District Manager

Jobtailor; Deutschland; Vor Ort; EUR 85.000 - 120.000; Vollzeit

Zusammenfassung

Jobtailor seeks a senior leader to oversee the Second Look client journey across virtual fulfillment operations. You will drive client satisfaction, retention, and quality outcomes while coaching managers and tax professionals across distributed teams.

The role emphasizes data-driven decision making, performance management, and workforce planning to optimize service standards and operational efficiency.

Qualifikationen

• Bachelor's degree in a related field or equivalent experience.
• 5+ years of leadership and management of field personnel, workforce planning, staffing, and goal-setting.
• Strong analytical, critical thinking, and problem-solving skills.
• Ability to interpret data, manage multiple priorities, and meet deadlines.
• Proven communication, interpersonal, facilitation, and relationship-building skills.
• Ability to work effectively across all organizational levels and in diverse environments.
• Demonstrated emotional intelligence and ability to collaborate effectively while leading high-performing teams.
• Must meet IRS e-file suitability requirements as defined by IRS Publication 3112.
• Willingness to work an irregular schedule as business needs require.

Aufgaben

• Lead the full Second Look client journey across virtual fulfillment operations from intake through resolution.
• Drive client satisfaction, retention, communication, and quality outcomes.
• Monitor conversion, satisfaction, service levels, productivity, and retention metrics; identify trends and implement improvements.
• Lead, coach, and develop managers and tax professionals across distributed virtual teams.
• Drive accountability for performance expectations, service standards, client communication, and operational routines.
• Support hiring, onboarding, talent development, and performance reviews.
• Build performance management frameworks, reporting processes, weekly progress routines, and accountability structures.
• Define, test, and refine workflows, service models, and operating processes using feedback and performance data.
• Support workforce planning, hiring strategy, staffing alignment, and seasonal ramp execution.
• Collaborate with Product, Technology, Training, Operations, Field Leadership, and other stakeholders on goals, processes, priorities, and roadmap initiatives.
• Monitor workload, queue health, productivity, staffing alignment, and workflow bottlenecks; implement risk mitigation strategies.
• Engage frontline teams, share best practices, and identify continuous improvement opportunities.
• Develop and maintain training materials, job aids, documentation, and standard operating procedures

Kenntnisse

Leadership

Workforce Planning

Data Analysis

Client Communication

Performance Management

Cross-functional Collaboration

Problem-Solving

Interpersonal Skills

Ausbildung

Bachelor's degree in related field

Tools

Windows-based computer systems

Jobbeschreibung

• Lead the full Second Look client journey across virtual fulfillment operations from intake through resolution
• Drive client satisfaction, retention, communication, and quality outcomes
• Monitor conversion, satisfaction, service levels, productivity, and retention metrics; identify trends and implement improvements
• Lead, coach, and develop managers and tax professionals across distributed virtual teams
• Drive accountability for performance expectations, service standards, client communication, and operational routines
• Support hiring, onboarding, talent development, and performance reviews
• Build performance management frameworks, reporting processes, weekly progress routines, and accountability structures
• Define, test, and refine workflows, service models, and operating processes using feedback and performance data
• Support workforce planning, hiring strategy, staffing alignment, and seasonal ramp execution
• Collaborate with Product, Technology, Training, Operations, Field Leadership, and other stakeholders on goals, processes, priorities, and roadmap initiatives
• Monitor workload, queue health, productivity, staffing alignment, and workflow bottlenecks; implement risk mitigation strategies
• Engage frontline teams, share best practices, and identify continuous improvement opportunities
• Develop and maintain training materials, job aids, documentation, and standard operating procedures

Requirements

• Bachelor's degree in a related field or an equivalent combination of education and relevant work experience
• 5+ years of related experience, including leadership and effective management of field personnel, workforce planning, staffing, and goal-setting
• Strong analytical, critical thinking, and problem-solving skills
• Ability to interpret data, manage multiple priorities, and meet deadlines
• Proven communication, interpersonal, facilitation, and relationship-building skills
• Ability to work effectively across all organizational levels and in diverse environments
• Demonstrated emotional intelligence and ability to collaborate effectively while leading high-performing teams
• Proficiency with Windows-based computer systems
• Strong aptitude for learning and applying technology in a business environment
• Must meet IRS e-file suitability requirements as defined by IRS Publication 3112
• Willingness to work an irregular schedule as business needs require

Core Competencies

Demonstrates strong leadership in managing virtual teams, driving client satisfaction, and implementing performance management frameworks. Proficient in data analysis and workforce planning to enhance operational efficiency and service quality.

Highest-signal resume keywords

• Leadership Experience
• Workforce Planning
• Data Analysis
• Client Communication
• Performance Management

ATS Optimization Keywords

Hard Skills

• Data Interpretation
• Performance Metrics Monitoring
• Workflow Optimization
• Staffing Alignment
• Training Material Development

Soft Skills

• Analytical Thinking
• Problem-Solving
• Interpersonal Skills
• Emotional Intelligence
• Collaboration

Certifications & Qualifications

• IRS E-File Suitability

Industry Keywords

• Client Journey
• Virtual Fulfillment Operations
• Service Standards
• Continuous Improvement
• Talent Development

Tools & Technologies

• Windows-Based Computer Systems