About this role
About the Role As the TurboTax Retail Location Manager for the Los Angeles Metro, you’ll lead a cross-functional team of Local Tax Experts and Concierges to deliver best-in-class customer experiences and tax filing support. You’ll drive store performance and operational excellence in a fast-paced, customer-centric environment, ensuring the team embodies the TurboTax brand in every interaction. What You'll Do
- Lead and coach a cross-functional team to deliver exceptional customer experiences and tax filing support.
- Provide ongoing coaching, feedback, and performance reviews to drive engagement and performance.
- Personally handle escalated customer concerns and monitor feedback to drive continuous improvements.
- Oversee store operations, including scheduling, facility compliance, and technology troubleshooting, ensuring policy and regulatory adherence.
- Own store performance metrics (revenue, funnel conversion, operational efficiency, customer satisfaction) and maintain an organized, welcoming environment.
- Foster a collaborative, high-energy culture and ensure staff development and onboarding. What We're Looking For
- Experience leading retail/store teams; ability to coach and develop staff; manage performance reviews.
- Customer-centric mindset with ability to handle escalations and analyze feedback.
- Strong operational skills: scheduling, facilities, tech troubleshooting, policy and regulatory compliance.
- Results-driven with ability to own P&L and key performance indicators; ability to interpret data to drive improvements.
- Onsite availability in the Los Angeles/OC Metro area; able to work in a fast-paced tax filing environment.