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 EastPosition 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.
- 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.
Skills Required
- Experience providing operational guidance and support to franchise owners or small business operators
- Strong communication and relationship-building skills for proactive outreach and follow-up
- Ability to analyze operational reports and identify trends, risks, and improvement opportunities
- Experience documenting interactions, maintaining operational records, and developing SOPs and workflows
- Experience coordinating with cross-functional corporate departments to resolve issues
- Experience training, coaching, or knowledge sharing with internal teams
- Familiarity using reporting tools, data, or AI tools to improve support effectiveness
Liberty Tax Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Liberty Tax and has not been reviewed or approved by Liberty Tax.
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Flexible Benefits — Flexible, seasonal scheduling enables workers to pick up income during tax season and adjust hours to fit other commitments. Availability of reduced or adjustable hours is widely emphasized across roles.
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Wellbeing & Lifestyle Benefits — Employee discounts, including free or discounted tax preparation, and access to an Employee Assistance Program are available in many locations. These perks can help offset leaner base packages for those prioritizing seasonal income and convenience.
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Healthcare Strength — Corporate and managed-operations roles list medical, dental, and vision coverage alongside other core benefits. These settings also reference PTO, paid holidays, and 401(k) access, indicating a more complete package in specific roles.
Liberty Tax Insights
What We Do
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.
