Flagship Retail Operations Manager

TurboTax Group Manager

We are building a new model for bringing TurboTax closer to the customerphysicallythrough our flagship local site staffed with on-site tax experts. As the 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.

Responsibilities

• Operational Leadership & Site Strategy

Lead the design, launch, and daily management of flagship retail location

Own the operational metrics for each site

Collaborate with Product, Engineering, Data, Marketing, Tax, and Customer Success to ensure integrated delivery

Drive transformational innovation and tech-led scalable solutions to customer, expert, and business problems

Recruit, onboard, coach, and develop a high-performing team of retail leads, experts, and operations staff

Audit the site and conduct process reviews

Qualifications

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.