Job Title: Regional Operations Manager
Department/Business Unit: Managed Operations
Reports to: Regional Manager and Director of Managed Operations
Status: Full-Time
FLSA Status: Exempt
Job Summary
The Regional Operations Manager is responsible for the strategic and operational leadership of a defined region of company-owned Liberty Tax offices. This role ensures the successful execution of business goals, compliance with company standards, and support of both field operations and centralized resources. As a cross-functional leader, the Regional Operations Manager collaborates closely with Office Supervisors, Area Managers, executive leadership, and business partners to drive operational excellence, financial growth, and a consistent client experience across the region.
Responsibilities/Duties
Regional Leadership:
- Oversee and guide the performance and operations of multiple offices within a designated region.
- Lead and manage Area Managers and Office Supervisors to achieve operational, financial, and customer service objectives.
- Align with the Director of Managed Operations to execute strategic initiatives and seasonal plans.
Operational Oversight:
- Monitor operational performance metrics, including revenue growth, return volume, compliance, and customer satisfaction.
- Ensure offices adhere to corporate policies, procedures, and regulatory guidelines.
- Conduct visits as needed in conjunction with regional support for compliance and Regional Leadership.
Staff Development and Support:
- Recruit, train, and evaluate office-level leadership and key seasonal personnel.
- Coach and mentor team members to build leadership capacity and ensure operational readiness.
- Support performance management and employee engagement efforts throughout the region.
Customer Service and Community Engagement:
- Champion a culture of exceptional service across all locations.
- Resolve elevated client concerns and ensure consistent customer experience.
- Support local marketing efforts and build partnerships within the communities served.
Strategic Collaboration:
- Partner with Regional Operations Support to address technical and performance support needs.
- Participate in data analysis, performance reviews, and ongoing operational planning.
- Collaborate with corporate departments including training, IT, and compliance to ensure field alignment.
Financial Planning and Budgeting:
- Support development of regional budgets and financial targets.
- Analyze P&L statements and other financial reports to identify opportunities for profitability.
- Provide financial oversight and strategic guidance to Area Managers and Office Supervisors.
Qualifications
- Proven experience leading multi-site operations with strong analytical and decision-making skills.
- Excellent organizational, communication, and leadership abilities.
- Proficiency in Microsoft Office, performance reporting tools, and tax office platforms.
- Comfortable with both strategic planning and hands-on execution.
- Ability to manage field teams across multiple locations with professionalism and consistency.
Education and Experience
- Bachelor's degree in business, operations, or related field preferred.
- 5+ years of experience in multi-unit management or field operations.
- Prior experience in tax, retail, or franchised service environments preferred.
Physical Requirements
Regular travel to offices within the assigned region is required. This role involves periods of sitting, computer use, and occasional lifting of materials (up to 25 lbs).
Work Environment
The position operates in both remote and office environments, requiring flexibility and frequent field visits. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.
Employee Acknowledgement
This job description is not intended to be an exhaustive list of responsibilities or qualifications. Liberty Tax Service reserves the right to adjust duties as business needs evolve.
Liberty Tax Service is an equal opportunity employer.