Tax Site Manager

United Way of King County•Seattle, WA

11d•Onsite

About The Position

United Way of King County's Free Tax Preparation Campaign aims to help low- to moderate-income families access anti-poverty programs. In 2026, the campaign served over 13,000 clients, returning more than $18 million to the community. To expand this impact, United Way is hiring up to 30 seasonal Tax Site Managers to lead the daily operations of community-based tax preparation sites across King County. Tax Site Managers are frontline leaders responsible for ensuring an organized, welcoming, and high-quality experience for clients and volunteers. Each manager will oversee one or more in-person tax sites for at least two shifts per week.

Requirements

Strong customer service experience, especially working with low-income communities.
Proven ability to manage and support volunteers in fast-paced, dynamic settings.
Flexibility, adaptability, and excellent attention to detail.
Strong customer service and team leadership skills.
Thrive in fast-paced environments.
Can remain flexible and solutions-oriented when challenges arise.
A cover letter is required.
At least 18 hours per week between Nov. 14, 2026 and April 30, 2027.
Attend four days of in-person Tax Site Manager Trainings on Nov. 14-15 and Nov. 21-22.
Complete remote training & attain IRS VITA Advanced tax law certification by Dec. 4.
Observe and support first weekend of in-person volunteer training at North Seattle College on Dec. 5-6, including early arrival for classroom setup.
Assist with at least two additional volunteer training weekends between Dec. 12–20 and Jan. 9–17.
Participate in the New Tax Site Manager Pre-Season Workshop on Jan. 18.
Work at least two in-person shifts per week, averaging a minimum of 18 hours per week.
Arrive at least 30 minutes before opening and remain at least 30 minutes after closing for each assigned shift.
Maintain consistent weekly availability throughout the tax season.
CUSTOMER SERVICE AND TEAM LEADERSHIP OR MANAGEMENT EXPERIENCE.
STRONG VERBAL AND WRITTEN COMMUNICATION SKILLS.
ABILITY TO COMMUNICATE EFFECTIVELY IN PERSON, BY EMAIL, AND THROUGH VIRTUAL PLATFORMS SUCH AS SLACK.
COMFORT USING TECHNOLOGY AND ABILITY TO COACH OTHERS THROUGH BASIC TECHNICAL ISSUES.
STRONG PROBLEM-SOLVING SKILLS, ATTENTION TO DETAIL, FLEXIBILITY, AND ADAPTABILITY.
ABILITY TO MAINTAIN STRICT CLIENT CONFIDENTIALITY AND FOLLOW IRS TAX LAW AND PROGRAM REQUIREMENTS.
WILLINGNESS AND ABILITY TO EARN IRS VITA ADVANCED CERTIFICATION; TRAINING IS PROVIDED.
HIGH SCHOOL DIPLOMA OR EQUIVALENT.

Nice To Haves

Experience with VITA or another free tax preparation program.
Knowledge of individual income tax law or tax preparation.
Experience supervising, coaching, or supporting volunteers.
Multilingual skills, particularly Spanish, Vietnamese, Chinese, Russian, Korean, Tagalog, or Amharic.
Willingness to earn additional VITA certifications, such as Military or Foreign Student.

Responsibilities

Coordinate and oversee daily tax preparation services.
Lead, coach, and support IRS-certified volunteers.
Ensure accurate tax preparation and compliance with IRS requirements.
Help clients and volunteers resolve tax-related, operational, and technical issues.
Work closely with United Way staff to maintain safe, efficient, and welcoming tax sites.
Manage one or more in-person tax sites for at least two shifts each week.
Coordinate and supervise all stages of the tax preparation process.
Ensure ongoing compliance with IRS Quality Site Requirements (QSRs).
Provide leadership and troubleshooting support to volunteers and clients.
Oversee tax return preparation and quality review.
Coach, support, and motivate volunteers while helping sites meet weekly service goals.
Provide excellent client service and resolve tax preparation, operational, and customer service issues.
Ensure clients receive all tax credits and services for which they are eligible.
Complete timely e-filing of returns and follow up on rejected returns.
Maintain compliance with IRS tax law, confidentiality, security, and Quality Site Requirements.
Submit required weekly reports and communicate regularly with Tax Campaign staff.
Assist volunteers with certification, tax preparation software, case management systems, and technical troubleshooting.
Escalate complex tax, client, volunteer, or operational issues when appropriate.
Lead or co-lead tax site orientations between Jan. 19–25.