Tax Leadership Manager

3 weeks ago

Québec, Quebec, Canada Intuit Full time
Job Title: Tax Leadership Manager

About the Role:

We are seeking a highly motivated and experienced Tax Leadership Manager to lead our TurboTax Live team. As a Tax Leadership Manager, you will be responsible for providing leadership, performance management coaching, and growth and development insights to a team of frontline TurboTax Live Experts.

About the Team:

Our team is responsible for providing tax advice and services to customers preparing their taxes with TurboTax Live. We are a remote team, and we are looking for someone who is comfortable working in a fast-paced, dynamic, and ever-changing environment.

About You:

- 2+ years of experience managing and leading a remote customer-facing team and/or 2+ years of experience managing a team of tax preparation professionals
- Extensive prior experience preparing individual returns for Canadian clients
- Understanding of how to manage a team and provide them with guidance in being successful
- Willing to work hours outside of a normal schedule as needed during our peak season
- Superior research, critical thinking, and problem-solving skills
- Possess strong business acumen
- Able to effectively communicate to multiple skill levels and personalities
- Comfortable working in a fast-paced, dynamic, and ever-changing environment
- Excellent written and verbal communication skills
- Highly technical and comfortable with Windows, Mac, and mobile platforms, as well as G-suite applications
- Bilingual proficiency (English and French) considered a strong asset
- Previous experience supporting TurboTax customers is considered an asset

How You Will Lead:

- Deliver the highest quality service to TurboTax customers by onboarding, training, and managing the performance of Tax Experts and Tax Expert Leads
- Create a high-performance culture that empowers Tax Experts to provide world-class service to our customers
- Drive customer satisfaction through proactive and constructive engagement in a cross-functional team
- 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
- Lead the team through a fast-paced and constantly changing environment

Team/Leadership Skills:

- Drive quality customer engagements by monitoring your team's performance, providing actionable feedback, implementing improvement plans, and measuring progress toward goals
- Provide growth and collaboration opportunities through the use of employee one-on-one sessions, team meetings, and ongoing learning sessions
- Continuously improve team performance by providing employee coaching and mentoring
- Act as the conduit between the team and the business by condensing and disseminating large amounts of information
- Timely review and complete administrative tasks, such as timesheet approval and scheduling
- Handle customer escalations on an as-needed basis

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