We have an immediate opportunity for a Group Manager – Quality Management System (QMS) to lead the design, implementation, and continuous improvement of our enterprise-wide Quality System in San Diego, CA.

You will be part of the Operational Excellence and Continuous Improvement team, responsible for embedding a culture of data-driven quality, coaching excellence, and customer obsession across Intuit’s Customer Success, Partner Operations, and Sales organizations.

In this role, you will define and operationalize the Quality Management System (QMS) strategy that drives measurable improvements in Service Quality, customer outcomes, and business performance. You will work closely with cross-functional stakeholders, including Operations, Technology, Data Science, and Change Management, to scale consistent, explainable, and automated quality standards across global contact center operations.

Responsibilities

• Lead the design, deployment, and continuous evolution of the Quality Management System (QMS) across all business units and partner sites.
• Establish a unified quality governance model integrating AI-based scoring, human audit frameworks, and coaching feedback loops.
• Partner with Product and Technology teams to define system requirements, guide QMS platform enhancements, and ensure seamless data integration and reporting.
• Develop and maintain the Quality Policy, Standards, and Procedures that underpin service excellence and compliance.
• Define and track key quality performance indicators (KPIs) such as Service Quality Score (SQS), Critical Error Rate, and Coaching Effectiveness, ensuring alignment with customer and business outcomes.
• Drive process optimization and corrective action plans based on quality insights, focusing on root cause elimination and sustainable improvement.
• Build internal capability through quality leadership coaching, calibration sessions, and certification of Quality Leaders and Coaches.
• Partner with Operational Excellence and Learning teams to embed QMS principles into daily management, problem-solving, and performance routines.
• Ensure compliance with internal and external standards and lead readiness for any quality-related audits or reviews.
• Cultivate a culture of continuous improvement and accountability across operations, promoting ownership, advocacy, and expertise at every level.

Qualifications

• Bachelor’s degree in Business Operations, Quality Management, Engineering, or equivalent work experience; Master’s preferred.
• Lean Six Sigma Black Belt (LSSBB) or equivalent certification required.
• Proven experience designing, deploying, and running Quality Management Systems within large-scale, global contact center or customer success environments.
• Strong understanding of technology platforms, data architecture, and AI-based quality systems; able to translate operational needs into technical requirements.
• Experience collaborating with Tech, Data, and Product teams to develop automation and quality analytics capabilities.
• Demonstrated success leading cross-functional quality improvement programs with measurable business impact.
• Strong facilitation and stakeholder management skills; able to influence at all organizational levels.
• Deep understanding of Continuous Improvement, Root Cause Analysis, and Process Control methodologies.
• Familiarity with ISO 9001, COPC, or equivalent quality frameworks is highly desirable.

The experience you need to excel in the role:

• 7–10 years of professional experience leading Quality or Operational Excellence programs in a complex, multi-site or global organization.
• Proven track record deploying QMS frameworks that integrate human auditing with technology-driven quality monitoring.
• Experience driving measurable improvements in Customer Satisfaction, Issue Resolution, and Compliance metrics.
• Strong partnership skills with Technology, enabling automation, systemization, and continuous measurement of quality performance.
• Ability to coach and develop leaders in adopting data-driven quality management practices.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position will 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: Southern California $190,000-257,000