Regional Manager, Retail Operations - TurboTax

Join the Intuit Customer Success Team and play a pivotal role in the Turbo Tax Local Service Delivery team. As a Regional Manager of Retail Operations in the Expert Network, you will help scale and grow our nationwide network of retail locations that serve millions of customers every year. With 20 stores already operating, we are expanding our footprint, introducing new services, and exploring innovative store formats—deepening our presence in key markets and evolving from a tax-season business into a year-round destination for financial help.

In this role, you will oversee a portfolio of retail locations in the New York City area, leading on-site experts who assist Turbo Tax customers with product questions and connect them with tax professionals for tax preparation. Beyond tax season, you will play a key role in piloting and testing new services and offerings that draw on the full Intuit ecosystem—including Quick Books and Credit Karma—to serve customers’ broader financial needs throughout the year.

You will build upon our established operational foundation, capturing learnings from across the network, standardizing best practices, and driving consistency and continuous improvement s role requires a leader who is energized by complexity and comfortable operating in an environment where the business model, service offerings, and priorities continue to evolve at pace.

• Expand and manage a portfolio of retail locations in the New York City area, maximizing operational Key Performance Indicators (KPIs), ensuring consistent service quality, and leading a team of local tax experts.
• Drive financial success across all locations with a relentless focus on delivering value to customers while achieving growth and profitability goals.
• Standardize and scale operational best practices by capturing learnings from existing locations and implementing consistent processes across the network, reducing variability and raising the performance floor.
• Pilot and test new services and offerings that leverage the full Intuit ecosystem—including Quick Books and Credit Karma—to expand the store model beyond tax season into a year-round financial services destination, partnering with cross-functional teams to evaluate and scale what works.
• Leverage data and Voice of the Customer (VOC) insights to continuously enhance the customer and expert experience, identify improvement opportunities, and inform network-wide decisions.
• Champion a culture of continuous improvement and operational excellence, creating an environment where teams are empowered to surface problems and iterate quickly.
• Travel to and visit on-site locations for quality monitoring, process assessment, coaching, and ongoing training of front-line experts.
• Partner with peers and cross-functional stakeholders to share best practices, elevate issues appropriately, and contribute to broader network-wide strategic initiatives.
• Drive tech-led and scalable solutions to customer, expert, and business problems.

• A minimum of five years in a formal leadership or people management role, along with project management experience, is required. Experience in leading and managing multiple retail locations is highly preferred.
• Demonstrated ability to scale and continuously improve operations within a fast-paced, growth-oriented environment, with a high tolerance for ambiguity and the ability to lead effectively when priorities, formats, and services are rapidly evolving.
• Experience managing large-scale projects that span multiple stakeholder groups, as well as articulating project status and escalating issues to third-party partners, peers, and senior leaders.
• Strong track record of leading a workforce with a wide range of skills and experiences through goal setting, performance management, and creating an inclusive environment of trust, transparency, and clear expectations.
• Strong analytical capabilities with proven ability to leverage data and analytics to drive performance management and decision-making.
• Excellent interpersonal, communication, and presentation skills.
• Credentialed tax professional licensed to practice before the IRS and/or understanding of…