Director, Tax Experience – Operations

Role Overview

• Own the End-to-End Tax Experience (Client + Advisor)
• Define and execute a consistent, multi-channel Tax client experience and advisor experience, including onboarding, delivery, updates/communications, and “moments that matter.” This may be tailored for tax-only clients and / or clients with varying complexity.
• Establish and operationalize VOC/VOF listening posts and convert insights into prioritized fixes and measurable improvements.
• Create or refine playbooks (e.g., onboarding, handoffs, escalations, seasonal readiness) to provide an excellent client experience: timely, clear, and consistent.
• Drive Operating Leverage, Capacity, Efficiency & Quality
• Lead process redesign to improve experience, quality, and throughput across tax workflows (quoting/routing, ongoing communication, intake, prep, review, delivery).
• Build an operating system for Tax that includes: capacity planning, work segmentation, load balancing, SLAs, and clear ownership
• Reduce administrative burden on Tax managers and teams by simplifying workflows, clarifying roles, and implementing scalable support mechanisms
• Operational Telemetry & Business Management
• Establish and maintain operational telemetry (dashboards, KPIs, routines) to provide transparency into volume, cycle times, WIP, quality, and bottlenecks.
• Define, track, and report key outcomes such as experience, productivity, and adoption — and lead monthly/quarterly performance reviews with action plans.
• Cross-Functional Delivery & Tech Enablement
• Partner with Technology/Product and Tax leadership on Tax tech stack initiatives (e.g., onboarding tooling, document sharing, workflow automation, Aspen-related enhancements) and ensure “operational readiness”
• Translate operational pain points into clear business requirements; drive change management, training enablement, and adoption across stakeholders.
• Leadership & Stakeholder Management
• Demonstrate comfort and competence in the face of change management. Serve as a senior cross-functional leader who can align Tax, Wealth Management, Client Service, and Operations partners around priorities, sequencing, and accountable execution.
• Build strong relationships with Tax leaders, advisors, and client service teams; act as an escalation point for systemic issues and help remove blockers quickly.

Requirements

• 10+ years of progressive experience in business operations, operating model design, operational excellence, client experience, or equivalent (financial services, professional services, or scaled service operations strongly preferred).
• Demonstrated success leading cross-functional transformations: process redesign, KPI instrumentation, and change adoption.
• Strong analytical skillset: ability to build/interpret operational metrics, diagnose constraints, and prioritize high-impact fixes.
• Exceptional stakeholder leadership: aligns diverse teams, influences without authority, and drives accountability through routines.

Benefits

• Company Paid Basic Life & AD&D Insurance
• Company Paid Short-Term and Long-Term Disability Insurance
• Supplemental Life & AD&D; Short-Term Disability; Accident; Critical Illness; and Hospital Indemnity Insurance
• Three medical plans offerings including two High Deductible Health Plans and a Traditional Co-Pay medical plan.
• Health Savings Account (HSA) with company contributions on a per pay period basis if enrolled in either HDHP medical plan.
• Two comprehensive Dental Plans
• Vision Insurance Plan
• Dependent Care Savings Account for child and dependent care.
• 14 Company Paid Holidays with a full week off at Thanksgiving.
• Generous paid time off program for vacation and sick days
• Employee Assistance Plan
• Family Medical Leave
• Paid Parental Leave (6 weeks)
• Maternity benefits utilizing company paid STD, any supplemental STD, plus Parental Leave (6 weeks) to provide time for recovery, baby bonding, and enjoying your family time.
• Adoption Assistance Reimbursement Program
• Company Paid Concierge Services for you and your loved ones for the spectrum of caring needs for your aging parents, young children, life’s challenges and more.
• 401(k) Retirement Plan with both Traditional and Roth plans with per pay period match
• Pet Insurance