Senior Manager, Customer Operations – Experience Optimization
Office Depot
PythonSQLTableau
Agency Relations Operations Manager
Strada
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $68,180 - $126,620 per year
Job Level
SeniorLead
Tech Stack
C++
About the role
- Oversee and manage the client delivery of tax filing, directly and indirectly, through team colleagues and managers.
- Responsible for developing managers in people development, management, and tax filing expertise.
- Responsible for overall client delivery and satisfaction in payroll tax filing, payroll tax notices, and assessments.
- Point of contact and responsibility to support resolving client escalations with a sense of urgency and accuracy.
- Development, review, and communication of RCA (Root Cause Analysis) completion and help downstream improvement efforts.
- Monitor and audit various tasks to identify trends and process improvement opportunities.
- Identify and lead process improvement efforts in tax filing processes.
- Work with other Strada domains to (1) ensure client deliverables (2) identify and lead efforts to improve processes affecting Strada delivery.
- Communicate complex issues to clients as needed.
- Ensure timely, accurate responses are provided to clients and/or other Strada teams.
- Ensure proper TFSS (Tax Filing Shared Services) representation and facilitation of client meetings.
- Support and provide timely research on compliance and regulatory issues.
- Facilitate issues requiring higher level escalation.
- Ensure and support compilation, reporting, and analyzing of metrics.
- Use metrics to drive improvements and close process gaps.
- Resolves/pushes open items to resolution to align with Tax Filing point of view.
- Liaison with Client and Payroll Client teams to resolve items related to tax filing.
- Educate clients and provide subject matter expertise for payroll tax filing.
- Mentor and develop managers and colleagues, also managing performance and accountability.
- Manage Tax Filing suppliers, as appropriate, to support accurate and timely delivery.
- Support testing and implementation efforts as needed.
- Coordinate and/or provide needed training for new colleagues or processes.
- Coordinate and actively support SOP development, training, communication to team and maintain updates.
Requirements
- Bachelor’s degree in Accounting, Finance or related field - CPP, EA or CPA required.
- 7+ years’ experience in payroll tax filing and/or related field required.
- 5+ years of client interaction required.
- 3+ years payroll tax software experience required.
- 3-5 years people management experience required.
- Master Tax experience required.
- ADP Smart Compliance experience desired.
- Strong communication and change-management skills required.
- Advanced understanding of payroll tax/payroll tax filing/Tax Notices and/or related subject matter required.
- Advanced understanding of payroll tax filing regulatory and legislative guidelines required.
- Demonstrated strong verbal & written communication skills required.
Benefits
- Competitive total rewards package
- Continuing education & training
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
payroll tax filingRoot Cause Analysisprocess improvementmetrics analysistax filing softwareMaster Taxcompliance researchregulatory guidelinestax notices
Soft skills
communication skillschange managementpeople managementmentoringclient interactionproblem resolutionteam collaborationperformance managementtraining coordination
Certifications
Bachelor’s degree in AccountingBachelor’s degree in FinanceCPPEACPA
