Seasonal Tax Professional Manager (Remote)

What you’ll bring

• 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 from February to early May
• 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 (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

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 
• 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 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