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TurboTax Experts Manager 1 FTE
If you are a highly motivated individual with a business and tax background and experience in managing a high performing team, we need you to lead a team of highly qualified tax professionals. You will be providing leadership and performance management to a team of front line Tax Experts or Leads, who provide guidance to customers completing their taxes in TurboTax.
This is full time U.S. (Remote) Manager 1 role for TurboTax Live
Responsibilities
- Deliver the highest quality support to TurboTax customers through performance management of talent
- Create a high-performing team that provides Care that is so good, our customers rave about it
- Drive customer satisfaction through proactive and constructive engagement in a cross-functional team
- Foster a team environment of collaboration, accountability, and continuous improvement
- Effectively lead using Intuit Values and align your team with the values
- Effectively use data to evaluate, identify and coach performance.
- Lead the team through a fast-paced, constantly changing environment
- TurboTax Live serves customers in all time zones, 7 days per week during tax season. Candidates must be willing and able to consistently work hours to support their teams that live in all time zones and work varied schedules. Please note this is a full-time position typically requiring a minimum 40 hours per week, with possibility for additional hours worked during tax season
Typical Deliverables:
- Drive quality customer engagements by monitoring your team’s performance, providing actionable feedback, implementing improvement plans and measuring progress toward goals.
- Accurate, efficient resolutions to escalated customer issues
- Provide growth and collaboration opportunities through use of employee one-on-one sessions, team op mechs and ongoing learning sessions
- Focus on retention of staff, addressing expert needs and concerns timely
- Enhance team performance through employee coaching and mentoring, including motivational and difficult conversations
- Act as the conduit between the team and the business by condensing and disseminating large amounts of information
- Timely review and completion of administrative tasks such as payroll and schedules
- Possess strong business acumen
- Able to effectively communicate to multiple skill levels and personalities
- Drive or contribute to projects to improve the overall customer and expert
- Experiences and help introduce new services or processes being developed
Qualifications
- 3+ years’ experience supporting/managing/leading a customer-facing team
- Remote management experience a plus
- 3 + years of experience preparing at least 30 tax returns/year for
- 5 + years a plus
- Business and Estate taxes a plus
- Deep tax knowledge required.
- Active credential a plus:
- EA (Enrolled Agent),
- CPA (Certified Public Accountant), or
- Practicing Attorney with strong tax preparation experience
- Understanding of how to manage a team and provide them with guidance in being successful
- Proficient with technology; solid knowledge of computer operations, Microsoft Office (Word, Excel, PowerPoint, etc.) and Google (Forms, Doc, Sheets, Slides, etc.)
- Critical thinking, following process and procedures, multi-tasking, problem solving, and teamwork
- Goal oriented self-starter, able to work independently and as part of a team
- Demonstrated ability to both drive and support project work in a team setting
- Experience with Business Tax (S-corp, Partnership and/or C-corp) return preparation is a plus
Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may 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 Intuit®: Careers | Benefits). 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. The expected base pay range for this position is:
California $45.50 - $61.00
Colorado $43.00 - $58.50
Massachusetts $45.50 - $61.00
New York $45.50 - $61.00
Washington $43.00 - $58.50
Washington DC $45.50 - $61.00
