National Manager, Retail Operations

Company Overview

Job Overview

Come join the Intuit Customer Success team as a National Group Manager of Retail Operations in the TurboTax Expert Network where you will play an integral role in scaling services that serve millions of customers every year while being at the forefront of driving company growth. In this role, you will be a key leader in the design, build, and delivery of a new innovative approach to serving customers across a network of retail locations nationwide.

With a particular focus on managing and optimizing customer experiences at scale, building relationships within communities, and establishing best-in-class retail operations, you will create an environment in which onsite experts are empowered to deliver exceptional customer service while driving retail success. In addition to overseeing the network of retail and flagship locations, you will play a key leadership role within the broader Intuit Customer Success organization, staying closely linked to other tax segments and partner groups to ensure collaboration and learning across teams.

This is a full-time, exempt role and requires onsite presence at an Intuit location in the United States.

Responsibilities

• Manage and lead the nationwide network of retail locations: Drive operational success of all stores, ensuring consistent customer experiences, store performance, and scalability of operations.
• Accountable for retail P&L: Ensure financial success across all locations with a relentless focus on delivering value to customers while achieving growth and profitability goals.
• Standardize and scale best practices: Promote consistency by sharing learnings and successful strategies rapidly across retail locations to improve store performance and customer outcomes.
• Collaborate with our marketing team to boost national and local brand awareness and excitement for Intuit TurboTax through in-store events and promotions.
• Collaborate cross-functionally: Coordinate with the Director of Service Experts to track customer demand across store types, share insights, and inform smarter decision-making to deliver for customers.
• Build relationships and trust: Foster credibility within the organization and across retail teams by valuing different perspectives and setting clear performance expectations.
• Lead the design and delivery of new service models: Build scalable operational frameworks to bring innovative customer experiences onsite, that meet the needs of a growing customer base and evolving market demands.
• Exhibit customer obsession: Operate with deep customer empathy, a “we always make it right” mindset, and a passion for delivering exceptional, personalized onsite experiences.
• Provide vision and hands-on leadership: Operate as a strategic, vision-setting leader while also stepping in as a hands-on leader when needed to tackle tactical challenges.
• Embrace ambiguity and drive outcomes: Lead with agility and uphold boundaryless leadership in an ambiguous and fast-paced environment, ensuring timely decision-making and delivery of business goals.

Qualifications

• Leadership Experience: Minimum 6-8 years of leadership and management experience, including a minimum of 5 years in multi-location retail management and/or large-scale in-person customer service management.
• Retail Strategy Expertise: Demonstrated success managing P&L across multiple retail locations, scaling operations, and delivering consistent outcomes.
• Marketing & Strategy Skills: Familiarity and expertise in retail marketing and strategy to optimize in-store customer engagement and ensure operational efficiency.
• Project Leadership: Proven ability to lead large-scale projects end-to-end, from conceptualization through implementation, ensuring delivery on ambitious timelines.
• Analytical Fluency: Strong ability to leverage data and analytics to monitor performance metrics, optimize operations, and drive decision-making.
• Retail Knowledge: Familiarity with the complexities of managing a retail tax practice is a plus, but not required.
• Travel Requirement: Up to 50% travel throughout the year, with up to 75% travel during peak tax periods to oversee retail and flagship store operations across locations.
• Education: Bachelor's degree; advanced degree preferred.
• Must reside in the United States.

Take charge of shaping the future of TurboTax Live’s retail success and delivering innovative ways to serve customers nationwide. Join us at the forefront of combining retail expertise, strategy, and customer obsession to set unparalleled standards in onsite service excellence.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is:

• Bay Area California Pay Transparency: $190,500 - 257,500
• Southern California Pay Transparency: $169,000 - 228,500
• Colorado Pay Transparency: $152,000 - 205,500
• Massachusetts Pay Transparency: $159,500 - 216,000
• New York Pay Transparency: $166,000 - 224,500
• Washington Pay Transparency: $159,500 - 216,000
• Washington DC Pay Transparency: $152,000 - 205,500