Intuit Inc

Retail Operations Manager, TurboTax - NYC Metro

Intuit Inc • $94K — $126K *
New York, NY 10025In-Person
Retail & Consumer Goods
Less than 5 years of experience
1 week ago
Job Overview by Ladders

Qualifications

  • 3+ years in retail or service industry leadership roles.
  • Preferred: Experience preparing individual tax returns.
  • Prior experience managing a team.
  • Proven success managing KPIs and operational benchmarks.
  • Experience in resolving escalated customer complaints.
  • Preferred: Active EA or CPA credential, or legal expertise in tax preparation.

Responsibilities

  • Lead and mentor team members to improve skills and performance.
  • Oversee customer service to ensure a seamless experience from start to finish.
  • Manage store operations, including scheduling and compliance adherence.
  • Handle store's P&L to drive revenue and monitor key performance metrics.
  • Engage with community to promote the store as a valuable resource.
  • Address customer complaints personally for swift resolution.
  • Leverage tax knowledge to support team during peak periods.

Benefits

  • Competitive compensation package with performance-based rewards.
  • Eligibility for cash bonuses and equity rewards.
  • Strong career development opportunities.
  • Comprehensive benefits plan.
  • Support for community engagement initiatives.
Full Job Description
As a TurboTax Retail Location Manager, you'll be the driving force behind a high-performing, customer-focused local tax preparation center. With energy and purpose, you will lead a cross-functional team of motivated individuals, empowering them to deliver exceptional experiences to customers while ensuring operational excellence of the store. Your team will include Local Tax Experts who provide tax filing services to customers, as well as Concierges, who are a customer's first point of contact at TurboTax, experts at guiding customers to the right TurboTax solution for their specific needs.

From guiding Tax Experts through complex situations, to inspiring your staff to deliver a best-in-class customer experience, you'll create an environment where every interaction delights customers and reflects the TurboTax brand. This is your opportunity to make a measurable impact - on your store's success, your team's growth, and your community's ability to get their taxes done easily and with confidence.

This role is nonexempt and requires onsite presence at a TurboTax retail location in the NYC Metro in the United States.

Responsibilities

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 customer feedback to identify service improvement opportunities and enhance the customer journey.
  • Partner with corporate leadership to implement innovative strategies for revenue growth and operational excellence.

Community Engagement:
  • Advocate for the store as a trusted, valuable community resource.
  • Develop strong relationships within the local community to promote the TurboTax brand and establish the store as an accessible financial help center.
  • Participate in local events or networking opportunities to attract and retain customers.

Tax Expertise (Preferred, but not required):
  • Leverage your deep understanding of taxes to personally support customer filings during peak periods or when team support is required.
  • Guide Local Tax Experts through complex tax questions, leveraging your knowledge and expertise to ensure accurate, compliant filings.


Qualifications
  • 3+ years in retail management, service industry leadership, or customer-facing leadership roles.
  • Preferred: Extensive prior experience preparing individual returns.
  • Prior experience as a people manager.
  • Proven success managing KPIs and achieving operational benchmarks.
  • Experience handling escalated customer complaints and delivering successful resolutions.
  • Preferred: Active credential: EA (Enrolled Agent), CPA (Certified Public Accountant), or Practicing Attorney with strong tax preparation experience and extensive knowledge of tax laws is a plus.

Skills & Competencies:
  • Leadership: Strong ability to inspire, engage, and develop a team of tax professionals and customer support staff.
  • Customer Centricity: Passionate about delivering "wow" experiences to customers and fostering loyalty.
  • Operational Acumen: Strong command of store operations, including inventory, scheduling, and compliance.
  • Problem Solving: Quick decision-making ability, with the agility to address challenges in real time.
  • Data Analytics: Skilled in using data to assess performance, identify trends, and make informed decisions.
  • Communication: Clear verbal and written communication skills, with the ability to collaborate across all levels (team, peers, corporate).
  • Community Engagement: Experience building rapport and credibility within a community to boost presence and trust.
  • Tech Proficiency: Strong grasp of platforms like Microsoft Office, scheduling tools, and reporting software.

Footer
Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at ). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. NY pay rate - Hourly: $45.50 - $61/hr
The expected base pay range for this position is:
New York $45.5 - $61

About Intuit Inc

Intuit offers business and financial management solutions for SMBs, financial institutions, consumers, and accounting professionals. The company’s product portfolio includes TurboTax, a software solution that offers free tax filing, efile taxes, and income tax returns; Quicken; QuickBooks; Mint.com, and more. It also offers end-to-end solutions for online tax preparation, download products, mobile tax prep, mortgage interest and property tax, corporations tax, military tax, and more. Intuit was founded by Tom Proulx and Scott Cook in 1983 and is based in Mountain View, California. The company serves customers in North America, Asia, Europe, and Australia with offices in the United States, Canada, India, U.K., and Singapore.

Intuit Inc Careers

Join the dynamic team at Intuit Inc, a global powerhouse in financial software, where innovation, leadership, and diversity training are at the heart of everything we do. This is an unparalleled opportunity to advance your career with a company that is committed to empowering communities and small businesses with innovative financial solutions.

Work You’ll Do

At Intuit Inc, you’ll be part of a culture that cherishes innovation and values the unique perspectives of its team members. You will collaborate with some of the brightest minds in the industry, using your skills to influence the future of technology and finance. Our team at Intuit Inc is driven by the mission to power prosperity around the world, and you can be at the forefront of this transformation.

Explore Job Opportunities and Growth

Intuit’s career paths are as diverse as the innovative solutions we provide to millions. From finance to software engineering, our job opportunities span across multiple disciplines. Whether you’re looking for a full-time position, an internship, or leadership roles, Intuit offers a world of opportunities for professional growth. Our hiring process is designed to identify and attract professionals who are not only skilled but are also passionate about making a difference.

Professional Development and Benefits

Invest in your future with Intuit’s industry-leading benefits and professional development opportunities. Our employees enjoy comprehensive benefits that ensure their personal and professional satisfaction, including health, wellness, and continuous learning perks. At Intuit, we also understand the importance of diversity training and leadership development, providing various programs that foster an inclusive environment.

Join Our Team

Embark on a journey of growth and innovation at Intuit Inc. Search open positions that match your skills and interests. We are looking for curious, creative, and solution-driven team players. Prepare your resume, ace the interview, and join a team that’s committed to creating solutions that power prosperity around the globe.

Networking and Career Advancement

At Intuit Inc, networking and internal mobility are encouraged to foster professional growth and innovation. Connect with leaders and peers through our various networking events, mentorship programs, and collaborative projects. With support at every step of your career, the opportunities at Intuit are limitless.

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Explore Careers at Intuit Inc

Discover the exciting and rewarding career opportunities awaiting you at Intuit Inc. Let your ambition lead you to success. Join us in our mission to power prosperity and contribute to our journey of continuous innovation.

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At Intuit Inc, every role is a chance to innovate, grow, and make an impact. Join us, and together let's shape the future of finance.
Learn more about Intuit Inc
Size
13,500 employees
Market Cap
$107.4 billion
Industry
Consumer Technology
Net Income
$1.7 billion
Founded
1983
5 Year Trend
+19.6%
Revenue
$7.7 billion
NASDAQ
INTU
* Ladders Estimates

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