Team Leader
On-siteLakeway, Texas, United States
Job Summary
Deliver and reinforce the consultative client experience by owning daily execution on every appointment, modeling client-centric behaviors, and resolving escalated concerns with sound judgment. Conduct client walk/talks to gather real-time feedback and translate insights into coaching for Tax Advisors and Client Service Professionals. Lead daily office operations by managing workflow, scheduling, and capacity while driving adoption of new processes and technology. Coach the in-office team using a structured roadmap to identify opportunity drivers and anchor on one high-impact behavior at a time. Partner with leadership to execute office growth plans, recruit associates, and ensure seasonal readiness through certification and training. Manage performance conversations and guide the team through change with empathy and clarity. Work in-person in a flexible schedule that expands during the tax season, including evening and weekend hours as needed.
Required Qualifications
- People management experience, with a demonstrated ability to grow, develop, and hold associates accountable in a service or retail environment.
- Strong client-centric mindset with a commitment to delivering differentiated, consultative client experience.
- Demonstrated coaching capability — comfort observing performance, giving direct feedback, and driving behavior change.
- Strong decision-making and judgment skills and the ability to function well in a fast-paced environment with minimal supervision.
- Strong interpersonal and communication skills, including the ability to lead difficult conversations with clients and associates professionally.
- Data fluency — comfort interpreting KPI, survey and coaching data to inform daily priorities and coaching focus.
- Computer proficient with the ability to use MS Office, Teams, and office systems (Appointment Manager, Dimensions, Work Center, Copilot/Sidekick).
- Passionate, determined, and resilient with a customer-centric mindset.
- Able to work a flexible work schedule and flexibility in work assignments based on business needs.
- High school diploma / GED / equivalent required
Desired Qualifications
- Comfort operating in test-and-learn environments — adapting execution based on feedback while maintaining operational discipline and standards.
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