Overview

Canada (Remote) / US (Remote)

If you are a highly motivated individual with a strong tax background and have experience in managing a high performing team, then we need your help leading our TurboTax Live team. You will be responsible for providing leadership, performance management coaching, and growth and development insights to a team of frontline TurboTax Live Experts, who provide tax advice and services to customers preparing their taxes with TurboTax Live.

TurboTax is the best-selling brand of tax preparation software in Canada. Intuit has consistently been recognized as one of Fortune's "100 Best Companies to Work for" and one of Fortune World's "Most Admired Software Companies".

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

For internal use: tst CAN mgr

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