Associate Manager, Second Look

Overview

This role leads virtual operations for the Second Look pod/teams, overseeing staffing, workflow, and day-to-day logistics. Responsibilities include facilitating daily virtual huddles, maintaining schedules and timekeeping, managing associate performance, and owning operational metrics. The position also supports quality oversight, continuous improvement during peak demand, and partnership execution alongside the DGM to achieve client growth targets.

Responsibilities

• 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.
• Coach, mentor, and develop associates to cultivate an engaging virtual culture; provide recognition.
• Own key operational metrics, including accuracy, amendment conversion, CSAT/NPS, SLAs, and productivity.
• Drive continuous improvement by identifying workflow/tooling enhancements.
• Prepare or review 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
  • Reviewing amended return work
  • Providing escalation support and advanced tax guidance
• Recruit, interview, and select year-round and seasonal Virtual Tax Professionals.

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.

Compensation & Benefits

• Pay range: $62,800.00 - $94,200.00/Yr.
• Local minimum wage laws apply.
• Pay decisions depend on job-related factors including experience, education, skill, performance, and geographic location where work will be performed.
• Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan.
• Qualifying associates can enroll themselves and/or eligible dependents in medical and prescription drug coverage; can participate in the Retirement Savings Plan (401(k) Plan), the Employee Assistance Program, (virtual) fitness center programs, and the associate discount program; are automatically enrolled in Business Travel Accident Insurance; and receive Associate Tax Prep benefit.

Location

Not specified in the provided description.