Manager, Full-Service

Taxwell helps everyday Americans get every tax advantage they deserve by finding credits and deductions they never even knew existed. Our tax preparation software offers easy guidance and ensures your maximum tax refund. We strive to build a team of like-minded experts in both tax and technology who align with our brand purpose, are advocates for our customers and have a fresh, non-traditional approach to the tax industry.

TaxAct is a leading digital tax filing platform which offers customers do-it-yourself digital and downloadable products that are easy-to-use, best-in-class technology, and provide unparalleled customer support. We are a trusted solution for all users including those with complex tax returns. We strive to attract and retain candidates who exemplify our values: performance, perseverance, progress and partnership. TaxAct is a member of the Taxwell family of products. We are an organization of forward thinkers looking to add industry experts to our growing team. 

This role will primarily support TaxAct as the organization helps everyday Americans file their taxes. We seek to build a team of experts in tax and technology who are customer advocates and have the mindset to reimagine the services our customers receive.  

We’re seeking an experienced CPA or Enrolled Agent (EA) to join our Full-Service Tax leadership team as Manager, Full Service. In this role, you’ll lead and develop a distributed team of credentialed tax professionals, supervisors, and team leads responsible for timely tax preparation services to our customers, reviewing, and filing accurate and compliant federal and state individual income tax returns.

This is a hands-on leadership role that combines tax expertise, people leadership, operational execution, and customer experience.  You will oversee day-to-day Full-Service operations, develop and coach team members and leaders, maintain high standards of tax quality and compliance, and identify opportunities to improve the processes and workflows that support our customers and tax professionals.

You will also serve as a key tax resource for the operation, partnering with Product, Training, Quality, and other cross-functional teams to resolve tax-related issues, support tax law and process changes, and continuously improve the Full-Service Tax experience.

What You'll Do

• Lead, coach, and develop a high-performing team of remote tax professionals, supervisors, and team leads.

• Set clear performance expectations and foster a culture of accountability, collaboration, customer focus, and continuous improvement.

• Develop supervisors and team leads through ongoing coaching, feedback, and support to strengthen leadership capability, tax knowledge, and team performance.

• Manage day-to-day Full-Service Tax operations to ensure timely, accurate, and compliant preparation, review, and filing of federal and state tax returns.

• Drive performance against operational, quality, productivity, compliance, and customer support goals.

• Ensure tax professionals consistently follow established workflows, company policies, tax preparation standards, and e-file requirements.

• Serve as a tax subject matter expert resource, providing guidance on complex federal and multi-state individual income tax matters and escalations.

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

• Identify and implement process improvements that increase efficiency, consistency, tax quality, and scalability.

• Partner with Product, Training, Quality, and other cross-functional teams to improve tax workflows, tools, procedures, training, and the end-to-end customer experience.

• Support implementation of federal and state tax law changes and communicate their operational impact to tax professionals and operational leaders.

• Monitor customer feedback and escalations, quality, and operational trends and take action to address performance gaps and improve outcomes.

• Support seasonal workforce planning, staffing readiness, skill coverage, and operational readiness to meet changing customer demand.

What We're Looking For

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

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

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

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

• Experience developing supervisors, team leads, or tax professionals in a high-volume environment.

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

• Advanced tax research, analytical, and problem-solving skills.

• Proven ability to coach teams, improve processes, manage performance, and lead through change.

• Strong written and verbal communication and stakeholder management skills.

• Ability to manage multiple priorities in a fast-paced, deadline-driven environment.

• Experience leading remote and/or seasonal tax teams preferred.

• Experience with small business tax matters, including Schedule C and pass-through entities, is a plus.

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

• Experience in a high-volume remote or call center environment.

At Taxwell, we believe our work benefits from the diverse perspectives of our employees. As such, Taxwell welcomes and celebrates diversity and inclusion and is committed to equal opportunity employment. At Taxwell, you can expect a supportive, open, and inclusive atmosphere and a team that values your contributions.

Taxwell is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity, veteran status, and any other status protected under applicable law. Taxwell considers information gathered in the hiring process, including information on this application, confidential, and only shares it on a need-to-know basis or as required by law.

If you need assistance or accommodation due to a disability, you may contact us at [email protected]  or by calling 828-349-5887 to speak with a member of the HR Talent Acquisition team.