Retail Operations Manager, TurboTax - NYC Metro

About the role

This role is nonexempt and requires onsite presence at a TurboTax retail location in the NYC Metro in the United States.

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.
  • Carry out 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.

Qualifications

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