Retail Operations Manager

Company Overview

Job Overview|Job Description

As a TurboTax Retail Operations Manager, you'll be the driving force behind one or more high-performing, customer-focused local tax preparation centers. With energy and purpose, you will lead a cross-functional team(s) of motivated individuals, empowering them to deliver exceptional experiences to customers while ensuring operational excellence. 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.  As TurboTax stores evolve into year-round businesses, you will help shape the future of our brand by piloting new products and services, and overseeing the introduction of new or updated roles within our store teams.

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 may require onsite presence at multiple TurboTax retail locations in the New York City metro. Travel within the market on a weekly, monthly or quarterly basis is required, as well as to the Intuit home office in San Diego (around 2 times per year).  

Responsibilities

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 (Preferred, but not required):

• 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.

Qualifications

• 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 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. Comfort with using enterprise versions of AI tools and incorporating them into daily work flows in order to improve efficiency and productivity.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. 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). 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. NY pay rate - Hourly: $45.50 - $61/hr

The expected base pay range for this position is:
New York $46.5 - $63