Retail Operations Manager, TurboTax - NYC Metro

Location: New York, New York; onsite presence at multiple TurboTax retail locations in the New York City metro is required. Travel within the market and to the hirify.global home office in San Diego approximately twice per year is also required.

NY pay rate: $45.50–$61 per hour, plus eligibility for a cash bonus, equity rewards, and benefits.

Company

hirify.global is a global financial technology platform offering products including TurboTax, Credit Karma, QuickBooks, and Mailchimp.

What you will do

• Lead and coach Local Tax Experts, Concierges, and other retail center staff.
• Ensure smooth customer journeys, exceptional service, and timely resolution of escalated concerns.
• Oversee scheduling, facility compliance, technology troubleshooting, security standards, and regulatory requirements.
• Manage store P&L and KPIs, including revenue, funnel conversion, operational efficiency, and customer satisfaction.
• Partner with corporate leadership to implement strategies for revenue growth and operational excellence.
• Build community relationships, represent TurboTax at local events, and support new products and store roles.

Requirements

• 3+ years of experience in retail management, service-industry leadership, or customer-facing leadership.
• Prior experience as a people manager and a record of achieving operational benchmarks.
• Experience managing KPIs, analyzing performance data, and improving customer service.
• Experience handling escalated customer complaints and delivering successful resolutions.
• Strong leadership, communication, problem-solving, scheduling, compliance, and technology skills.
• Ability to work onsite across New York City metro retail locations and travel within the market.

Nice to have

• Extensive experience preparing individual tax returns.
• Active EA, CPA, or practicing attorney credential with strong tax preparation experience.
• Experience using enterprise AI tools to improve efficiency and productivity.

Culture & Benefits

• Cash bonus eligibility and equity rewards.
• Benefits provided under applicable company plans and programs.
• Performance-oriented compensation approach.
• Opportunity to support local communities through accessible tax and financial services.