Job DescriptionHybrid Work Environment - This role is based in our Alpharetta, GA office and follows a hybrid schedule, offering flexibility while maintaining in-office collaboration.The Manager, Operational Support Services leads a team that provides specialized systems, process, and operational support to TaxConnex delivery teams, clients, partners, and third-party solution providers. The role is responsible for managing internal delivery support and client solution operations, while ensuring issues are resolved efficiently, processes are well documented, and opportunities for continuous improvement are identified and implemented. This role helps create consistent, scalable support practices that strengthen service delivery and the client experience.
Key functions include:1. Lead and Manage the Operational Support Services team members- Lead and manage the team members across all functions of operational support services.
- Establish priorities, objectives, and performance expectations and hold team members accountable for results.
- Conduct quarterly performance discussions and provide ongoing feedback and development.
- Monitor and balance team workload, capacity, service levels, open issues, escalations, and other operational commitments to ensure work is completed accurately and timely and aligned with business priorities.
2. Internal Systems, Process and Operational Support:- Provide Tier 1 operational support to internal delivery teams, serving as the initial point of contact for questions related to the proprietary TaxConnex platform, sales tax knowledge, business processes, and basic IT support needs.
- Diagnose and resolve issues when possible and coordinate escalation to the appropriate subject matter expert, Product, Technology, or other team when additional expertise is required.
- Provide operational support for physical compliance activities, including scanning tax notices and matching paper returns with checks or other required documentation to support timely and accurate client filings.
3. Client Solutions, Process and Operational Support:- Manage the systems, processes, support, and operational activities associated with third-party solutions offered by TaxConnex to clients and TaxConnex services delivered through partner and reseller relationships.
- Manage implementation of third-party add-on services, including ECM and tax calculation add-on services for existing sales tax compliance clients, coordinating requirements, set up, testing, client and internal communication, handoff, and readiness for ongoing support.
- Manage ongoing ECM service operations, including administration of the ECM software, certificate validation, issue resolution, and escalation of software defects or vendor-specific issues to the ECM provider.
- Manage operational relationships and support requests with tax technology vendors and other third-party solution providers, coordinating issues through resolution to minimize disruption to client service delivery.
- In partnership with Accounting, manage partner and reseller billing activities for TaxConnex services delivered through these relationships, including coordination of billing information, reconciliation, issue resolution, follow-up, and communication with internal teams and partners to support accurate and timely billing.
4. Process Documentation and Continuous Improvement- Own and maintain compliance process documentation, support procedures, knowledge resources, and escalation paths to promote consistent execution and knowledge sharing.
- Analyze recurring support issues, process gaps, and operational trends to identify root causes and improvement opportunities across internal and external support activities.
- Partner with Activation, Compliance, Practitioners, Product, Technology, and other stakeholders to implement process, system, and service improvements that strengthen efficiency, scalability, and client delivery.
Requirements- Bachelor's degree in business, accounting, finance or other related field.
- Sales and use tax experience - including: Working knowledge of sales tax concepts, compliance, and the ability to learn TaxConnex processes, systems, service offerings, and partner operating models.
- Experience in client services, or a related service delivery environment.
- Comfortable with working in and learning new software.
- Strong troubleshooting skills with the ability to distinguish between user, process, tax, software, and technology issues and determine the appropriate resolution or escalation path.
- Experience coordinating with software vendors and managing issues through resolution; implementation or onboarding experience strongly preferred.
- Experience managing billing, reconciliation, or other detail-oriented operational processes preferred.
- Strong written and verbal communication, organization, follow-through, and attention to detail.
- Ability to work effectively across delivery, client-facing, technology, product, finance, and partner teams while balancing multiple priorities.
Critical Competencies:- Service orientation and responsiveness
- Operational ownership and accountability
- Problem solving and sound judgment
- Technical and tax learning agility
- Cross-functional communication and collaboration
- Organization and attention to detail
- Continuous improvement mindset.
