About this role
About the Role As a TurboTax Retail Location Manager, you’ll be the driving force behind a high-performing, customer-focused local tax preparation center. You’ll lead a cross-functional team of Local Tax Experts who provide tax filing services and Concierges who guide customers to the right TurboTax solution, ensuring exceptional experiences and operational excellence in the Dallas-Fort Worth metro area. This role emphasizes coaching, customer advocacy, and measurable store performance while representing the TurboTax brand in the community. What You'll Do
- 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 performance and identify opportunities for growth and improvement. What We're Looking For
- Demonstrated leadership and team development skills with the ability to coach a cross-functional team in a customer-focused setting.
- Strong customer experience mindset with ability to guide customers through tax filing options and resolve escalated concerns.
- Operational excellence thinker with experience overseeing scheduling, facilities, security, and technology troubleshooting in a retail environment.
- Financial acumen to own a store P&L and monitor revenue, conversion funnel, efficiency, and customer satisfaction.
- Onsite presence in the Dallas-Fort Worth metro area and ability to work in a fast-paced retail setting.