Associate Manager, Second Look

This is a fully remote position, open to applicants in Missouri.

📋 Description

• Lead virtual operations for Second Look teams, which includes staffing, workflow management, and daily logistics.

• Facilitate daily virtual meetings to reinforce team cohesion.

• Develop and uphold schedules, ensure accurate timekeeping, labor alignment, and pod coverage.

• Oversee associate performance, conduct timely reviews, and coordinate with the Associate Relations Center.

• Foster an engaging virtual culture through coaching, mentoring, development, and recognition.

• Manage operational metrics such as accuracy, amendment conversion, CSAT/NPS, SLAs, and productivity.

• Promote continuous improvement by enhancing workflows and tools, as well as preparing or reviewing returns during peak demand periods.

• Collaborate with the DGM to implement growth strategies and meet client growth objectives.

• Supervise Second Look quality through transcript interpretation, identifying risks and opportunities, reviewing amended returns, providing escalation support, and delivering advanced tax guidance.

• Recruit, interview, and select both year-round and seasonal Virtual Tax Professionals.

⛳️ Requirements

• Bachelor’s degree in a relevant field or equivalent experience through a combination of education and work experience.

• Over 5 years of experience in accounting, finance, bookkeeping, or tax.

• Proven experience in overseeing staffing, workflow, scheduling, timekeeping, labor alignment, and coverage for virtual teams.

• Experience in managing associate performance and coordinating with an Associate Relations Center.

• Capability to coach, mentor, develop, and recognize team members.

• Proficiency in managing operational metrics, including accuracy, amendment conversion, CSAT/NPS, SLAs, and productivity.

• Ability to identify enhancements in workflow and tooling.

• Experience in preparing or reviewing tax returns and providing advanced tax guidance.

• Competence in recruiting, interviewing, and selecting both year-round and seasonal Virtual Tax Professionals.

🏝️ Benefits

• Medical and prescription drug coverage for eligible associates and their dependents.

• H&R Block Retirement Savings Plan (401(k) Plan).

• Employee Assistance Program.

• (Virtual) fitness center programs.

• Associate discount program.

• Business Travel Accident Insurance.

• Associate Tax Prep benefit.

• Competitive pay.

• Comprehensive benefits.

• Support for life both inside and outside of work.

• Opportunities for continuous learning.

• High-performing and connected culture.

• Incentive compensation or short-term incentive plans may offer additional earnings.