Manager, Full-Service

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

📋 Description

• Lead, mentor, and cultivate a distributed team of remote tax professionals, supervisors, and team leaders.

• Establish performance expectations while promoting accountability, collaboration, customer focus, and continuous improvement.

• Enhance the capabilities of supervisors and team leaders through coaching, feedback, and support.

• Oversee daily Full-Service Tax operations, ensuring the timely, accurate, and compliant preparation, review, and filing of federal and state tax returns.

• Drive performance in operations, quality, productivity, compliance, and customer support.

• Guarantee adherence to workflows, company policies, tax preparation standards, and e-file requirements.

• Provide guidance on intricate federal and multi-state individual income tax issues and escalations.

• Ensure compliance with IRS Circular 230, Internal Revenue Code requirements, and federal and state tax laws, alongside e-file requirements and company policies.

• Identify and implement process enhancements for efficiency, consistency, tax quality, and scalability.

• Collaborate with Product, Training, Quality, and cross-functional teams to refine workflows, tools, procedures, training, and customer experience.

• Aid in the implementation of changes to federal and state tax laws and communicate their operational impact.

• Monitor customer feedback, escalations, quality, and operational trends; address any performance gaps.

• Assist in seasonal workforce planning, staffing readiness, skill coverage, and operational preparedness.

⛳️ Requirements

• Active, unrestricted CPA or Enrolled Agent (EA) credential.

• 5+ years of experience in individual (1040) federal and state tax preparation and review.

• 2+ years of experience in leading, managing, or mentoring tax professionals.

• Familiarity with Full-Service or assisted tax preparation models.

• Experience in developing supervisors, team leaders, or tax professionals in a high-volume setting.

• Strong understanding of federal and multi-state individual income tax law, IRS regulations, Circular 230, and e-file processes.

• Advanced skills in tax research, analytics, and problem-solving.

• Demonstrated ability to coach teams, enhance processes, manage performance, and lead through transitions.

• Excellent written and verbal communication skills, along with strong stakeholder management capabilities.

• Capacity to juggle multiple priorities in a fast-paced, deadline-oriented environment.

• Experience collaborating with Product, Training, Quality, Customer Experience, and Customer Support teams.

• Background in a high-volume remote or call center setting.

• Preference for candidates with experience leading remote and/or seasonal tax teams.

• Familiarity with small business tax matters, including Schedule C and pass-through entities, is advantageous.

🏝️ Benefits

• Full-time employment.

• Supportive, open, and inclusive work environment.

• Equal employment opportunity.

• Disability accommodation support.