Retail Operations Manager (TurboTax)

Location: Onsite at multiple TurboTax retail locations in the United States, primarily across Los Angeles, Long Beach, and Orange County metro areas; weekly, monthly, or quarterly travel within the market and travel to the hirify.global home office in San Diego approximately twice per year are required.

Base pay: $45.5–$61 per hour in Los Angeles, plus eligibility for a cash bonus, equity rewards, and benefits.

Company

hirify.global is a financial technology platform behind TurboTax, Credit Karma, QuickBooks, and Mailchimp, serving approximately 100 million customers worldwide.

What you will do

• Lead and coach teams of Local Tax Experts and Concierges, including goal setting, feedback, recognition, and performance reviews.
• Ensure smooth customer journeys, resolve escalated concerns, and use customer feedback to improve the retail experience.
• Oversee scheduling, facilities, technology troubleshooting, compliance, security standards, and day-to-day store operations.
• Own store P&L and performance indicators, including revenue, funnel conversion, operational efficiency, and customer satisfaction.
• Partner with corporate leadership to implement strategies for revenue growth and operational excellence.
• Build local community relationships, represent TurboTax at events, and support tax filings during peak periods when needed.

Requirements

• At least 3 years of experience in retail management, service-industry leadership, or customer-facing leadership.
• Prior experience managing people and achieving operational benchmarks through KPI management.
• Experience resolving escalated customer complaints and delivering successful outcomes.
• Strong leadership, communication, problem-solving, data-analysis, community-engagement, and store-operations skills.
• Proficiency with Microsoft Office, scheduling tools, reporting software, and enterprise AI tools.
• Ability to work onsite at U.S. TurboTax retail locations and travel within the local market.

Nice to have

• Extensive experience preparing individual tax returns.
• Active EA, CPA, or practicing attorney credential with strong tax-preparation experience and knowledge of tax laws.

Culture & Benefits

• Customer-focused, collaborative, and high-energy retail environment.
• Competitive compensation with pay-for-performance rewards.
• Eligibility for cash bonus, equity rewards, and benefits under applicable plans and programs.
• Opportunities to pilot new products and services as TurboTax retail stores expand into year-round businesses.