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Job Overview

Intuit’s Consumer Platform organization is evolving how we deliver customer experiences at scale through data-driven, technology-enabled operations. As part of this evolution, a Consumer Business Unit is integrating into Intuit’s broader operating model, requiring strong operational leadership, analytical rigor, and systems thinking to ensure service continuity and long-term scalability.

The Staff Operations Strategy & Analytics Lead plays a critical role in this transformation. This role is responsible for owning day-to-day operational performance for the Business Unit while also serving as a key leader in the migration of systems and processes into Intuit’s operating model.

This role sits at the intersection of analytics, operations, systems, and execution. Success requires the ability to connect data to decisions, influence cross-functional partners, manage operational risk, and design scalable solutions. This is a staff-level individual contributor role with broad scope and significant impact.

Responsibilities

Own operational performance for the Business Unit, including monitoring and driving Service Level (SL), volume, throughput, and efficiency outcomes.
Establish and maintain a strong operational rhythm, including performance reviews, root cause analysis, risk identification, and action tracking.
Lead analytical efforts to diagnose operational issues, connect drivers across demand, capacity, process, and systems, and translate insights into clear recommendations.
Use quantitative and qualitative data to identify performance trends, validate hypotheses, and inform leadership decisions.
Partner closely with Customer Experience, Service Delivery, Product, Engineering, and Data teams to ensure operational requirements are reflected in system and process design.
Serve as a core contributor and leader in the migration of Business Unit systems and workflows into Intuit’s operating model.
Identify gaps between current-state and future-state processes and help design scalable, durable operating solutions.
Anticipate and mitigate operational risks associated with system changes, ensuring continuity of service levels during migration.
Communicate performance insights, risks, and recommendations clearly to Senior Leaders and Executives, tailoring messaging for different audiences.
Proactively seek feedback from operational partners and leadership to continuously refine processes and improve execution.
Simplify and improve existing workflows to increase efficiency, reliability, and transparency.
Act as an informal leader for change management within the Business Unit operating space.
Contribute to cross-functional initiatives that improve customer experience, service reliability, and operational outcomes.

Qualifications

Required Qualifications

8+ years of experience in operations strategy, analytics, business operations, or a related field.
Strong analytical background with demonstrated experience using data to diagnose operational performance and drive decisions.
Experience working in Workforce Management (WFM) or closely related operational planning functions.
Proven ability to work with complex systems and processes, and to understand how system behavior impacts operational outcomes.
Demonstrated ability to influence cross-functional partners without direct authority.
Strong written and verbal communication skills, including the ability to present clearly and confidently to Senior Leaders and Executives.
Strong problem-solving skills and sound judgment when operating in ambiguity.

Preferred Qualifications

Experience leading or supporting system migrations or operating model transformations.
Hands-on experience with service or contact center platforms such as Aspect, Verint, Amazon Connect, NICE, or similar systems.
Experience partnering closely with Product and Engineering teams on operational implications of system design decisions.

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:

Southern California $ 147,000- 199,000

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