Consumer Group Expert Services Operations - Program Design & Operations

Location: San Diego, California; Atlanta, Georgia; Frisco, Texas; Mountain View, California; or New York, New York, United States

Salary: $137,500–$186,000 in San Diego; $147,500–$199,500 in Mountain View, California; or $131,500–$178,000 in New York

Company

hirify.global is a financial technology platform serving approximately 100 million customers through products including TurboTax, Credit Karma, QuickBooks, and Mailchimp.

What you will do

• Design, document, and govern service delivery standard work for seasonal Service Delivery teams.
• Own the program-level Quality Review Team framework, including quality standards, calibration benchmarks, and improvement feedback loops.
• Lead tax content strategy and knowledge management infrastructure across business lines.
• Drive readiness planning for three annual peak seasons, coordinating with Service Delivery, Learning & Development, operations, and technology teams.
• Partner with Service Recovery and the Office of the President to prevent quality and service escalations.
• Maintain governance documentation, identify operational gaps, simplify frameworks, and build capability in Service Delivery leaders.

Requirements

• 5–7 years of experience in program management, service delivery operations, content strategy, or a related field.
• Experience designing and governing operational frameworks or standards at scale from initial design through ongoing governance.
• Ability to develop program plans, governance models, and operating rhythms for complex seasonal cycles.
• Experience managing multiple workstreams, dependencies, risks, and resource gaps in a fast-paced environment.
• Strong cross-functional collaboration and communication skills, with the ability to lead through influence.
• Experience in tax services, financial services, or SaaS is preferred; familiarity with knowledge management, quality assurance frameworks, or expert workforces is a plus.

Culture & Benefits

• Work focused on improving assisted and full-service tax experiences for customers.
• Collaboration spans Service Delivery, Learning & Development, workforce operations, and technology.
• Competitive compensation with potential cash bonus, equity rewards, and employee benefits.
• Pay is adjusted based on job-related knowledge, skills, experience, and work location.