Director, Local Service Delivery - Consumer Group

Responsibilities

• Execute the phased rollout of flagship retail hubs and expert service centers across the top 10 priority markets, including closing existing storefronts and launching new sites on schedule.
• Operationalize the in-store experience in partnership with product and operations teams — ensuring it is fast, seamless, and instrumented with real-time KPIs that enable continuous improvement.
• Partner with GTM and marketing to ensure storefronts and experts are discoverable locally — both digitally and in-person — capturing the 60%+ of Assisted switchers who rely on local channels.
• Implement and refine a high-touch, multi-site operational model that supports both in-person and virtual service delivery consistently across all markets.
• Drive the adoption of AI-powered tools and workflows across field teams and expert service locations — from AI-assisted customer intake and scheduling to real-time expert support and quality monitoring.
• Build the change management infrastructure needed to shift how a distributed expert workforce operates alongside AI — translating new technology into practical, day-to-day behaviors at the location level.
• Surface field-level feedback on AI tools and workflows to inform product iteration — acting as the operational voice of the front line in continuous improvement cycles.
• Manage the onboarding, activation, deployment, and scheduling of expert teams across service locations and virtual touchpoints.
• Drive expert-led demand generation through word-of-mouth, networking, referrals, and on-site employer partnerships within assigned markets.
• Conduct ongoing performance management to maintain high-quality service delivery at every customer interaction.
• Develop your direct team’s capabilities and build near-term bench strength to sustain operational continuity as the footprint grows.
• Manage daily operations across assigned locations, ensuring consistency, reliability, and responsiveness across in-person and virtual formats.
• Implement systems and processes for expert availability, service scheduling, and location readiness — escalating gaps and blockers to leadership as needed.
• Lead field teams through peak tax season and high-volume periods with clear direction, proactive risk mitigation, and real-time operational adjustments.
• Drive adoption of new processes, tools, and store formats across field teams, ensuring consistent execution against defined standards.
• Track and report on service quality and experience metrics including in-store NPS, same-day completion rates, foot traffic conversion, expert utilization, and cost-per-engagement.
• Use customer insights, service data, and expert feedback to surface improvement opportunities and implement changes within your purview.
• Participate in rapid learning cycles and bring field-level observations back to inform broader operational decisions.
• Serve as the primary field-level point of contact for cross-functional partners across workforce planning, customer support, product, marketing, sales, and talent acquisition.
• Coordinate with internal teams to resolve operational challenges and remove friction for front-line experts.
• Communicate field performance, emerging risks, and customer feedback clearly to senior leadership on a regular cadence.
• Ensure front-line teams have the tools, training, and support needed to deliver an excellent customer experience.

Qualifications

• 8–10+ years of progressive operations and field leadership experience, including managing multi-unit or geographically dispersed teams.
• Demonstrated success executing physical service or retail network rollouts — opening, closing, and optimizing locations in a fast-paced environment.
• Proven ability to manage and develop frontline and field manager teams, including performance oversight and scheduling across distributed locations.
• Track record of delivering results against operational KPIs such as NPS, conversion rates, expert utilization, and cost-per-engagement.
• Demonstrated experience driving AI adoption or human+AI operating model changes within a service delivery or field operations context — including change management, tool rollout, and embedding new workflows into frontline team behaviors.
• Experience working cross-functionally in a matrixed environment — coordinating with, not directing, partners across marketing, product, and talent.
• Strong communicator who can translate field-level complexity into clear updates and recommendations for senior stakeholders.
• Comfortable operating with ambiguity and moving quickly in environments that value speed and iteration.
• Passion for delivering high-quality, people-centered customer experiences through in-person and community-based channels.
• Deep commitment to building inclusive, high-performing teams.
• Willingness to travel extensively across priority markets.