Retail Operations Manager (Fintech)

TL;DR

Retail Operations Manager (Fintech): Leading a high-performing, customer-focused local tax preparation center, empowering a cross-functional team to deliver exceptional customer experiences while ensuring operational excellence. Focus on guiding tax experts, handling escalated customer concerns, and implementing strategies for revenue growth and community engagement.

Location: Requires onsite presence at a TurboTax retail location in the NYC Metro in the United States

Salary: $43.50-$59.00 / hour (estimated $87,000-$118,000 annually)

Company

hirify.global is the global financial technology platform that powers prosperity for the people and communities we serve.

What you will do

• Provide ongoing coaching and mentorship to develop team skills and confidence.
• Ensure exceptional customer service and smooth customer journeys.
• Oversee all store operations, including scheduling, facility compliance, and technology troubleshooting.
• Own and manage the store’s P&L and key performance indicators.
• Develop strong relationships within the local community to promote the TurboTax brand.
• Support customer filings during peak periods or when team support is required.

Requirements

• 3+ years in retail management, service industry leadership, or customer-facing leadership roles.
• Prior experience as a people manager.
• Proven success managing KPIs and achieving operational benchmarks.
• Experience handling escalated customer complaints and delivering successful resolutions.
• Strong grasp of platforms like Microsoft Office, scheduling tools, and reporting software.

Nice to have

• Extensive prior experience preparing individual returns.
• Active credential: EA (Enrolled Agent), CPA (Certified Public Accountant), or Practicing Attorney with strong tax preparation experience and extensive knowledge of tax laws.

Culture & Benefits

• Competitive compensation package with a strong pay for performance rewards approach.
• Eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs.
• Regular comparisons across categories of ethnicity and gender to drive ongoing fair pay for employees.