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 will lead a cross-functional team, including Local Tax Experts and Concierges, to deliver exceptional customer experiences while ensuring operational excellence of the store. What You'll Do
- Lead and coach a cross-functional team to deliver best-in-class service and operational performance.
- Provide ongoing mentorship, constructive feedback, and performance reviews; set clear, motivating goals for each team member.
- Foster a collaborative, high-energy culture where employees feel valued, supported, and inspired to perform at their best.
- 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 drive swift resolution.
- Monitor and analyze customer feedback to enhance the store experience and implement continuous improvements.
- Oversee all store operations, including scheduling, facility compliance, and technology troubleshooting; ensure adherence to policies, security standards, and regulatory requirements.
- Maintain an organized and welcoming store environment to facilitate efficient operations and an exceptional customer experience.
- Own and manage the store’s P&L and key performance indicators (revenue, funnel conversion, operational efficiency, customer satisfaction); analyze store-level feedback to inform improvements. What We're Looking For
- Proven leadership and team development skills with experience coaching, giving feedback, and conducting performance reviews.
- Strong customer service orientation with a track record of resolving escalated issues and improving customer journeys.
- Operational excellence with experience in scheduling, facility compliance, and technology troubleshooting; adherence to company policies and regulatory requirements.
- Financial acumen to own store-level P&L and monitor KPIs such as revenue, conversion, efficiency, and satisfaction.
- Ability to create a positive, energetic, and inclusive store culture that aligns with the TurboTax brand. Nice to Have
- Experience in retail or tax/financial services environments.
- Prior management of cross-functional teams in a fast-paced, customer-facing setting. Compensation & Benefits
- Not specified in the posting.