Group Manager, Core & Premium Accountant Support — a foundational role within our Accountant Customer Success organization. This leader owns the end-to-end support experience for the core of our ProAdvisor base, delivered through a multi-partner outsourced delivery network spanning globally, alongside an internal team of QuickBooks experts.

This is a senior leadership role at the center of a major initiative to transform Accountant support from a tenure-based generalist model into a tiered, credentialed, expertise-driven ecosystem. The leader will be accountable both for the day-to-day performance of a large-scale delivery network and for the structural reshaping of that network's talent and partner footprint to meet ambitious new quality and resolution standards. This role is driven by operational excellence at scale, partner governance, and the disciplined execution of a workforce transformation across both outsourced and internal teams.

Responsibilities

• Own end-to-end service delivery and KPI performance (customer satisfaction, issue resolution, service quality, handle time, transfer rate) for the Core and Premium Accountant segments across all delivery sites and partners.

• 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 experts, owning their performance, development, and integration into the broader delivery model under the appropriate internal policies.

• Transform Accountant Support, evolving the staffing footprint toward credentialed talent markets.

• Drive the elevated-expertise transformation at scale: partner with Learning & Development, Recruiting, and Workforce Management to operationalize new hiring profiles, accelerated onboarding, credentialing pathways, and skills-gap remediation for the existing team.

• Lead data-informed, site-level strategic decisions on footprint, capacity, and talent allocation.

• Manage demand and capacity planning across the network in partnership with Workforce Management, balancing service levels, unit economics, and an evolving talent mix.

• Serve as a senior escalation point for systemic delivery issues, performance interventions, and partner site risks.

• Establish and govern a consistent performance management cadence (business reviews, performance-band reviews, calibration) across all partners and internal teams, ensuring a single standard for coaching, accountability, and underperformer action.

• Partner cross-functionally with Product, Finance, Workforce Management, and Partner Management to align delivery capability with program milestones and isolate initiative-attributable performance gains amid concurrent product changes.

• Develop clear, data-backed business cases to justify investment in credentialed hiring, training, and headcount, connecting service delivery outcomes to partner growth and platform adoption.

• Provide executive-level reporting and thought leadership on the readiness, risks, and trajectory of the support transformation.

Qualifications

• 15+ years of experience in service delivery, contact center operations, or customer success in a senior people leadership role.

• Scaled Operations Leader: Proven track record managing large, distributed service organizations and delivering against quality, resolution, and productivity KPIs at high contact volume.

• Outsourced Partner Management: Deep experience managing outsourced delivery partners across multiple geographies — including performance governance, contractual accountability, and multi-site footprint decisions.

• Hybrid Workforce Management: Demonstrated ability to lead both vendor-managed and internal/badged employee teams, navigating the different management, policy, and accountability models each requires.

• Transformation & Change Leader: Experienced leading complex operational and workforce transformation at scale — including hiring-profile shifts, training redesign, and location strategy — in high-change environments.

• Data-Driven Operator: Strong command of operational analytics; able to translate performance data into targeted interventions, site strategy, and investment cases.

• Boundaryless Leader: Strong cross-functional influence across Product, Finance, Workforce Management, Learning & Development, and Partner Management.

• Team & Talent Builder: Proven history of hiring, developing, and leading high-performing leaders and frontline teams; experience building leadership pipelines across a multi-layer organization.

• Communication & Stakeholder Management: Exceptional written and verbal communication, with the ability to tailor messaging to partners, frontline experts, and executive leadership.

• Domain Experience (Preferred): Prior experience in accounting, tax, bookkeeping, or financial services support is a strong advantage.

• Bachelor's degree or equivalent practical experience; MBA or focus in Accounting/Finance/Operations is 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: