About this role
Intuit is building the human backbone behind our AI agents — the workforce that validates, corrects, and builds confidence in AI-driven guidance and resolution for millions of customers. We're looking for a Principal WFM Planner to help define how Intuit plans, forecasts, and operationalizes this work from the ground up.
This is a founding, high-visibility role. You won't be optimizing an existing WFM function — you'll be defining what workforce management looks like for an entirely new category of work: AI Annotation Human Validation. You'll shape the vision and operating model for how we forecast demand, plan headcount, and ultimately stand up a Center of Excellence (CoE) that ensures every AI agent interaction is backed by a human validation layer customers can trust. You'll also own the day-to-day operational execution that keeps this engine running reliably.
If you think like an owner, move without waiting to be told what's next, and can hold both the long-range strategy and the operational details in your head at once, this role is built for you.
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Why This Role Matters
AI agents are only as trustworthy as the validation layer behind them. This role sits at the center of that trust — defining how Intuit plans and scales the human workforce that ensures every piece of AI guidance our customers receive is accurate, validated, and reliable. The work you do here will directly shape how confidently Intuit can scale AI-driven customer experiences.
Responsibilities
What You'll Do
Strategy & Vision
- Define Intuit's forecasting and headcount planning methodology for AI Annotation Human Validation work — a function that doesn't have an established playbook yet, so you'll be writing it.
- Build the long-term vision and roadmap for a Human Validation Center of Excellence, including the operating model, staffing strategy, and scalability plan as AI agent volume grows.
- Partner with AI/ML, Product, and Operations leaders to understand upstream AI agent roadmaps and translate them into workforce demand signals.
- Establish the standards, SLAs, and quality bar that define what 'high confidence' human validation means at Intuit, and build the planning muscle to consistently deliver against it.
Execution & Operations
- Own day-to-day WFM operations for the human validation workforce: forecasting, scheduling, capacity planning, and real-time performance management.
- Build and maintain forecasting models that account for AI agent volume, complexity mix, and accuracy/confidence thresholds.
- Monitor operational health (coverage, utilization, service levels, backlog) and proactively adjust plans to prevent gaps in validation coverage.
- Build reporting and dashboards that give leadership visibility into workforce performance and its direct link to AI accuracy outcomes.
Cross-Functional Leadership
- Act as the connective tissue between WFM, Operations, AI/ML teams, and Customer Experience leadership.
- Influence headcount, tooling, and process decisions at a strategic level while also being hands-on enough to solve operational problems in the moment.
- Represent the human validation function in planning forums, bringing a customer-outcome lens to every recommendation.
Qualifications
Who You Are
A strategic thinker who can build a multi-year vision from a blank page, but doesn't lose sight of this week's operational realities.
A self-starter who operates with minimal direction — you see ambiguity as a starting point, not a blocker.
Someone who thinks from the customer's end: every forecasting or staffing decision is ultimately in service of accurate, trustworthy AI guidance for the customer on the other end.
Comfortable building something that doesn't exist yet, and confident enough to make the call when there's no precedent to follow.
A natural collaborator who can earn trust and alignment across AI/ML, Product, and Operations without formal authority over those teams.
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What You Bring
Significant experience in Workforce Management — forecasting, capacity/headcount planning, and operational management, ideally at a Principal or senior strategic level.
Experience building or scaling a new operational function or Center of Excellence, ideally in a human-in-the-loop, trust & safety, content moderation, data annotation, or AI/ML operations context.
Strong quantitative and analytical skills — comfort building forecasting models and translating data into staffing and process decisions.
Experience partnering with AI/ML or technical product teams to understand how model performance and volume translate into operational demand.
Excellent executive communication skills — able to flex between vision-setting with leadership and hands-on problem-solving with operations teams.
A track record of operating autonomously and driving outcomes without heavy oversight.
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:
San Diego $204,000 - $276,000