About this role
About the Role As the TurboTax Retail Location Manager for the Chicagoland area, you will lead a high-performing, customer-focused tax preparation center. You’ll oversee Local Tax Experts and Concierges, guiding a cross-functional team to deliver best-in-class service while ensuring operational excellence in-store. What You'll Do
- Lead and coach a cross-functional team to develop skills, provide ongoing feedback, and conduct performance reviews.
- Foster a collaborative, high-energy culture that values employees and delivers exceptional customer experiences.
- Manage customer experience from first greeting to tax filing support; personally handle escalated concerns and drive swift resolutions.
- Monitor customer feedback and drive continuous improvements to store operations.
- Oversee store operations including scheduling, facility compliance, and technology troubleshooting; ensure adherence to policies and regulatory requirements.
- Maintain an organized, welcoming store environment that supports efficient operations.
- Own and manage the store’s P&L and key performance indicators, including revenue, funnel conversion, operational efficiency, and customer satisfaction; analyze store-level metrics to inform decisions. What We're Looking For
- Proven leadership and team development skills with the ability to coach and motivate staff.
- Strong focus on delivering exceptional customer experiences and resolving escalated issues.
- Experience managing store operations, scheduling, and regulatory/compliance requirements.
- Financial acumen with ability to manage P&L and track key performance indicators.
- Ability to work onsite and lead a cross-functional team in a retail tax services environment.