Manager, Retail Operations - TurboTax

Intuit • Massachusetts, Massachusetts • 1w ago

Overview

As a TurboTax 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 TurboTax, experts at guiding customers to the right TurboTax 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 TurboTax 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 TurboTax retail location in the United States.

What you'll bring

Experience:

3+ years in retail management, service industry leadership, or customer-facing leadership roles.

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.

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 fostering loyalty.

Operational Acumen: Strong command of store operations, including inventory, scheduling, and compliance.

Problem Solving: Quick decision-making ability, with the agility to address challenges in real time.

Data Analytics: Skilled in using data to assess performance, identify trends, and make informed decisions.

Communication: Clear verbal and written communication skills, with the ability to collaborate across all levels (team, peers, corporate).

Community Engagement: Experience building rapport and credibility within a community to boost presence and trust.

Tech Proficiency: Strong grasp of platforms like Microsoft Office, scheduling tools, and reporting software.

How you will lead

Leadership & Team Coaching:

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.

Customer Experience & Advocacy:

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.

Operational Excellence:

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.

Store Performance Management:

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.

Community Engagement:

Advocate for the store as a trusted, valuable community resource.

Develop strong relationships within the local community to promote the TurboTax brand and establish the store as an accessible financial help center.

Participate in local events or networking opportunities to attract and retain customers.

Tax Expertise:

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.

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.

Intuit

Go to Apply

Share this job

Similar Jobs

Mate (Assistant Store Manager)

Trader Joe's • Massachusetts, Massachusetts • 1w ago

Retail & Hospitality

Mate (Assistant Store Manager) Location: 504 - 958 Highland Avenue Job Location City Needham Hts Job Location State Massachusetts Job Location Zip Code 02494 Job Type: Mate Starting Pay Rate: $24.00 - $30.00 / hour Hours...

1w ago

Go to Apply

AIRCRAFT MAINTENANCE MANAGER

Headquarters, Air Force Reserve Command • Massachusetts, Massachusetts • 1w ago

Retail & Hospitality

Summary Click on "Learn more about this agency" button below to view Eligibilities being considered and other IMPORTANT information. Air Reserve Technicians are full-time civilian employees who are also members of the Ai...

1w ago

Go to Apply

Retail stocker

Michaels • Massachusetts, Massachusetts • 2w ago

Retail & Hospitality

Store - BOS-DANVERS, MA Deliver friendly customer service, help customers shop our store, and find what they're looking for. Ensure all customers receive a fast and friendly checkout experience. Complete truck unloading...

2w ago

Go to Apply

Retail Events Coordinator

Michaels • Massachusetts, Massachusetts • 2w ago

Retail & Hospitality

Store - BOS-DANVERS, MA Plan, coordinate, and facilitate events (including kids birthday parties) within a Michaels store to provide a stress-free, fun, and engaging experience for guests. Deliver friendly customer servi...

2w ago

Go to Apply

Retail morning stocker

Michaels • Massachusetts, Massachusetts • 2w ago

Retail & Hospitality

2w ago

Go to Apply

Retail events Coordinator- Birthday Parties/ Events

Michaels • Massachusetts, Massachusetts • 2w ago

Retail & Hospitality

2w ago

Go to Apply

Temp Operations Assistant Manager

Teleperformance USA • Massachusetts, Massachusetts • 2w ago

Retail & Hospitality

Category : Client Operations About TP TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world's best brands streamline their business in mean...

2w ago

Go to Apply

Retail Banker I - Milford

TD Bank • Massachusetts, Massachusetts • 4w ago

Retail & Hospitality

Work Location: Milford, Massachusetts, United States of America Hours: 40 Pay Details: $22.50 - $29.00 USD TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunitie...

4w ago

Go to Apply

Software Engineer II

Applause • Massachusetts, Massachusetts • 9h ago

IT & Engineering

Applause is raising the bar for digital quality and employee experience. Recognized as a Top Workplace, Applause provides award-winning software testing and UX research solutions to top brands. Our fully managed services...

9h ago

Go to Apply

Staff Software Engineer - Applied AI

CVS Health • Massachusetts, Massachusetts • 9h ago

IT & Engineering

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care. As the nation's leading health solutions compan...

9h ago

Go to Apply

Subscribe to get new jobs sent directly to you
(no charge, cancel anytime)

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.