About this role
Intuit's GBSG serves millions of small and mid-market businesses across QuickBooks, Mailchimp, Payments, Payroll, and Capital — through a global engine that spans in-house sellers, partner channels, and a large and growing network of outsourced (BPO) delivery partners across North America, LATAM, EMEA, and APAC. That BPO network is now a material part of how Intuit acquires, converts, expands, and retains customers.
We are hiring a leader to make it one thing: a single, corporate-level BPO strategy and a single performance management system that every sales segment and region runs against.
This is a high-ownership, high-visibility role. You will define Intuit's point of view on what work belongs in-house versus with a partner, which partners we bet on and where, how we pay them, how we measure them, and how we hold them to a standard. You'll operate as the internal authority on world-class global business services — bringing the best-in-class knowledge of how elite companies design, contract, govern, and continuously improve outsourced delivery at scale — and you'll translate it into a model that works for Intuit's segments, our data, and our AI-first operating ambition.
This is a build role. You will own the function end to end and lead it through influence across Sales, Finance, RevOps, Procurement, and our partner network, with the expectation that the team grows underneath the strategy you set.
The ideal candidate has done this from more than one seat: top-tier strategy consulting at the Principal / Associate Partner level, plus real operating time owning a BPO or Global Business Services portfolio. You are equally comfortable building the three-year sourcing thesis for an executive audience and sitting in a offshore BPO QBR telling a partner, with the data in front of you, exactly where they are short and what happens next.
Responsibilities
Define the corporate BPO strategy and operating model
- Build and work cross functionally to define Intuit's multi-year BPO strategy across sales segments (e.g., SMB, Mid-Market, Mailchimp) and geographies — the portfolio thesis, the geographic footprint, and the partner bench.
- Own the make-versus-buy framework: which motions, roles, and customer segments are best served in-house, by partners, or by AI agents — and the decision criteria, cost-to-serve economics, and risk posture behind each call.
- Set the strategy for AI-enabled delivery inside the partner network: what gets automated, how productivity gains are shared commercially, and how the partner footprint evolves as agentic capability lands.
- Represent the BPO agenda in corporate planning, budgeting, and investment reviews; own the executive narrative to Sales, Finance, and Operations leadership.
Own the commercial construct
- Lead sourcing strategy and competitive RFPs end to end, partnering with Procurement, Legal, Finance, Security, and Privacy.
- Design commercial models that actually drive the behavior we want — rate cards, outcome- and performance-based pricing, gainshare, volume and productivity commitments — and negotiate MSAs, SOWs, and SLA schedules.
- Own total cost of delivery across the portfolio: cost per acquisition, cost to serve, revenue per FTE, and the productivity curve we hold partners to year over year.
Build and run the global performance management system
- Define BPO strategy across Intuit GBSG and performance framework (e.g., scorecards, SLA and KPI definitions, data lineage, and reporting)
- Install the governance cadence: weekly operating reviews, monthly business reviews, quarterly business reviews, and an annual strategic review, with clear escalation tiers and decision rights.
- Diagnose underperformance to root cause and run remediation to resolution — performance improvement plans, volume reallocation, site or partner exit — with the analytical case to back every decision.
- Partner with Data Science, RevOps, and Finance to close measurement gaps so partner performance is visible at site, team, and agent level, not just in aggregate.
Lead transitions and transformation
- Own site launches, partner transitions, migrations, and exits: knowledge transfer, ramp and certification plans, hiring and attrition assumptions, and the risk plan that keeps revenue whole through the change.
- Define BPO capacity and workforce planning with partners — work with Demand Forecasting, staffing models, seasonality, shrinkage, attrition, and speed-to-productivity.
- Codify best practice across the network so what works in one geography becomes the standard in all of them.
Lead through influence across the company
- Act as the single point of accountability for BPO across Sales leaders, Finance, RevOps, Procurement, Legal, Security, Privacy, Workforce Management, Enablement, and Product.
- Build trusted, senior relationships with partner executives — collaborative enough to co-invest, direct enough to hold a hard line.
- Ensure the network operates within Intuit's standards for data protection, privacy, security, business continuity, and regulatory compliance in every jurisdiction we operate in.
Qualifications
Requirements
- 12+ years of progressive experience spanning top-tier management consulting (Principal / Associate Partner level or equivalent) and in-house strategy, global business services, or vendor management leadership.
- Demonstrated ownership of a global BPO, GBS, or outsourced delivery portfolio at scale — ideally including sales, inside sales, or revenue-generating motions, not customer support alone.
- Deep, current knowledge of the global BPO provider landscape and delivery geographies, and a real point of view on which partners and locations are right for which work.
- Proven experience designing and negotiating outsourcing commercial models, including outcome-based and gainshare constructs, in partnership with Procurement and Legal.
- Track record of building performance management and governance systems from scratch — SLA and KPI architecture, scorecards, QBR cadence, escalation and remediation mechanics.
- Strong financial and analytical rigor: unit economics, cost-to-serve modeling, capacity and workforce planning, and comfort working directly with data (Salesforce, SQL, Tableau or equivalent).
- Executive presence and influence: able to align VP and SVP stakeholders across multiple functions and geographies without direct authority, and to challenge courageously when the data says something leadership doesn't want to hear.
- Experience operating across cultures and time zones, with the judgment to adapt a global standard to local reality without losing the standard.
- Bias for action and comfort with ambiguity — this role starts with a network that exists and a strategy that doesn't.
Preferred Qualifications
- Experience deploying AI or automation inside an outsourced delivery environment and renegotiating the commercial model around it.
- Background in SaaS, fintech, or high-velocity subscription sales.
- Experience standing up a vendor management office or global sourcing function.
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:
Mountain View $212,000 - $287,000
New York $208,000- $281,500
San Diego, CA $200,500- $271,000