Manager, Retail Operations - TurboTax

As a Turbo Tax Retail Location Manager, you'll be the driving force behind a high-performing, customer-focused local tax preparation center. With energy and purpose, you will lead a cross-functional team of motivated individuals, empowering them to deliver exceptional experiences to customers while ensuring operational excellence of the store. Your team will include Local Tax Experts who provide tax filing services to customers, as well as Concierges, who are a customer's first point of contact at Turbo Tax, experts at guiding customers to the right Turbo Tax solution for their specific needs.

From guiding Tax Experts through complex situations, to inspiring your staff to deliver a best-in-class customer experience, you'll create an environment where every interaction delights customers and reflects the Turbo Tax brand. This is your opportunity to make a measurable impact - on your store's success, your team's growth, and your community's ability to get their taxes done easily and with confidence.

This role is nonexempt and requires onsite presence at a Turbo Tax retail location in the United States. Locations include:
Bellevue, WA;
Brooklyn, NY;
Garden City, NY;
Costa Mesa, CA;
Culver City, CA;
Pasadena, CA;
Chicago, IL;
Dallas, TX;
Scottsdale, AZ.

• Provide ongoing coaching and mentorship to develop team skills and confidence.
• Deliver constructive feedback and recognition that drives engagement and performance.
• Conduct performance reviews and set clear, motivating goals for each team member
• Foster a collaborative, high-energy culture where employees feel valued, supported, and inspired to deliver their best work.

• Ensure exceptional customer service and smooth customer journeys, from initial greetings by Concierges to Local Tax Experts’ filing support.
• Personally handle escalated customer concerns and ensure swift resolution.
• Monitor and analyze customer feedback to enhance the store experience and implement continuous improvements.

• Oversee all store operations, including scheduling, facility compliance, and technology troubleshooting.
• Ensure adherence to company policies, security standards, and regulatory requirements.
• Maintain an organized and welcoming store environment to facilitate efficient operations and an exceptional customer experience.

• Own and manage the store’s P&L and key performance indicators (revenue, funnel conversion, operational efficiency, customer satisfaction.
• Analyze store-level customer feedback to identify service improvement opportunities and enhance the customer journey.
• Partner with corporate leadership to implement innovative strategies for revenue growth and operational excellence.

• Advocate for the store as a trusted, valuable community resource.
• Develop strong relationships within the local community to promote the Turbo Tax brand and establish the store as an accessible financial help center.
• Participate in local events or networking opportunities to attract and retain customers.

• Leverage your deep understanding of taxes to personally support customer filings during peak periods or when team support is required.
• Guide Local Tax Experts through complex tax questions, leveraging your knowledge and expertise to ensure accurate, compliant filings.

Experience:

• 3+ years in retail management, service industry leadership, or customer-facing leadership roles.
• Preferred:
  Extensive prior experience preparing individual returns.
• Prior experience as a people manager.
• Proven success managing KPIs and achieving operational benchmarks.
• Experience handling escalated customer complaints and delivering successful resolutions.
• Preferred:
  Active credential: EA (Enrolled Agent), CPA (Certified Public Accountant), or Practicing Attorney with strong tax preparation experience and extensive knowledge of tax laws is a plus.

Skills &

Competencies:

• Leadership: Strong ability to inspire, engage, and develop a team of tax professionals and customer support staff.
• Customer Centricity: Passionate about delivering “wow” experiences to customers and…