Head of Global BPO Strategy & Performance — Sales
- Location
- Mountain View, California, United States; San Francisco, California, United States; San Diego, California, United States; New York, New York, United States; Atlanta, Georgia, United States
- Work mode
- On-site
- Employment type
- Full-time
About the job
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 ris
From Intuit's careers page (Company careers page), checked 31 Oct 2026.
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Posted 5 Oct 2026 · checked 31 Oct 2026 · Report this job