Firm Operations Manager

YK Solutions•Ambler, PA

3d•Onsite

About The Position

The Firm Operations Manager will oversee the confidential CPA firm's administrative operations, client workflow, staff scheduling, production tracking, technology coordination, and internal process improvement. This is an operational leadership role, not a traditional administrative support position. The manager will help ensure client work moves efficiently from onboarding through completion, billing, and delivery, working with firm leadership, tax professionals, bookkeepers, administrative staff, IT providers, software platforms, and AI-enabled workflow tools. The role focuses on improving productivity, accountability, internal controls, and client service. The manager will monitor workflow, identify risks and bottlenecks, communicate clearly, and develop practical solutions. The firm provides individual and business tax preparation, bookkeeping and accounting services, tax resolution, and tax notice response work.

Nice To Haves

Experience managing workflow in a CPA firm or tax preparation environment.
Experience with tax season deadline management.
Experience supervising administrative or professional staff.
Experience with client onboarding and engagement letter processes.
Experience with billing, accounts receivable, work-in-process, or budget tracking.
Experience implementing or improving practice management software.
Experience working with AI tools, automation tools, or technology-enabled process improvement.

Responsibilities

Oversee workflow across individual tax preparation, business tax returns, bookkeeping and accounting, tax resolution, and tax notice response work.
Track active client engagements, including status, assigned staff, due dates, budgets, open items, review, billing, and completion.
Assign and monitor internal deadlines, milestones, and staff responsibilities; balance workloads and address capacity issues with firm leadership and department leaders.
Monitor output against statutory deadlines, internal targets, budgets, and client expectations; identify bottlenecks and recommend solutions.
Coordinate workflow meetings and prepare weekly and seasonal production reports for partners and managers.
Develop workflow checklists, status codes, project templates, routing rules, and deadline-tracking systems.
Evaluate and improve administrative and production processes.
Create, implement, and monitor internal controls for client intake, document collection, workflow routing, review readiness, e-file authorization, billing, and project closeout.
Develop tracking methods for realization, turnaround time, budget-to-actual performance, missing-information delays, and staff capacity.
Help improve tax season, extension, bookkeeping, and notice-response procedures, and design repeatable workflows for recurring services.
Act as an internal liaison for practice management, tax, portal, document management, e-signature, communication, and related systems.
Coordinate with outside IT providers and software vendors to resolve operational issues and improve system use.
Assist with implementation, testing, and refinement of technology tools; maintain templates, automated task lists, recurring workflows, dashboards, reports, and permissions.
Help integrate AI agents and automation into appropriate workflows, and monitor their use for human review, privacy, accuracy, and adherence to procedures.
Identify automation opportunities and train staff on firm systems, workflow tools, portals, and automation processes.
Supervise and coordinate administrative staff handling client communications, document collection, engagement letters, billing support, collections, tax season preparation, scanning, portal activity, and other office functions.
Establish administrative staff responsibilities and accountability; coordinate schedules, workloads, and recurring deadlines.
Assist with administrative staff onboarding and training, facilitate staff meetings, and follow up on action items.
Serve as a liaison among professional and administrative staff, leadership, vendors, and IT providers, promoting accountability, responsiveness, organization, and continuous improvement.
Oversee new-client onboarding through setup in firm systems, including engagement letters, client information, prior-year records, portal access, billing arrangements, and service expectations.
Coordinate annual tax season preparation, including organizer distribution, engagement-letter tracking, document requests, and follow-up.
Monitor missing client information and ensure timely follow-up; support standard client communications such as email templates, deadline reminders, document requests, and status updates.
Help ensure a consistent and professional client experience across service lines.
Coordinate timely billing of completed work and monitor engagement budgets against work status and completion.
Track work in process, completed-but-unbilled projects, unpaid invoices, and past-due balances; support applicable payment-before-release procedures.
Report billing status, collection issues, and budget overruns to firm leadership.