Operations Manager

You will own the daily operation of the firm end to end 

client intake, triage, payment enforcement, document security, onboarding, and workflow so that our founder's time moves out of administration and into advisory, strategy, and client relationships.

This is not an assistant role. You will not be waiting for instructions. You will hold our systems, our client data, and our client relationships, and you will be trusted to protect all three. When a client calls, you decide what happens next. When a policy is tested, you are the one who holds the line.

This is a career seat, not a stepping stone. We are looking for an operator who wants to build something durable inside a growing firm — someone who will still be here when this practice looks nothing like it does today, because they helped build it.

The Role

You will own the daily operation of the firm end to end.

 client intake, triage, payment enforcement, document security, onboarding, and workflow 

This is not an assistant role. You will not be waiting for instructions. You will hold our systems, our client data, and our client relationships, and you will be trusted to protect all three. When a client calls, you decide what happens next. When a policy is tested, you are the one who holds the line.

This is a career seat, not a stepping stone. We are looking for an operator who wants to build something durable inside a growing firm.

someone who will still be here when this practice looks nothing like it does today, because they helped build it.

What You'll Own

Client intake and triage. Every call, email, and message assessed for urgency and routed to the right person. All inquiries returned within 24 business hours. IRS notices and deadline-driven matters escalated same day.

Payment enforcement. A 50% deposit before project work begins. 

Advisory engagements paid in full by the stated deadline. No work starts until terms are met — and you are the one who makes that true, politely and consistently.

Document security. All client documents flow through our secure portal. We do not open email attachments or links outside of correspondence we initiated. You will redirect clients to the portal and hold that standard without exception.

Client onboarding. Activation links, intake questionnaires, document checklists, and engagement timelines — a new client fully onboarded within 48 hours, without the founder's involvement.

Discovery call intake. Handle 15-minute discovery calls and intake questionnaires. Qualify and route, so that our founder's calendar holds only qualified consultations.

Coordination with our partners. Route complex business filings and compliance-heavy work to our CPA and EA partners. Coordinate with our bookkeeping team. Correct routing on the first pass, without anything sitting and waiting.

SOP ownership. Follow the documented process. Then improve it, document the improvement, and make it usable by the next person we hire.

Founder time protection. You are the buffer between the day-to-day and the founder. 

Minimum Requirements

These are firm requirements, not preferences. Please only apply if you meet all of them.

• Reliable daily commute to our Kissimmee office. This role is on-site. Triage, document handling, and team coordination cannot be done remotely.
• Valid driver's license and reliable personal vehicle.
• Full bilingual fluency in English and Spanish — verbal and written. You will handle client calls and write client emails in both languages.
• Tech savvy. You learn new software quickly and without hand-holding. You are comfortable with client portals, payment platforms, scheduling tools, and cloud document systems. When something breaks, you troubleshoot it before you escalate it — and you can teach the tool to someone else.
• A minimum two-year commitment. This seat takes 90 days to become competent and a full tax season to become valuable. We are investing in someone for the long term and asking for the same in return.
• An operator's ambition. We are looking for someone who wants to master operations inside a growing firm — not someone building an independent practice or book of business on the side.

Not required: tax or accounting experience. We can teach the tax code and our software. We cannot teach discipline, judgment, or character. If you are a strong operator from another industry — healthcare administration, property management, legal support, hospitality, logistics — we want to hear from you.

Skills We're Looking For

Process discipline. You follow a system exactly, even when a client pushes back. When the system is wrong, you improve it through the right channel rather than working around it.

The ability to hold the line. You can tell a long-standing client that the deposit is required — without flinching, apologizing excessively, or escalating the situation. This is the single most important skill in the role.

Judgment on urgency. You know the difference between a genuine emergency and an anxious client. You have a framework for deciding, and you escalate correctly.

Written communication in both languages. Clear, warm, professional, and documented. You represent our brand every time you write.

Ownership. You close loops without reminders. You bring solutions alongside problems.

Discretion and integrity. You handle sensitive financial information as a matter of character, not compliance.

Coachability. You take correction without defensiveness. You treat feedback as feedback.

What Success Looks Like

At 30 days — You are running intake and triage independently. You are fluent in our portal, scheduling, and payment systems. You know every firm policy cold.

At 90 days — You own onboarding and payment enforcement end to end. The founder is no longer touching administration. You have proposed your first improvement to our processes.

At 6 months — You are handling discovery intake and qualification, and coordinating with our CPA/EA partners and bookkeeping team without supervision.

At 12 months — You have run a full tax season as the operational backbone of this firm. The founder's calendar is majority advisory and strategy. You are trusted to train the next person we hire.

What We Offer

• Compensation: [SALARY RANGE — to be completed]
• [Benefits — to be completed: health, PTO, retirement, bonus structure, professional development]
• Real ownership. You will build the systems this firm runs on, not inherit someone else's.
• Growth alongside the firm. We are transitioning from a tax preparation practice into a full advisory firm. The person in this seat will grow as the firm grows.
• Professional development. We will invest in your training — tax knowledge, systems, and leadership. Our founder is actively pursuing advanced credentialing and expects the same commitment to learning from her team.
• A firm with a standard. We do not cut corners, we do not chase shortcuts, and we treat our clients the way we would want our own families treated.

Who This Role Is Not For

We would rather be honest now than three months in.

This is not the right seat if you need to work remotely, if you are looking for a role while you build your own practice, if you want to be told exactly what to do each day, or if you are uncomfortable enforcing a policy with a client who does not want to hear it.

If you read the responsibilities above and felt energized rather than exhausted — we should talk.