Manager, Operational Support Services

Manager, Operational Support Services

Hybrid 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:

• Lead and Manage the Operational Support Services team members
• Internal Systems, Process and Operational Support
• Client Solutions, Process and Operational Support
• Process Documentation and Continuous Improvement

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.