Tax Preparer Manager

3 weeks ago

Gatineau, Quebec, Canada eFinancialCareers Full time
Job Title: Seasonal Tax Preparer Manager

Are you a highly motivated individual with a strong tax background and experience in managing a high-performing team? We need your help leading our TurboTax Live team

About the Role:

As a Seasonal Tax Preparer Manager, you will be responsible for providing leadership, performance management coaching, and growth and development insights to a team of frontline TurboTax Live Experts. These experts provide tax advice and services to customers preparing their taxes with TurboTax Live.

Key Responsibilities:
  • Deliver high-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.
Requirements:
  • 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.
  • Willingness to work hours outside of a normal schedule as needed during our peak season from February to early May.
  • Superior research, critical thinking, and problem-solving skills.
  • Possession of 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 (Google Docs, Google Sheets, etc.).
  • Bilingual proficiency (English and French + read, write, speak) considered a strong asset.
  • Previous experience supporting TurboTax customers is considered an asset.
  • This is a remote role; no travel is required.
What 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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