OneMain Financial Jobs

Overview

Intuit's Assisted Commercialization organization is seeking a Senior Specialist in Standard Operating Procedure (SOP) & Training to lead the strategy that enables in-store and Expert Center teams to deliver a world-class customer experience, consistently, at scale, and across every location. You will drive strategy for how technology can impact our standard operating procedures, training programs, and enablement systems that ensure every team member knows exactly what to do, why it matters, and how to do it well.

This role sits within the Assisted Growth Strategy team, reporting to the Group Manager. As the organization grows its physical footprint and introduces AI-powered expert capabilities, the need for clear, well-designed operational standards and effective training has never been greater. You will be the driver for turning strategy and technology into practical, field-ready guidance that frontline teams can execute with confidence.

This is an ideal role for someone who is passionate about operational excellence, loves translating complexity into simplicity, and takes pride in knowing that their work directly shapes the customer experience through the people who deliver it every day.

Responsibilities

• SOP Development & Management: Lead the strategy for how technology shapes standard operating procedures for in-store and Expert Center operations. Cover the full operational spectrum, from customer greeting and intake workflows, to expert engagement protocols, to end-of-day closing procedures. Ensure the strategy is clear, concise, and actionable.

• Training Program Design: Work with our Expert Network and Customer Success teams on developing comprehensive training programs for in-store and EC team members, including onboarding curricula for new hires, ongoing skill-building modules, and just-in-time training for new product launches, technology rollouts, and seasonal ramp-ups.

• AI & Technology Enablement: Create training materials and operational guides that help frontline teams adopt and effectively use new AI-powered tools, expert-matching capabilities, and in-store technology integrations. Ensure the human side of technology adoption is thoughtfully managed.

• Change Management: Serve as the operational change management lead when new products, processes, or technologies are introduced. Develop rollout plans, communication sequences, and transition guides that minimize disruption and accelerate adoption.

• Field Feedback Loop: Be the cornerstone strategy partner capturing frontline feedback on SOPs, training, and operational processes. Use this input to continuously improve materials and ensure they reflect the realities of day-to-day operations.

• Cross-Functional Collaboration: Partner with the programming, technology integration, and omnichannel strategy teams to ensure SOPs and training stay aligned with the latest strategic priorities, technology capabilities, and customer experience standards.

Qualifications

• Minimum Requirements:

• 4+ years of experience in marketing, operations, training and development, enablement, or process design roles

• Strong instructional design skills, ability to break down complex processes into simple, step-by-step strategy

• Excellent writing and communication skills with an ability to work seamlessly across multiple cross-functional teams and stakeholders

• Strong organizational skills and attention to detail

• Bachelor's degree in Business, Communications, Organizational Development, Education, or a related field

• Preferred Qualifications:

• Proven ability to create clear, effective SOPs and training materials for frontline or field teams

• Experience in retail operations, contact center operations, or field enablement

• Background in financial services, tax, SaaS, or technology industries

• Experience supporting technology adoption or change management at the frontline level

• Experience with AI-powered tools or technology-enabled service environments

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 (https://www.intuit.com/careers/benefits/full-time-employees/) ). 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:

EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.