Turbotax Live Fte Manager 1

2 weeks ago

Ottawa, Canada Intuit Full time

**Overview**:
**TurboTax Live **FTE Manager 1 (Canadian Expert Network)**

**Locations**:
Canada (Remote) / US (Remote)

If you are a highly motivated individual with a strong tax background and have experience in managing a high performing team, then we need your help leading our TurboTax Live team. You will be responsible for providing leadership, performance management coaching, and growth and development insights to a team of frontline TurboTax Live Experts, who provide tax advice and services to customers preparing their taxes with TurboTax Live.

TurboTax is the #1 best-selling brand of tax preparation software in Canada. Intuit has consistently been recognized as one of Fortune’s “100 Best Companies to Work for” and one of Fortune World’s “Most Admired Software Companies”.

**What you'll bring**:

- 3+ years of experience managing and leading a remote customer facing-team; experience leading large teams in a virtual environment is considered an asset
- Demonstrated ability to work collaboratively with an internal team as well as cross functionally with stakeholders to timely deliver project work
- Willing and available to work hours outside of typical hours of operation during the peak season of February through May; this includes evenings and weekends
- Able to effectively communicate with peers, stakeholders and direct reports, follow processes and procedures, and problem solve
- Excellent written and verbal communication skills
- Bilingual proficiency (English and French + read, write, speak) considered a strong asset
- Tax industry experience, including tax return preparation, an accounting designation, and/or previous experience supporting TurboTax customers is considered an asset
- This is a remote role; no travel is required

**How you will lead**:

- Deliver the highest quality service to TurboTax customers by onboarding, training, and the managing the performance of Tax Experts and Tax Expert Leads while also facilitating Tax Expert and Tax Expert Lead growth and development
- Create a high performance culture that empowers Tax Experts to provide world-class customer service and a team culture that exemplifies the Intuit values
- Drive customer satisfaction through proactive and constructive engagement in a cross-functional team
- Lead efforts to create or improve processes that build foundational capabilities necessary to support current and future growth
- Foster a team environment of collaboration, accountability and continuous improvement
- Effectively use data to evaluate, identify opportunities, and coach to performance
- Identify growth potential and develop Expert Talent within the team
- Embrace and celebrate a fast-paced, constantly changing environment and assist your team with navigating change

**Typical Deliverables**:

- Drive quality customer interactions by monitoring your team’s performance, providing actionable feedback, implementing improvement plans and measuring progress toward goals
- Provide growth and collaboration opportunities through use of employee one-on-one sessions, team meetings, and ongoing learning sessions
- Continuously improve team performance by providing employee coaching and mentoring which includes both _motivational_ and _courageous _conversations
- Lead and/or contribute to projects with successful delivery of key elements, in a timely and efficient manner
- Deliver high-quality solutions to business problems in partnership with peers and other stakeholders
- Act as a conduit between the team and the business by promptly communicating large amounts of information
- Timely review and complete administrative tasks, such as payroll and scheduling
- Complete customer escalations in an efficient and accurate manner, on an as-needed basis

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