{"id":1605124,"url":"https://alion.io/job/intuit-director-global-technical-care-delivery","title":"Director, Global Technical Care Delivery","company":{"id":16628,"name":"Intuit","domain":"intuit.com","url":"https://alion.io/company/intuit","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Radancy","truth_index":{"grade":"B","score":78,"open_postings":56,"ghost_share":0,"stale_share":0.857,"repost_share":0.018,"time_to_fill_p50_days":40,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Leadership","role_family":"Leadership","seniority":"head","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["San Diego, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":212500,"max":287500,"currency":"USD","period":"year","gross":null,"usd_annual":287500},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Claude","optional":false},{"name":"Copilot","optional":false},{"name":"ITIL","optional":false},{"name":"QuickBooks","optional":false},{"name":"Self-Healing","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-07-27T00:00:00Z","employer_posted_date":"2026-07-27","last_verified_at":"2026-10-29T11:19:42Z","board_verified":true,"closed_at":null,"days_open":94,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":94},"description":"Intuit is looking for a bold, high impact technology leader to reinvent how we deliver employee technology care at global scale.\nYou will own the end to end support experience for 50,000+ Intuit workers worldwide, spanning:\nGlobal IT Care\n\nExecutive and C Suite support\n\nEmployee onboarding\n\nEndpoint and asset lifecycle\n\nLegal Hold services\n\nSupport for 25,000+ Live Expert workers\n\nLarge scale executive and company events\n\nThis is not a traditional IT support role.\nWe are moving from reactive, ticket based support to an AI first, proactive, self healing care modelwhere technology resolves issues before employees experience them and human expertise is focused where it creates the most value.\nWe 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.\nResponsibilities\nWhat You Will Own\n1. AI-Enabled Self-Help Deflection (Help@Intuit)\nLaunch and scale Help@Intuit as the unified AI support front door across Tech, P&P, and Finance\n\nShift from human-assisted support to AI-first self-service as the primary channel\n\nDeliver seamless omnichannel support with a known employee journey from self-service to human assistance\n\nIntroduce and operationalize Employee Effort Score (EES) as a core quality metric alongside tNPS\n\nTarget:\n\n75%+ Tier 1 contact deflection (from ~60% baseline); 80%+ AI self-service first contact by Q3; tNPS maintained at 93%+\n\n2. Proactive & Predictive Care\nPartner with Endpoint Engineering to operationalize AI- and telemetry-driven self-healing across 80K+ devices\n\nDeploy silent push/pull remediation campaigns that resolve issues before users are impacted\n\nDeliver predictive monitoring for 100% of Executive (C-Suite and VP+) devices\n\nDrive My HuB endpoint dashboard adoption to 40%+ of the workforce\n\nTarget:\n\n25% reduction in unplanned outages; 60%+ break/fix resolved before ticket submission; 35% Y/Y reduction in Executive incidents\n\n3. Claude Cowork Consulting (New Service)\nFormalize the #claudacity community into a structured internal AI workflow consulting service\n\nBuild and operate the service catalog, intake process, SLA, and a team of certified Cowork Workflow Consultants\n\nPublish and maintain a Care-owned Claude Skills Library (150+ skills)\n\nTarget:\n\n50+ engagements; 500+ worker hours saved; #claudacity to 500+ active members; Consulting NPS 70+\n\n4. Elevated Human Care & Expertise\nDefine and implement the Care Tiering Model: AI Tier 0-1 → Human Tier 2 → Expert Tier 3 → Executive Tier 4\n\nUpskill frontline staff to Tier 3+ (advanced diagnostics, cross-functional escalation, empathy-led communication)\n\nGrow talent capable of supporting SVPs and above; scale Video Support for complex remote resolution\n\nUse AI-driven ticket insights and human expert analysis to reduce top contact drivers with partner engineering teams\n\nLaunch omnichannel support portal delivering tNPS of 90+ across TKB, Onsite, Virtual, Executive, and L2 channels\n\nTarget:\n\n80%+ human contacts at Tier 3+ by Q4; CSAT 4.6+/5.0; 15% Video Support adoption; 15% Y/Y top contact driver reduction\n\n5. Asset Lifecycle Automation\nComplete end-to-end API-driven automation across all ALOM workflows: onboarding, refresh, break/fix, collections\n\nLaunch a GenAI-powered self-service portal for employee asset requests with predictive refresh (90-day EOL forecasting)\n\nImplement rapid equipment pickup/drop-off at sites to support reduction of live staff hours at TKBs\n\nExpand outsourced coverage to BCP sites; maintain 99%+ asset inventory accuracy\n\nTarget:\n\n100% workflow automation by Q2; 80%+ self-service adoption; 93%+ laptop collection rate; 10% additional Y/Y cost reduction\n\n6. Workforce Transformation & Scalable Efficiency\nConduct annual clean-sheet review of all Care operations; embed AI across all workflows\n\nContinuously improve worker-to-support ratios while maintaining or improving service levels in every area\n\nMaintain flat or reduced care labor costs Y/Y with quarterly spend variance within ±2% of forecast\n\nBuild one-page career plans for 100% of FTEs; achieve team engagement/pulse scores of 90+\n\nDrive AI Fluency certification for 100% of Care FTE; create updated career ladder with AI-era role titles\n\nTarget:\n\nCorp 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\n\n7. Special Programs Delivery Excellence\nComplete build-out of C-Suite Support Team in San Diego and Mountain View\n\nSupport M&A and divestiture activities as needed; execute Flex Desk rollouts with zero defects and within ±5% of plan\n\nDeliver reliable printer program, scalable mobile program (tNPS 90+, within ±5% of budget), and zero-defect Legal Hold management\n\nImplement AI-enabled care dashboards for RTB decision-making\n\nEnsure flawless Day 1 and Week 1 onboarding/offboarding experiences for all new hires\n\nManage T4I Care Finance within ±5% of budget through rigorous operating mechanisms\n\n8. Large-Scale Events & Executive Presentations\nOwn 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\n\nManage in-house and third-party strategic suppliers to deliver flawlessly, on schedule, and within budget\n\nEnsure white-glove AV/technology support for all executive-facing and company-wide events\n\nLeadership Expectations\nCoach Group Managers to operate at Director-level through increased ownership and delegation\n\nImplement rigorous operating mechanisms, proactive dashboards, and reduced reactive work\n\nExpand async workflows to reclaim time across the leadership team\n\nReinvest time into strategic growth, skill development, and high-impact initiatives\n\nMaintain C-Suite confidence through consistent, high-quality executive care delivery and proactive relationship management\n\nDrive quarterly “AI Impact” showcases where team members present automations they have shipped\n\nQualifications\nWhat You Bring\nRequired\n12+ years of progressive technology leadership\n\n5+ years leading global support, service delivery, or technology operations at scale\n\nExperience leading large blended organizations (FTEs + Contractors) across multiple geographies\n\nDemonstrated success transforming reactive support into proactive, automated service that still has high employee satisfaction\n\nStrong experience with AI, virtual agents, endpoint automation, and self healing technology\n\nC Suite support experience\n\nStrong financial and vendor management capability\n\nDeep familiarity with ServiceNow, endpoint platforms, and modern IT service management\n\nPreferred\nFortune 500 experience\n\nExperience with Claude, Copilot, or enterprise GenAI platforms\n\nAsset lifecycle and field workforce support experience\n\nITIL v4, Lean, Six Sigma, or MBA\n\nWho You Are\nYou are not energized by running yesterday’s support model better.\n\nYou want to build what replaces it.\n\nYou move fast, simplify aggressively, challenge assumptions, and combine bold innovation with disciplined execution.\n\nYou believe the best support ticket is the one that never gets created.\n\nWhat gets you hired won't be your experience running support. It will be your vision for replacing it. Come prepared to tell us how you would eliminate half the tickets we receive today, how AI changes the operating model, and what enterprise technology care should look like five years from now.\nWhy Intuit\nThis is an opportunity to lead one of the most ambitious AI first technology care transformations in the industry, with visibility across Intuit’s CIO, CTO, and C-suite ecosystem.\nIntuit 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.\n The expected base pay range for this position is:San Diego $212,500 - $287,500\nMountain View, CA $245,000- $331,500","description_format":"text","description_chars":8374,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":5,"team_size_min":null,"manages_managers":false,"education":{"level":"master","optional":false},"security_clearance":false,"languages":[]},"benefits":["Company events","Equity"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Personal Finance Apps & Education","Accounting & Tax Software","Tax Advisory & Preparation"],"lifecycle":[{"event":"open","at":"2026-10-01T19:46:43Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 719 · green card filings: 199","filings_12m":719,"filings_prev_12m":718,"green_card_filings_12m":199,"median_offered_wage_usd":177081,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":62}],"liveness":{"score":13,"band":"cold","label":"Long shot","p_open":1,"p_active":0.479,"p_room":0.28,"age_days":94,"expected_fill_days":40,"reasons":["conf:2","stale_co","velocity","win:tail","crowd:brand"],"computed_at":"2026-10-29T05:49:05Z"},"pay":{"stated_usd_annual":287500,"is_top_pay":true},"html_url":"https://alion.io/job/intuit-director-global-technical-care-delivery","json_url":"https://alion.io/job/intuit-director-global-technical-care-delivery.json","meta":{"generated_at":"2026-10-29T15:33:14Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":23365,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":16628},"rest":"https://alion.io/mcp/rest/get_company?id=16628"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fintuit-director-global-technical-care-delivery"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fintuit-director-global-technical-care-delivery"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fintuit-director-global-technical-care-delivery"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/intuit-director-global-technical-care-delivery\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fintuit-director-global-technical-care-delivery"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1605124}},{"tool":"search_jobs","arguments":{"company":"intuit.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1605124},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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