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Posted: 10/21/2026Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading virtual operations, managing staffing and workflow, and overseeing performance metrics in a tax-related environment. Proficient in coaching and mentoring associates while driving continuous improvement and achieving client growth targets.
Highest-signal resume keywords
Virtual Team LeadershipOperational Metrics ManagementTax Return PreparationCoaching And MentoringRecruitment And Selection
About the role
Key responsibilities & impact- Lead virtual operations for Second Look pods/teams, including staffing, workflow, and day-to-day logistics
- Facilitate daily virtual huddles and reinforce team alignment
- Create and maintain schedules, accurate timekeeping, labor alignment, and pod coverage
- Manage associate performance, timely reviews, and coordination with the Associate Relations Center
- Cultivate an engaging virtual culture through coaching, mentoring, development, and recognition
- Own operational metrics including accuracy, amendment conversion, CSAT/NPS, SLAs, and productivity
- Drive continuous improvement through workflow/tooling enhancements and preparing or reviewing returns during peak demand
- Partner with the DGM to execute growth strategies and achieve client growth targets
- Oversee Second Look quality through transcript interpretation, risk/opportunity identification, amended-return review, escalation support, and advanced tax guidance
- Recruit, interview, and select year-round and seasonal Virtual Tax Professionals
Requirements
What you’ll need- Bachelor’s degree in a related field or equivalent through a combination of education and related work experience
- 5+ years of experience in accounting, finance, bookkeeping or tax
- Experience overseeing staffing, workflow, schedules, timekeeping, labor alignment, and coverage across virtual teams
- Experience managing associate performance and coordinating with an Associate Relations Center
- Ability to coach, mentor, develop, and recognize associates
- Ability to manage operational metrics including accuracy, amendment conversion, CSAT/NPS, SLAs, and productivity
- Ability to identify workflow and tooling enhancements
- Ability to prepare or review tax returns and provide advanced tax guidance
- Ability to recruit, interview, and select year-round and seasonal Virtual Tax Professionals
Benefits
Comp & perks- Medical and prescription drug coverage for qualifying associates and eligible 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 in and outside of work
- Continuous learning
- High Performing, Connected Culture
- Incentive compensation or short-term incentive plans may provide additional earnings
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
AccountingFinanceBookkeepingTax PreparationPerformance ManagementWorkflow EnhancementTimekeepingLabor AlignmentAmendment ConversionCSAT/NPS Management
Soft Skills
CoachingMentoringTeam AlignmentEngagementCommunication
Industry Keywords
Virtual OperationsSecond LookAssociate Relations CenterQuality AssuranceGrowth Strategies