Seasonal Tax Operations Manager

Education At Work (E@W) enables students from traditionally underserved communities to secure a high-quality post-graduation job through evidence informed work-based learning programs. E@W aims to equip students with the high-value skills and experiences sought in the professional world by offering meaningful work opportunities. 
If you love the pursuit of excellence and are inspired by empowering a student-centered culture to fulfill the E@W mission, we invite you to learn more. We offer unique opportunities to work on rewarding projects in an environment that appreciates diversity, focuses on talent development, and recognizes and rewards exceptional work.
This is a temporary position beginning December 2024 and ending on or before April 15, 2025. If you are interested in a seasonal tax position, have at least 2 years of professional tax preparation experience, love the pursuit of excellence, and are inspired by empowering a student-centered culture to fulfill the E@W mission, we invite you to learn more. We offer unique opportunities to work on rewarding projects in an environment that appreciates diversity, focuses on talent development, and recognizes and rewards exceptional work.
Job SummaryThe Operations Manager ensures daily operational excellence and seamless support for client-based programs. This position demands proficiency in navigating a national organizational structure, exceptional communication skills, sound judgment, influencing abilities, and a commitment to cross-team collaboration with a strong emphasis on customer satisfaction and compliance.

Responsibilities

• Ensure an excellent partner experience in your assigned program area by overseeing key business metrics, ensuring process effectiveness, timely and accurate execution, and issue resolution. Leverage internal operations and client partner teams.
• Utilize data and feedback from stakeholders and partners to identify and implement optimization opportunities that enhance partner experience, improve process efficiency, and reduce or eliminate costs, business, or compliance risks.
• Develop deep subject matter expertise in your capability or channel area to:
• Ensure optimal end-to-end process design with comprehensive documentation covering processes, controls, and metrics.
• Provide effective support for escalations and issues, identifying root causes and implementing final remediation.
• Collaborate with stakeholders to influence future program or channel design, driving standardization and compliance adherence.
• Manage a team of Customer Service Supervisors and oversee a phone agent workforce. Ensuring adherence to productivity standards, including KPIs, billable hours/revenue, shrink,
• occupancy, attrition reduction, retention efforts, schedule adherence, and other relevant metrics.
• Monitor, coach, and provide feedback to Supervisors to meet performance requirements, including quality, productivity, attendance, and related disciplinary issues for their teams.
• Resolve escalated customer concerns from Supervisors, consult with clients, and determine appropriate action.
• Conduct daily huddles and weekly team meetings with Supervisors to maintain timely communication on key operational issues while motivating and rewarding proper behavior.
• Monitor service levels through floor management and communicate with WFM to address spikes in demand, headcount, hours/schedules, and time off requests.
• Work with Human Resources to maintain consistent policies and procedures within the call center, including attendance, behavior, and performance discipline.
• Perform all other duties as directed by management.

Basic Qualifications

• Minimum of two (2) seasons of professional tax preparation experience, with a minimum of 30 tax returns prepared.
• Prior tax preparation experience in a tax practice or retail setting.
• PTIN is required, and one of the following credentials is preferred: EA, CPA, or JD.
• Knowledge of tax laws and concepts and familiarity with Form 1040 and all schedules.
• Willingness to utilize audio/visual tools to communicate with customers
• A college degree (preferred) or equivalent experience in related fields is required.
• Familiarity and experience using Intuit tax preparation software (TurboTax, Lacerte, ProConnect, ProSeries) is a plus.
• Proven ability to develop reporting of results and insights and implement a continuous improvement process and culture.
• Strong attention to detail and analytical problem-solving skills with sound decision-making abilities.
• Experience working in a fast-paced environment, managing stakeholders and processes, and collaborating with diverse teams across multiple time zones to land successful outcomes.
• Excellent collaboration skills with a strong understanding of how to dri