About Us We are a growing accounting firm in Charlottesville focused primarily on tax compliance, tax planning, bookkeeping and responsive client service for individuals and small businesses. We are looking for a highly organized operations professional to keep work moving across the firm, make sure client requests are addressed promptly, and ensure nothing falls through the cracks. Position Summary The Client Service & Workflow Manager serves as the central coordinator for tax workflow, internal task management, and client follow-up. This person is responsible for monitoring deadlines, assigning and reassigning work as needed, removing bottlenecks, tracking open items, and making sure every client concern is acknowledged, routed, and resolved in a timely manner. This role is similar to an operations lead or project manager in a professional services environment. The right candidate will help the team stay organized, accountable, and proactive while supporting a high standard of client service. Key Responsibilities Own the firm's workflow management process for tax returns, client deliverables, notices, extensions, and recurring service tasks. Monitor job status across the firm to ensure work is moving, deadlines are met, and team capacity is balanced appropriately. Assign, track, and follow up on tasks to make sure staff have clear priorities and no project stalls unnecessarily. Serve as a central point of coordination for client concerns, open items, missing information, and follow-up communication. Escalate urgent issues, bottlenecks, and service risks to firm leadership before they become client problems. Maintain visibility into outstanding client documents, unanswered questions, pending signatures, and unresolved service issues. Manage admin staff Work with partners, managers, and staff to improve workflow processes, accountability, and turnaround times. Stay up to date on software updates to the workflow software and research new softwares and tools and assess their fit for our team Help build, document, and refine standard operating procedures, checklists, and workflow rules for recurring tax processes. Lead weekly workflow meetings or status check-ins to review priorities, blockers, deadlines, and staffing needs. Ensure client service standards are met, including timely acknowledgment, follow-through, and clear communication. Qualifications 3+ years of experience in workflow coordination, operations, project management, client service, or practice management, preferably in an accounting, tax, bookkeeping, or other professional services firm. Strong organizational skills and a proven ability to manage many moving pieces at once. Experience tracking tasks, deadlines, and team workloads in practice management or project management software. Excellent written and verbal communication skills, especially with clients and internal teams. Ability to follow up consistently, hold people accountable professionally, and keep projects advancing. Strong judgment, attention to detail, and problem-solving ability. Prior experience in a tax or accounting firm is strongly preferred. Preferred Skills Familiarity with tax return workflow, extension tracking, notices, e-signatures, and client document collection. Experience creating or improving SOPs, checklists, and workflow systems.handbook. Comfort working in a deadline-driven environment with seasonal volume spikes. Experience with tools such as TaxDome, QuickBooks, Microsoft 365, Teams, or similar systems is a plus. What Success Looks Like Every client concern is logged, assigned, and followed through to completion. Team members always know what they should be working on next. Work is visible, deadlines are controlled, and bottlenecks are addressed early. Client communication is timely, professional, and proactive. The firm operates with fewer dropped balls, fewer surprises, and better accountability.

Pay:

$45,000.00 - $65,000.00 per year

Benefits:

401(k) Dental insurance Flexible schedule Health insurance Paid time off

Work Location:

In person