Job Description:POSITION SUMMARYThe Director, Client Delivery - Tax Services leads a team focused on the successful onboarding of Tax Services software and solutions for enterprise clients. This leader oversees a team of 7 Client Delivery Managers who guide clients from contract execution through operational readiness and measurable value realization.
The ideal candidate brings deep program and project management experience, a strong track record in enterprise software implementation, and a practical understanding of tax payment operations, tax servicing workflows, escrow processes, and the broader mortgage and financial services ecosystem. The Director serves as a strategic partner to clients and internal stakeholders, ensuring complex implementations are governed effectively, risks are managed proactively, and delivery practices scale with the business.
Key Responsibilities Client Delivery & Onboarding Leadership - Lead end-to-end client onboarding and implementation for Tax Services software and service offerings.
- Ensure engagements are delivered on time, within scope, and in accordance with defined quality standards.
- Establish implementation strategies, governance structures, and delivery frameworks that produce predictable client outcomes.
- Serve as the escalation point for complex onboarding engagements, operational challenges, and client concerns within the Tax Services suite of products.
- Partner with clients to understand business objectives and align implementation plans, readiness activities, and success measures to desired outcomes.
- Drive solution adoption through effective change management, stakeholder engagement, training coordination, and operational readiness planning.
Delivery Management - Lead a portfolio of complex implementations with multiple workstreams, dependencies, vendors, and stakeholders.
- Establish and maintain program governance, integrated plans, status reporting, risk and issue management, decision logs, and executive communications.
- Monitor project health through key performance indicators, milestone adherence, implementation metrics, and delivery dashboards.
- Proactively identify and mitigate risks that may affect timelines, client satisfaction, regulatory compliance, or operational performance.
- Facilitate executive steering committees and cross-functional governance forums that drive timely decisions and clear accountability.
Tax Services & Tax Payment Expertise - Provide subject matter leadership related to tax payment operations, tax servicing, and associated industry processes.
- Apply an understanding of client requirements involving tax payments, taxing authorities, escrow administration, service providers, and servicing platforms.
- Collaborate with Product, Operations, Technology, Sales, and Customer Success to ensure solutions align with market requirements and client needs.
- Advise implementation teams on tax-specific workflows, regulatory considerations, operational dependencies, and industry best practices.
- Use client feedback and market insights to inform continuous enhancement of Tax Services software, services, and implementation approaches.
Operational Excellence - Drive continuous improvement initiatives that reduce implementation cycle time, strengthen delivery quality, and improve client satisfaction.
- Establish service-level measures and performance standards across onboarding and implementation activities.
- Develop resource planning, demand forecasting, and capacity management practices that support business growth.
- Standardize delivery practices to improve consistency, efficiency, transparency, and scalability.
- Use data and analytics to strengthen forecasting, portfolio visibility, and delivery outcomes.
People Leadership - Lead, coach, and develop a high-performing team of delivery professionals.
- Foster a culture of accountability, collaboration, client focus, innovation, and continuous improvement.
- Establish clear performance expectations and support employee growth through coaching, mentoring, and development planning.
- Build organizational capability through knowledge sharing, repeatable practices, and talent development.
Job Qualifications:What you will bring- Bachelor's degree in Business, Information Systems, Project Management, or a related field highly desired.
- Minimum 10 years of experience leading client implementations, onboarding programs, professional services, or complex delivery programs.
- Minimum 5 years of people leadership experience managing project managers, implementation teams, or client delivery professionals.
- Demonstrated success leading large-scale software implementations and complex programs with multiple stakeholders and dependencies.
- Strong command of program governance, integrated planning, risk management, issue resolution, and executive communication.
- Experience managing multiple concurrent projects with significant client and business impact.
A bonus if you have- Experience with complex SaaS / software implementations initiatives.
- Experience in property tax payments, tax servicing, mortgage servicing, escrow operations, or related field highly desired.
- Knowledge of property tax administration, taxing authority interactions, tax payment workflows, and servicing operations desired.
- Expertise in Lean management principles, continuous improvement, and change leadership, with a track record of delivering measurable business outcomes through process standardization, automation, and operational excellence.
- Experience operating in a regulated environment with complex controls and dependencies.
- PMP, PgMP, Lean or comparable project or program management certification desired.
- Working knowledge of tax payment operations, tax servicing, escrow operations, or closely related mortgage or financial services processes.
Critical Success Factors - Strong executive presence and trusted client-facing leadership.
- Exceptional program and project management discipline.
- Deep understanding of implementation governance and operational execution.
- Ability to influence across a matrixed organization and align diverse stakeholders.
- Strong analytical judgment, structured problem solving, and bias for measurable outcomes.
- Credible knowledge of Tax Services operations and client business processes.
- Passion for exceptional client experiences, delivery quality, and continuous improvement.
This role offers the opportunity to shape how Tax Services solutions are implemented and adopted, while building a scalable delivery organization that accelerates client value and supports business growth. #LI-RS1
Annual Pay Range:111,900 - 180,000 USD
Application Window:This opportunity is expected to remain posted through the date identified below, subject to business needs.
Thrive with CotalityAt Cotality, we offer more than just a job, we provide a benefits experience designed to support your whole self. From a flexible working model to competitive time off and standout health coverage with meaningful perks and growth opportunities, our package is built to help you thrive at work and in life.
Highlights, depending on role classification, include:
- Time off: Generous PTO and 11 paid holidays, plus well-being and volunteer time off.
- Family Support: Up to 16 weeks of fully paid parental leave and a baby stipend.
- Health: Multiple medical plan options with mental health and wellness support offerings.
- Retirement: 401(k) with company match and vesting after one year.
- Financial Perks: $400 annual well-being stipend and tuition assistance up to $5,250.
- Extras: Recognition Rewards, Referral bonuses, exclusive discounts and more!
