Intuit is a global technology platform that helps consumers and small businesses overcome their most important financial challenges. Serving more than 100 million customers worldwide with TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.

• Lead a 20-person team of HR Connect specialists and performance advisors, including three people managers, in delivering HR support (tier 2 and above) in a way that fuels employees’ success.
• Grow and develop talent on the team, by knowing their career aspirations and supporting them with regular feedback, monthly check-ins, and stretch, mobility, and learning opportunities.
• Define, own and implement Intuit’s strategy on empowering fully digital and digital-assisted help (including our GenAI strategy in this space), providing best-in-class human support and establishing how the two intersect and work seamlessly together, working closely with key stakeholders and partners.
• Define and partner with Intuit’s Experience Solutions, People Analytics, Research and Technology, Technology for Intuit and Shared Services teams on how we measure experiences, reduce friction and use automation and GenAI to improve scalability, consistency and speed in our support experiences, while keep our employee-first, caring culture.
• Manage an outsourced partner team answering HR questions globally, including managing partner budget and driving accountability to operational standards and service levels (response times, resolution time, and retaining 84+ tNPS).
• Shape and continue to improve how we build manager capability and accountability for addressing situations where employees are not meeting expectations and support employees through the process, so they have opportunities to improve.
• Build, scale and maintain operational excellence in delivery of employee-facing People support and manage our data-driven continuous improvement system for People programs, working in close partnership with Centers of Excellence and other content and program owners.
• Build and maintain designated employee support programs – for example, employee death, hardship, natural disaster support.
• Appropriately resource and coach the team in incident and crisis response, cross-team and cross-functional initiative and project work and other short-term mission-based team work.

• Deep expertise and experience in transformative, employee-facing People (HR) support services at a global, large company, as demonstrated by 15 years of relevant work experience.
• Demonstrated ability to lead at scale in a centralized People support model in partnership with Centers of Excellence.
• Extensive experience implementing and/or maintaining a centralized case management system and using case and other data to continuously diagnose and improve programs, collaborating with and influencing changes with program owners and other stakeholders.
• Minimum 5-7 years of experience managing people with a stellar track record of building high-performing teams and leading at an executive level.
• Global experience and ability to support multiple countries across a broad range of People requirements, processes, and cultural norms, including standing up People support and performance processes, templates, and workflows in new countries.
• Demonstrated experience bringing creative, innovative approach to solving experience and support problems, driving major operational improvements and excellence, and working at the ever-changing right intersection of digital and human support.
• Talent steward who attracts, grows, and inspires top, diverse talent and global teams, who has worked seamlessly across multiple countries and cultures and successfully taken teams through change and transformation.