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Operations Support Supervisor

Liberty Tax

Role overview

Responsibilities

  • Provide guidance on daily business operations, systems, processes, and operational best practices.
  • Build trusted relationships through proactive communication and follow-up.
  • Identify operational trends, risks, and opportunities that may impact franchise performance.
  • Provide Regional Director with timely observations and data to support coaching, intervention, and strategic decision-making.

Key facts

Hard skills

Operational Planning Process Improvement Internal Documentation Project Collaboration Computational Tools

Other skills

  • Relationship Building
  • Coaching
  • Training And Development
  • Communication
  • Problem Solving
  • Detail Oriented

About the company

Liberty Tax logo

Liberty Tax

Liberty Tax is income tax preparation at its best: friendly, accurate, and with a money back guarantee. Founded in 1997, Liberty Tax is the fastest-growing tax preparation franchise ever. From its start as Canadian company U&R Tax Depot, Liberty Tax has become an industry leader with a network of over 30,000 tax preparers and almost 16 million individual tax returns prepared. In just 16 years, Liberty Tax has grown to more than 4,000 offices operating in the U.S. and Canada. What makes Liberty Tax unique? We highly support our franchisees and firmly stand by our mission statement. Known for our Liberty wavers, roadside parties, and fun company culture, Liberty Tax has been recognized as raising the bar for all franchises, not just personal income tax-based businesses.

Company details

Company size201 - 500

Links

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Job description


Liberty Tax Service


Position Title:  Operations Support Supervisor

Department: Franchise Operations

Status:  Full-Time 

Reports to: Regional Director-East

FLSA Status: Exempt 

  

Operations Support Supervisor - Region 1 East

Position Summary

The Operations Support Supervisor (OSS) serves as a primary operational partner to Liberty Tax franchise owners, providing day-to-day business support, operational guidance, and proactive outreach to help offices operate successfully. The OSS builds strong relationships with franchise owners, identifies operational risks and opportunities, and works closely with Regional Director by providing timely, relevant insights that support informed business decisions. While the Ops Support Lead manages the Ops Support Team, the OSS serves as a subject matter expert and escalation resource, partnering with the Ops Support Team to ensure franchisees receive consistent, high-quality support.

Key Responsibilities

  • Provide guidance on daily business operations, systems, processes, and operational best practices.
  • Build trusted relationships through proactive communication and follow-up.
  • Identify operational trends, risks, and opportunities that may impact franchise performance.
  • Provide Regional Director with timely observations and data to support coaching, intervention, and strategic decision-making.
  • Maintain accurate documentation of owner interactions, operational concerns, and office status.
  • Coordinate with cross-functional corporate departments to resolve operational issues.
  • Support implementation of operational initiatives, new programs, and process improvements.
  • Develop and maintain workflows, standard operating procedures, and knowledge resources.
  • Leverage reporting, AI tools, and operational data to improve support effectiveness.
  • Serve as an escalation resource and operational advisor for the Ops Support Team.
  • Assist with training and knowledge sharing for the Ops Support Team when operational expertise is needed.
  • Provide operational coaching that builds franchise owner capability, encourages accountability, and promotes long-term business success.

Day-to-Day Responsibilities

  • Respond to franchise owner questions regarding daily operations and business processes.
  • Conduct proactive outreach to owners to review operational health and provide guidance.
  • Monitor operational reports and identify offices showing signs of operational risk.
  • Communicate relevant owner updates, concerns, and trends to Regional Director.
  • Document owner interactions and maintain accurate operational records.
  • Research and resolve complex operational issues by collaborating with internal departments.
  • Update and improve operational workflows and documentation.
  • Provide operational support for office openings, transitions, technology adoption, and process execution.
  • Support the Ops Support Team by answering escalated operational questions and assisting with complex franchisee issues.
  • Participate in meetings with Regional Directors and cross-functional teams to discuss owner performance, operational trends, and improvement opportunities.
  • Analyze recurring issues to recommend process improvements that improve franchisee success and operational efficiency.


Liberty Tax Service is an equal opportunity employer.

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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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