Associate Manager, Second Look

H&R Block•Remote, MO

11d•$62,800 - $94,200•Remote

About The Position

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.

Requirements

Bachelor’s degree in a related field or the equivalent through a combination of education and related work experience.
5+ years of experience in accounting, finance, bookkeeping or tax.

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.
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.