About This Role
Leading one or more retail offices is the core of this role, ensuring a consistent, high-quality client experience across all assigned locations. The Office Manager sets clear expectations for service, operational execution, team performance, and business results, while also leading and developing Tax Professionals and Client Service Professionals. This position balances strategic oversight with in-office presence, aligning priorities to strengthen execution and support both client outcomes and business performance.
Responsibilities
- Own consistent delivery of the consultative client experience across one or more assigned offices, ensuring standards are executed with discipline and consistency
- Evaluate execution quality and client impact across locations, using insights to reinforce strengths, address gaps, and continuously improve the experience
- Drive adoption of new client experience processes, tools, and behaviors while visibly demonstrating client-centric leadership in the office
- Lead Tax Professionals and Client Service Professionals by setting clear expectations, reinforcing accountability, and coaching to consistent performance
- Provide coaching informed by observed behaviors, client interactions, performance outcomes, and real-time feedback to strengthen team execution
- Identify performance patterns within and across assigned offices, proactively address gaps, and develop bench strength and high-potential talent
- Own revenue, growth, operational performance, and business outcomes for the assigned office or offices
- Monitor performance metrics, identify trends, and implement actions to improve business results, client acquisition, and retention
- Ensure consistent execution of daily operations for the assigned office or offices, including staffing, scheduling, labor management, compliance, SOPs, and service delivery
- Own office and workforce readiness, including facilities, equipment, supplies, recruiting, hiring, onboarding, and preparation for seasonal demand
Requirements
- High school diploma or equivalent required
- 3+ years' work experience leading teams in a retail, service, franchise, or operations environment, with accountability for performance outcomes; experience may include leadership of one or multiple locations
- Strong client-centric mindset with experience delivering consultative client experience
- Strong leadership capability with proven experience
Nice to have:
- Bachelor's degree in a related field or equivalent leadership experience
- Experience with seasonal workforce planning, hiring, and readiness execution
- Experience partnering cross-functionally including operations, facilities, talent acquisition, and analytics