Manager, Full-Service

Overview

This role primarily supports Full-Service tax operations as the organization helps customers file their taxes. The Manager, Full Service will lead and develop a distributed team of credentialed tax professionals responsible for timely, accurate, and compliant preparation and filing of federal and state individual income tax returns.

This is a hands-on leadership position combining tax expertise, people leadership, operational execution, and customer experience. The manager oversees day-to-day operations, coaches team members and leaders, maintains high standards of tax quality and compliance, and identifies opportunities to improve processes and workflows.

Responsibilities

• Lead, coach, and develop a high-performing team of remote tax professionals, supervisors, and team leads.
• Set clear performance expectations and foster a culture of accountability, collaboration, customer focus, and continuous improvement.
• Develop supervisors and team leads through ongoing coaching, feedback, and support to strengthen leadership capability, tax knowledge, and team performance.
• Manage day-to-day Full-Service Tax operations to ensure timely, accurate, and compliant preparation, review, and filing of federal and state tax returns.
• Drive performance against operational, quality, productivity, compliance, and customer support goals.
• Ensure tax professionals consistently follow established workflows, organizational policies, tax preparation standards, and e-file requirements.
• Serve as a tax subject matter expert resource, providing guidance on complex federal and multi-state individual income tax matters and escalations.
• Ensure compliance with IRS Circular 230, applicable Internal Revenue Code requirements, federal and state tax law regulation, e-file requirements, and organizational policies.
• Identify and implement process improvements to increase efficiency, consistency, tax quality, and scalability.
• Partner with Product, Training, Quality, and other cross-functional teams to improve tax workflows, tools, procedures, training, and the end-to-end customer experience.
• Support implementation of federal and state tax law changes and communicate their operational impact to tax professionals and operational leaders.
• Monitor customer feedback, escalations, quality, and operational trends and take action to address performance gaps and improve outcomes.
• Support seasonal workforce planning, staffing readiness, skill coverage, and operational readiness to meet changing customer demand.

Requirements

• Active, unrestricted CPA or Enrolled Agent (EA) credential.
• 5+ years of individual (1040) federal and state tax preparation and review experience.
• 2+ years of experience leading, managing, or mentoring tax professionals.
• Experience with Full-Service or assisted tax preparation models.
• Experience developing supervisors, team leads, or tax professionals in a high-volume environment.
• Strong knowledge of federal and multi-state individual income tax law, IRS regulations, Circular 230, and e-file processes.
• Advanced tax research, analytical, and problem-solving skills.
• Proven ability to coach teams, improve processes, manage performance, and lead through change.
• Strong written and verbal communication and stakeholder management skills.
• Ability to manage multiple priorities in a fast-paced, deadline-driven environment.
• Experience leading remote and/or seasonal tax teams preferred.
• Experience with small business tax matters, including Schedule C and pass-through entities, is a plus.
• Experience partnering with Product, Training, Quality, Customer Experience, and Customer Support teams.
• Experience in a high-volume remote or call center environment.

Preferred Qualifications

• Experience leading remote and/or seasonal tax teams.
• Experience with small business tax matters, including Schedule C and pass-through entities.

Compensation & Benefits

Not specified in the provided job description.

Location

Not specified in the provided job description.