Firm Operations Manager

Job Title: Firm Operations Manager

Location: Ambler, PA, 19002

Job Type: Full-Time

Primary Responsibilities

Workflow Management and Production Oversight

• Oversee firm workflow across individual tax preparation, business tax returns, bookkeeping/accounting services, tax resolution, and tax notice response work.
• Maintain visibility over all active client engagements, including status, assigned staff, due dates, internal deadlines, budgets, open items, review status, billing status, and completion status.
• Assign, monitor, and update internal due dates, milestones, and staff responsibilities for client engagements.
• Work with firm leadership and department leaders to balance workloads, identify capacity issues, and reassign work as needed.
• Monitor firm output compared to statutory deadlines, internal target dates, assigned budgets, and client expectations.
• Identify workflow bottlenecks and proactively recommend solutions before deadlines are at risk.
• Coordinate regular workflow meetings with staff and firm leadership.
• Prepare weekly and seasonal production reports for partners and managers.
• Assist in developing workflow checklists, status codes, project templates, routing rules, and deadline tracking systems.

Process Improvement, Controls, and Efficiency

• Evaluate existing administrative and production processes and recommend practical improvements.
• Create, implement, and monitor internal controls over client intake, document collection, workflow routing, review readiness, e-file authorization, billing, and project closeout.
• Standardize procedures to reduce rework, missed steps, delays, and partner-level administrative involvement.
• Develop methods to track realization, turnaround time, budget-to-actual performance, missing information delays, and staff capacity.
• Assist firm leadership in improving tax season procedures, extension procedures, bookkeeping workflows, and notice response tracking.
• Help design repeatable workflows for recurring services such as monthly bookkeeping, quarterly estimates, business tax returns, and annual individual tax preparation.

Technology, IT Systems, and AI Workflow Coordination

• Serve as a key internal liaison for the firm’s practice management software, tax software, client portal, document management system, e-signature tools, communication platforms, and related applications.
• Coordinate with outside IT providers and software vendors to resolve operational issues and improve system usage.
• Assist with implementation, testing, and refinement of technology tools that support client workflow and firm operations.
• Help maintain templates, automated task lists, recurring workflows, dashboards, reports, and system permissions.
• Work with firm leadership to integrate AI agents and automation tools into appropriate administrative and workflow processes.
• Monitor AI-enabled workflows to ensure proper human review, data privacy, accuracy, and adherence to firm procedures.
• Identify opportunities to use automation and AI tools to reduce manual follow-up, improve document intake, summarize client communications, monitor due dates, and create management reporting.
• Train staff on appropriate use of firm systems, workflow tools, portals, and automation processes.

Staff Coordination and Administrative Leadership

• Supervise and coordinate administrative staff responsible for client communications, document collection, engagement letters, billing support, collections, tax season preparation, scanning, portal activity, and other office functions.
• Help establish clear responsibilities and accountability for administrative team members.
• Coordinate staff schedules, workload assignments, and recurring administrative deadlines.
• Assist with onboarding and training of administrative personnel.
• Facilitate internal staff meetings and follow up on assigned action items.
• Serve as a liaison between professional staff, administrative staff, firm leadership, outside vendors, and IT providers.
• Promote a culture of accountability, responsiveness, organization, and continuous improvement.

Client Onboarding and Service Coordination

• Oversee the new client onboarding process from initial acceptance through setup in firm systems.
• Ensure that engagement letters, client information, prior-year records, portal access, billing arrangements, and service expectations are properly established.
• Coordinate annual tax season preparation, including organizer distribution, engagement letter tracking, client document requests, and follow-up procedures.
• Monitor missing client information and ensure timely follow-up.
• Assist with client communication procedures, including standard email templates, deadline reminders, document request notices, and status updates.
• Help ensure a consistent and professional client experience across all firm service lines.

Billing, Collections, and Engagement Budget Monitoring

• Coordinate with firm leadership and administrative staff to ensure timely billing of completed work.
• Monitor engagement budgets and compare budgeted time or fee expectations to work status and completion.
• Assist with tracking work-in-process, completed-but-unbilled projects, unpaid invoices, and past-due balances.
• Support procedures requiring payment before release of returns or final deliverables, where applicable.
• Provide reporting to firm leadership regarding billing status, collections issues, and budget overruns.