Director, Global Technical Care Delivery

Overview

Intuit is looking for a bold, high impact technology leader to reinvent how we deliver employee technology care at global scale.

Overview

Intuit is looking for a bold, high impact technology leader to reinvent how we deliver employee technology care at global scale.

Intuit is looking for a bold, high impact technology leader to reinvent how we deliver employee technology care at global scale. You will own the end to end support experience for 50,000+ Intuit workers worldwide, spanning:

• Global IT Care
• Executive and C Suite support
• Employee onboarding
• Endpoint and asset lifecycle
• Legal Hold services
• Support for 25,000+ Live Expert workers
• Large scale executive and company events

This is not a traditional IT support role. We are moving from reactive, ticket based support to an AI first, proactive, self healing care model where technology resolves issues before employees experience them and human expertise is focused where it creates the most value. We want a leader who will challenge existing models, form a strong point of view, move quickly, and deliver visible transformation while maintaining world class operational performance.

Responsibilities

What You Will Own

• AI-Enabled Self-Help Deflection ( )
• Launch and scale as the unified AI support front door across Tech, P&P, and Finance
• Shift from human-assisted support to AI-first self-service as the primary channel
• Deliver seamless omnichannel support with a known employee journey from self-service to human assistance
• Introduce and operationalize Employee Effort Score (EES) as a core quality metric alongside tNPS
• Target:
• 75%+ Tier 1 contact deflection (from ~60% baseline); 80%+ AI self-service first contact by Q3; tNPS maintained at 93%+
• Proactive & Predictive Care
• Partner with Endpoint Engineering to operationalize AI- and telemetry-driven self-healing across 80K+ devices
• Deploy silent push/pull remediation campaigns that resolve issues before users are impacted
• Deliver predictive monitoring for 100% of Executive (C-Suite and VP+) devices
• Drive My HuB endpoint dashboard adoption to 40%+ of the workforce
• Target:
• 25% reduction in unplanned outages; 60%+ break/fix resolved before ticket submission; 35% Y/Y reduction in Executive incidents
• Claude Cowork Consulting (New Service)
• Formalize the #claudacity community into a structured internal AI workflow consulting service
• Build and operate the service catalog, intake process, SLA, and a team of certified Cowork Workflow Consultants
• Publish and maintain a Care-owned Claude Skills Library (150+ skills)
• Target:
• 50+ engagements; 500+ worker hours saved; #claudacity to 500+ active members; Consulting NPS 70+
• Elevated Human Care & Expertise
• Define and implement the Care Tiering Model: AI Tier 0–1 → Human Tier 2 → Expert Tier 3 → Executive Tier 4
• Upskill frontline staff to Tier 3+ (advanced diagnostics, cross-functional escalation, empathy-led communication)
• Grow talent capable of supporting SVPs and above; scale Video Support for complex remote resolution
• Use AI-driven ticket insights and human expert analysis to reduce top contact drivers with partner engineering teams
• Launch omnichannel support portal delivering tNPS of 90+ across TKB, Onsite, Virtual, Executive, and L2 channels
• Target:
• 80%+ human contacts at Tier 3+ by Q4; CSAT 4.6+/5.0; 15% Video Support adoption; 15% Y/Y top contact driver reduction
• Asset Lifecycle Automation
• Complete end-to-end API-driven automation across all ALOM workflows: onboarding, refresh, break/fix, collections
• Launch a GenAI-powered self-service portal for employee asset requests with predictive refresh (90-day EOL forecasting)
• Implement rapid equipment pickup/drop-off at sites to support reduction of live staff hours at TKBs
• Expand outsourced coverage to BCP sites; maintain 99%+ asset inventory accuracy
• Target:
• 100% workflow automation by Q2; 80%+ self-service adoption; 93%+ laptop collection rate; 10% additional Y/Y cost reduction
• Workforce Transformation & Scalable Efficiency
• Conduct annual clean-sheet review of all Care operations; embed AI across all workflows
• Continuously improve worker-to-support ratios while maintaining or improving service levels in every area
• Maintain flat or reduced care labor costs Y/Y with quarterly spend variance within ±2% of forecast
• Build one-page career plans for 100% of FTEs; achieve team engagement/pulse scores of 90+
• Drive AI Fluency certification for 100% of Care FTE; create updated career ladder with AI-era role titles
• Target:
• Corp Virtual SD ratios: 390:1 (large), 250:1 (med), 100:1 (small); Live Expert ratio from 291:1 to 320:1; 4+ new self-service automation tools delivered
• Special Programs Delivery Excellence
• Complete build-out of C-Suite Support Team in San Diego and Mountain View
• Support M&A and divestiture activities as needed; execute Flex Desk rollouts with zero defects and within ±5% of plan
• Deliver reliable printer program, scalable mobile program (tNPS 90+, within ±5% of budget), and zero-defect Legal Hold management
• Implement AI-enabled care dashboards for RTB decision-making
• Ensure flawless Day 1 and Week 1 onboarding/offboarding experiences for all new hires
• Manage T4I Care Finance within ±5% of budget through rigorous operating mechanisms
• Large-Scale Events & Executive Presentations
• Own and manage the Intuit Events Space including executive presentations, State of the Company events, annual C-Suite meetings, quarterly Board of Directors meetings, QuickBooks Connect, and other large-scale global events
• Manage in-house and third-party strategic suppliers to deliver flawlessly, on schedule, and within budget
• Ensure white-glove AV/technology support for all executive-facing and company-wide events

Leadership Expectations

• Coach Group Managers to operate at Director-level through increased ownership and delegation
• Implement rigorous operating mechanisms, proactive dashboards, and reduced reactive work
• Expand async workflows to reclaim time across the leadership team
• Reinvest time into strategic growth, skill development, and high-impact initiatives
• Maintain C-Suite confidence through consistent, high-quality executive care delivery and proactive relationship management