About the Role
- Lead virtual operations for the Second Look pod/teams, overseeing staffing, workflow, and day-to-day logistics.
- Facilitate daily virtual huddles to share essential updates and reinforce team alignment.
- Create and maintain schedules, ensuring accurate timekeeping, labor alignment, and coverage across pods.
- Manage associate performance, including timely reviews and coordination with the Associate Relations Center.
- Cultivate an engaging virtual culture through coaching, mentoring, development, and recognition.
- Own key operational metrics, including accuracy, amendment conversion, CSAT/NPS, SLAs, and productivity.
- Drive continuous improvement by identifying workflow/tooling enhancements and preparing or reviewing returns during peak demand.
- Partner with the DGM to execute growth strategies and achieve client growth targets.
- Oversee Second Look quality, including transcript interpretation, identifying risks/opportunities, and reviewing amended return work; provide escalation support and advanced tax guidance.
- Recruit, interview, and select year-round and seasonal Virtual Tax Professionals.
Required Qualifications
Education:
- Bachelor’s degree in a related field or the equivalent through a combination of education and related work experience.
Work Experience:
- 5+ years of experience in accounting, finance, bookkeeping or tax.