Mercer Advisors

Director, Tax Experience – Operations

Mercer Advisors

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $182,750 - $215,000 per year

Job Level

Lead

About the role

  • Own the End-to-End Tax Experience (Client + Advisor)
  • Define and execute a consistent, multi-channel Tax client experience and advisor experience, including onboarding, delivery, updates/communications, and “moments that matter.” This may be tailored for tax-only clients and / or clients with varying complexity.
  • Establish and operationalize VOC/VOF listening posts and convert insights into prioritized fixes and measurable improvements.
  • Create or refine playbooks (e.g., onboarding, handoffs, escalations, seasonal readiness) to provide an excellent client experience: timely, clear, and consistent.
  • Drive Operating Leverage, Capacity, Efficiency & Quality
  • Lead process redesign to improve experience, quality, and throughput across tax workflows (quoting/routing, ongoing communication, intake, prep, review, delivery).
  • Build an operating system for Tax that includes: capacity planning, work segmentation, load balancing, SLAs, and clear ownership
  • Reduce administrative burden on Tax managers and teams by simplifying workflows, clarifying roles, and implementing scalable support mechanisms
  • Operational Telemetry & Business Management
  • Establish and maintain operational telemetry (dashboards, KPIs, routines) to provide transparency into volume, cycle times, WIP, quality, and bottlenecks.
  • Define, track, and report key outcomes such as experience, productivity, and adoption — and lead monthly/quarterly performance reviews with action plans.
  • Cross-Functional Delivery & Tech Enablement
  • Partner with Technology/Product and Tax leadership on Tax tech stack initiatives (e.g., onboarding tooling, document sharing, workflow automation, Aspen-related enhancements) and ensure “operational readiness”
  • Translate operational pain points into clear business requirements; drive change management, training enablement, and adoption across stakeholders.
  • Leadership & Stakeholder Management
  • Demonstrate comfort and competence in the face of change management. Serve as a senior cross-functional leader who can align Tax, Wealth Management, Client Service, and Operations partners around priorities, sequencing, and accountable execution.
  • Build strong relationships with Tax leaders, advisors, and client service teams; act as an escalation point for systemic issues and help remove blockers quickly.

Requirements

  • 10+ years of progressive experience in business operations, operating model design, operational excellence, client experience, or equivalent (financial services, professional services, or scaled service operations strongly preferred).
  • Demonstrated success leading cross-functional transformations: process redesign, KPI instrumentation, and change adoption.
  • Strong analytical skillset: ability to build/interpret operational metrics, diagnose constraints, and prioritize high-impact fixes.
  • Exceptional stakeholder leadership: aligns diverse teams, influences without authority, and drives accountability through routines.
Benefits
  • Company Paid Basic Life & AD&D Insurance
  • Company Paid Short-Term and Long-Term Disability Insurance
  • Supplemental Life & AD&D; Short-Term Disability; Accident; Critical Illness; and Hospital Indemnity Insurance
  • Three medical plans offerings including two High Deductible Health Plans and a Traditional Co-Pay medical plan.
  • Health Savings Account (HSA) with company contributions on a per pay period basis if enrolled in either HDHP medical plan.
  • Two comprehensive Dental Plans
  • Vision Insurance Plan
  • Dependent Care Savings Account for child and dependent care.
  • 14 Company Paid Holidays with a full week off at Thanksgiving.
  • Generous paid time off program for vacation and sick days
  • Employee Assistance Plan
  • Family Medical Leave
  • Paid Parental Leave (6 weeks)
  • Maternity benefits utilizing company paid STD, any supplemental STD, plus Parental Leave (6 weeks) to provide time for recovery, baby bonding, and enjoying your family time.
  • Adoption Assistance Reimbursement Program
  • Company Paid Concierge Services for you and your loved ones for the spectrum of caring needs for your aging parents, young children, life’s challenges and more.
  • 401(k) Retirement Plan with both Traditional and Roth plans with per pay period match
  • Pet Insurance
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
operational excellenceprocess redesignKPI instrumentationcapacity planningworkflow automationdata analysischange managementclient experience designoperational telemetryperformance reporting
Soft Skills
stakeholder leadershipcross-functional collaborationinfluencing without authorityaccountabilityrelationship buildinganalytical thinkingproblem-solvingcommunicationadaptabilityteam alignment