Tax Services Manager

Key Responsibilities

• Lead a remote team of Tax Experts delivering high-quality tax preparation and video consultations to customers of april's partners, including high-net-worth and small business clients.
• Oversee daily tax practice operations, including capacity management, productivity, funnel performance, customer escalations and adherence to SLAs.
• Drive team performance to consistently meet or exceed KPI targets for customer satisfaction, service quality, and productivity.
• Build a productive, high-energy, and supportive team culture that aligns with april’s values.
• Develop systems and workflows to drive consistency, compliance, and efficiency.
• Act as the voice of the customer—surfacing pain points, team insights, and opportunities for improvement to product, engineering, and operations teams.
• Collaborate cross-functionally to test, launch and improve products, services, and expert tools.

Requirements

• 5+ years of experience managing customer-facing or operations teams in a fast-paced, high-volume environment, preferably in a remote setting.
• Proven ability to lead high-performing teams and foster a supportive culture while achieving KPI targets for productivity, efficiency, throughput, and customer satisfaction.
• Strong technical aptitude; able to identify, assess, and clearly explain product issues to the engineering team for resolution.
• Willing to work outside of standard business hours, including evenings and weekends, as needed during our peak season from January through April.
• A self-starter mindset—comfortable with change, learning by doing, and excited to help shape the future of the tax industry.

Nice-to-Haves

• Active EA or CPA credential and tax preparation experience.