Site Performance Manager Jobs in Hackensack, NJ (NOW HIRING)

Pos ition Summary:

The Tax Site Coordinator is responsible for the day-to-day management, oversight, and quality assurance of assigned free tax preparation sites. This role ensures tax preparation services are delivered accurately, efficiently, and in compliance with IRS, state, funder, and organizational requirements. The Tax Site Coordinator serves as the onsite leader responsible for maintaining high-quality customer service, supporting staff and volunteers, managing site operations, and ensuring achievement of daily, weekly, and seasonal tax filing goals.

Working closely with the leadership and Tax team, the Tax Site Coordinator oversees tax preparers, quality reviewers, intake specialists, administrative staff, and volunteers to ensure all taxpayers receive accurate tax preparation services in a welcoming and professional environment. This position plays a critical role in maintaining compliance, supporting volunteer engagement, resolving operational challenges, and ensuring tax sites operate efficiently throughout the tax season

The ideal candidate possesses strong knowledge of tax law, exceptional organizational skills, leadership abilities, and a commitment to delivering high-quality customer service to individuals and families seeking free tax preparation services.

What You'll Do

1. Site Operations Management

• Oversee daily operations of assigned VITA tax preparation sites.

• Coordinate site setup, activation, and closure activities throughout the tax season.

• Ensure adequate staffing coverage for all scheduled operating hours.

• Manage daily workflow to maximize efficiency, customer experience, and filing volume.

• Monitor site performance and implement strategies to achieve service delivery goals.

• Maintain a professional, organized, and welcoming environment for taxpayers, staff, volunteers, and community partners.

• Support end-of-season site closeout activities and resolution of outstanding returns.

1. Staff and Volunteer Coordination

• Coordinate schedules for tax preparers, quality reviewers, intake specialists, administrative staff, and volunteers.

• Monitor staff attendance, volunteer participation, and timekeeping records.

• Support onboarding and training efforts for seasonal staff and volunteers.

• Reinforce adherence to all operating procedures, customer service standards, and IRS requirements.

• Provide day-to-day guidance, coaching, and technical support to site personnel.

• Escalate performance or operational concerns to program leadership as appropriate.

1. Tax Preparation Quality and Compliance

• Ensure tax returns are prepared in accordance with IRS standards, certification requirements, and quality review procedures.

• Monitor tax preparers to ensure returns are prepared only within their certification level.

• Ensure quality reviews are completed on all required returns.

• Oversee daily transmission of completed returns to the IRS and state agencies.

• Ensure rejected returns are corrected and resubmitted within 24 hours whenever possible.

• Maintain compliance with all IRS VITA program requirements, quality alerts, and operational standards.

• Ensure all required IRS publications, posters, and reference materials are available onsite.

• Complete taxes for clients at times where staffing necessitates or during non-peak tax season where volunteer and temporary staff are not on board.

1. Customer Service and Partner Relations

• Maintain positive relationships with host site partners, community organizations, and stakeholders.

• Serve as the primary onsite contact for customer concerns, service issues, and operational challenges.

• Support a positive taxpayer experience through efficient service delivery and professional customer interactions.

• Address escalated customer concerns and coordinate resolutions as necessary.

• Collect and share customer feedback to support continuous quality improvement.

1. Compliance, Documentation, and Risk Management

• Ensure taxpayer privacy and confidentiality requirements are maintained at all times.

• Maintain volunteer agreements, certification records, and required site documentation.

• Monitor compliance with IRS Publication 4299 and all applicable data security requirements.

• Ensure staff and volunteers review and comply with IRS Quality Alerts and policy updates.

• Maintain accurate records of staffing, volunteer participation, site activities, and operational performance.

• Assist with monitoring visits, audits, and internal quality assurance reviews.

1. Performance and Reporting

• Track daily, weekly, and seasonal filing production goals.

• Monitor key site performance indicators and identify opportunities for improvement.

• Submit required operational reports, staffing records, and production updates to program leadership.

• Collaborate with leadership to address trends impacting productivity, quality, or customer satisfaction.

• Support achievement of overall program tax filing goals and quality standards.

  You're a great fit for this role if you have:

• A bachelor’s degree in business administration, Finance, Human Services, Workforce Development, or a related field from an accredited institution.

• Minimum of 3 years of experience in tax preparation, VITA programs, financial services, or a related field.

• Experience coordinating staff, volunteers, or customer service operations preferred.

• Strong knowledge of individual income tax preparation and federal tax law.

• Experience utilizing tax preparation software such as TaxSlayer or similar platforms.

• Experience working in high-volume customer service environments preferred.

• IRS Quality Review Certification required within first 90-days of employment and must be recertified yearly. And/or education or experience deemed appropriate by the agency.

Compensation

• $26-$30 per hour

Equal Opportunity Employer