The Manager, Tax Account Management leads a team of Tax Account Managers who deliver proactive and reactive escalatory customer engagement for Tax Customers. This role drives day-to-day operational excellence through disciplined processes, analytics, and customer-centric service delivery. The position requires a skilled leader who can manage complex tax operations, build strong customer relationships, has a proven track record for driving results and actively support the execution of strategic initiatives.
ResponsibilitiesTeam Leadership and Development- Lead, coach, and develop Tax Account Managers through daily performance management and skill development
- Conduct regular one-on-ones, performance reviews, and provide ongoing feedback
- Support team engagement and retention through effective leadership practices
- Build team capabilities through training and knowledge sharing
Tax Operations and Service Delivery- Oversee daily tax account management activities, ensuring effective OSV service delivery
- Monitor and maintain process compliance with tax regulations and service standards
- Identify and support strategies to drive capacity to scale, enhance customer experience, and advance business model changes.
- Manage team workflow and prioritize activities to meet service level agreements
Customer Relationship Management- Maintain customer relationships through regular engagement and proactive communication
- Serve as an escalation point for Tax Account Managers on customer issues
- Support analytics review, ROI tracking, and customer satisfaction initiatives
- Participate in customer health programs and lessons learned sessions
Performance Management & Reporting- Track and manage team KPIs with a disciplined accountability framework, holding team members to performance standards and driving measurable results.
- Prepare and present performance reports to senior leadership
- Utilize Workday and OSV platforms for team productivity and customer insights
- Drive data-informed decisions to improve team and customer outcomes and actively contribute to the execution of strategic initiatives through project participation and cross-functional collaboration.
CompetenciesLeadership & Management Experience- 5 years proven leadership or supervisory role in Tax Service Bureau environment
- Demonstrated ability to coach and develop individual contributors
- Experience holding a team accountable to performance metrics and delivering measurable results
- Experience supporting the deployment of strategic initiatives
Tax Domain & Technical Knowledge- Strong tax domain knowledge in service bureau environment
- Working knowledge of Workday and OSV Service platforms
- Understanding of current tax methodologies, technologies, and tools
- Functional knowledge of HR outsourcing with emphasis on payroll, tax, and garnishments
Communication & Customer Engagement- Strong oral and written communication skills for effective interaction with team, customers, and leadership
- Diplomacy and customer engagement capabilities to manage sensitive situations
- Experience managing customer relationships and handling escalations professionally
Analytical & Problem-Solving Skills- Analytical approach to problem-solving with the ability to collaborate across functions
- Experience with data analysis, reporting, and performance metrics
- Ability to identify issues and implement solutions that improve customer satisfaction
QualificationsEducation/Certification RequirementRequired- 5 years of leadership experience with Tax Service Bureau
- Functional knowledge of human resources outsourcing with emphasis on payroll, tax and garnishments
- Proficiency in MS Office applications (Word, Excel, PowerPoint, Visio)
Preferred- Prior HR services portfolio management, Customer Engagement Management, or Account Executive role in HR Services Industry, preferred
- Extensive Workday exposure in a services bureau or customer.
- Extensive experience with internal OSV BPaaS processes and procedures
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