Manager, Tax Account Management

Role Description

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.

Responsibilities

• Team 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.

Qualifications

• Bachelor's degree required.
• 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).
• 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.

Requirements

• 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.
• 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.
• 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 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.

Benefits

• Encouragement to learn and share ideas.
• Reward for innovative thinking, fresh perspectives, creative collaboration, and hard work.
• Values-based culture with upward mobility.
• Professional development with opportunities of all kinds.