Overview
We are building a new model for bringing TurboTax closer to the customer - physically - through our flagship local site staffed with on-site tax experts. As the National Group Manager of the flagship location(s), you will lead the design, launch and scaling of this high-profile and high-impact site. You will be responsible for driving the customer experience, upholding the operational standards, and ensuring high quality performance, all while coordinating across internal retail and marketing teams across our network.
This is a high-visibility, high-impact role where you'll drive innovation, lead cross-functional change, and establish best-in-class retail operations at the intersection of digital and physical service.
We are looking for a leader to help build and manage a collection of local retail locations with front-line experts. This will be a new innovative approach to drive high touch customer service for customers looking to have their taxes prepared and get questions answered in person. This approach leverages local on-site experts in consumer settings to assist TurboTax customers with product-related questions and seamlessly connect them with tax professionals. Be a part of a dynamic team dedicated to bringing our world-class tax services directly into our customers' communities.
This role is exempt and requires onsite presence at our TurboTax location in NYC.
Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is:
Bay Area California Pay Transparency: $190,500 - 257,500
Southern California Pay Transparency: $169,000 - 228,500
Colorado Pay Transparency: $152,000 - 205,500
Massachusetts Pay Transparency: $159,500 - 216,000
New York Pay Transparency: $166,000 - 224,500
Washington Pay Transparency: $159,500 - 216,000
Washington DC Pay Transparency: $152,000 - 205,500
This position will 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 pay equity for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.
What you'll bring
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 adapt to changes while working in a startup setting within a larger organization
Demonstrated success in managing multiple retail locations, or complex, distributed service operations
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
Experienced in recruiting, coaching, and scaling talent across diverse functional areas
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 IRS procedures a plus, but not required
Bachelor's degree in a relevant tax or personal finances field of study or equivalent experience is a plus, but not required
Must reside in or be within regular commuting distance of New York City the United States
Some travel required
How you will lead
Operational Leadership & Site Strategy
Lead the design, launch, and daily management of flagship retail location
Define and drive operational KPIs (customer service quality and throughput, conversion, NPS, expert utilization, etc.)
Ensure consistent service quality across locations and support building out playbooks, SOPs, and training programs
Oversee scheduling, staffing, and resource planning to maximize operational efficiency
Monitor site performance metrics, diagnose gaps, and lead continuous improvement cycles
Financial & Business Performance
Own the operational metrics for each site
Develop and execute strategies to grow foot traffic, upsell services, and boost customer lifetime value
Balance delivering value to customers with meeting profitability goals
Cross-Functional Partnership & Program Execution
Collaborate with Product, Engineering, Data, Marketing, Tax, and Customer Success to ensure integrated delivery
Drive rollout planning and deployment of the new service model across locations
Help translate corporate strategy and vision into executable plans at the local level
Lead mission-focused cross-functional "pods" or "squads" for rapid problem solving
Customer & Experience Innovation
Drive transformational innovation and tech-led scalable solutions to customer, expert, and business problems
Use Voice of the Customer (VOC), feedback loops, and data analytics to identify friction points and develop enhancements
Test pilot innovations (e.g., new service modalities, tech-enabled interactions) at the flagship location
Act as the voice for local operations in strategic decision forums
Talent Management & Culture
Recruit, onboard, coach, and develop a high-performing team of retail leads, experts, and operations staff
Set clear goals, frameworks for performance evaluation, and career paths
Create and drive mission teams that focus on solving business problems with velocity
Foster a culture of customer obsession, continuous learning, innovation, and accountability
Create an environment that champions innovation and continuous improvement
Quality Assurance & On-site Oversight
Audit the site and conduct process reviews
Ensure compliance with Intuit security, data, and infrastructure requirements (e.g. site internet, tech stack)
Maintain standards for customer experience, store appearance, health & safety, and operational consistency
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.
