Tapcheck

Financial Planning and Analysis

• Own and lead the end-to-end accounting function: close, GL, reconciliations, technical accounting, and GAAP financial reporting.
• Lead and scale the accounting team (currently: Controller, Accounting Manager, and two Staff Accountants).
• Drive a fast, repeatable, and audit-ready monthly close process with strong documentation and controls.
• Own Tapcheck’s relationship with our Big Four auditor, including audit planning, deliverables, and execution.
• Build the finance foundation for future SOX readiness and SOC 1 efforts.
• Own FP&A including budgeting, forecasting, long-range planning, KPI reporting, and executive financial packages.
• Own treasury operations including liquidity planning, cash forecasting, and banking relationships.
• Own debt / capital markets activities including lender reporting, covenant compliance, and capital strategy.
• Own tax strategy and compliance, managing external partners and ensuring proactive, accurate execution.
• Improve finance systems, workflows, and automation to support scale (Workday experience strongly preferred).
• Partner cross-functionally to ensure financial rigor, operational alignment, and high-quality reporting.
• Establish the governance, reporting, and operational discipline required for IPO readiness (even if not immediate).

VP, Finance – Accounting

Manager

• Own the end-to-end onboarding of a new BPO partner: RFP, evaluation, site visits, contracting, technical and security integration, training, ramp, and transition to steady state.
• Build the selection framework: evaluation criteria, scoring rubrics, and reference checks across capability, capacity, geography, cost, security posture, and cultural fit.
• Negotiate SOWs, SLAs, rate cards, volume commitments, ramp schedules, and gain-share or risk-share structures that protect Tapcheck’s interests while building a productive vendor relationship.
• Develop and manage the end-to-end transition and onboarding plan with clear milestones, dependencies, risk mitigation strategies, and executive-level status reporting.
• Design and execute the knowledge transfer program: documentation standards, nesting plans, certification gates, and go-live readiness criteria.
• Build the QA framework: scorecards, calibration cadences, audit sampling methodology, and escalation triggers that ensure quality parity with the in-house team.
• Coordinate cross-functional readiness with Legal, Finance, Procurement, InfoSec, IT, Workforce Management, Quality, Training, and Enablement. Own the master onboarding plan and hold every workstream to its dates.
• Own daily, weekly, and monthly performance against contracted SLAs (CSAT, response time, resolution time, AHT, occupancy, schedule adherence, QA score) across all of the partner’s sites.
• Build and maintain the vendor scorecard. Translate raw Zendesk, Omni, and WFM data into a single source of truth that internal leadership and the vendor both trust.
• Run weekly business reviews and quarterly business reviews (QBRs) with vendor leadership. Drive root-cause analysis on misses and clear, time-bound corrective action plans.
• Partner with Workforce Management on volume forecasts, staffing requirements, and intraday adjustments. Hold the vendor accountable to forecast accuracy and staffing commitments.
• Manage contracts, statements of work, rate cards, and invoicing for the BPO partner. Reconcile billed hours against actual volume and identify cost-saving opportunities.
• Partner with Legal, Finance, Procurement, and InfoSec on contract renewals, security reviews, and compliance attestations (SOC 2, PCI, GLBA where applicable). Ensure the vendor adheres to Tapcheck’s confidentiality, privacy, and code of conduct requirements.
• Lead BPO readiness for new client launches, product releases, and policy changes. Own the readiness checklist: hiring, training, access, routing, scripting, and QA.
• Serve as the escalation point for any BPO-driven incident impacting employer clients, partners, or end users.
• Deliver clear, executive-ready reporting on BPO performance, spend, and risk to the Director of Support and broader leadership team.

BPO Vendor Manager

Data Analyst

• Maintain the KPI standards for Customer Support: document how each metric is calculated and interpreted, keep definitions current across data platforms, and flag to leadership when targets may need adjustment.
• Build and maintain dashboards in Omni Analytics (our BI platform) that serve analyst, manager, and leadership audiences; maintain the semantic layer and metric definitions so every team measures the same things the same way.
• Produce formal analyses and recommendations on volume trends, resolution efficiency, CSAT, contact rate, and cost performance; frame findings in terms of business impact, not just numbers.
• Identify anomalies and performance gaps in Support data; bring a recommended course of action to leadership rather than a flag, and track the response through to resolution.
• Consult on SQL, Snowflake, and BI standards used for Support reporting; ensure Support modeling approach, query patterns, and tooling match organizational standards.
• Lead metric alignment conversations with Data, Product, and Engineering; represent Support's analytical interests and keep shared definitions from drifting.
• Triage and scope ad hoc analysis requests from across the organization; exercise judgment on urgency, feasibility, and which questions are worth answering.

Account Manager

• Define and execute the strategy for Tapcheck’s partner ecosystem, including the platforms that unlock the most scalable distribution
• Identify, negotiate, and close embedded partnerships with payroll providers, workforce management platforms, time & attendance systems, and vertical SaaS companies
• Build and scale Tapcheck Express as a partner-led distribution model, including a repeatable partner launch and growth playbook
• Lead the channel & alliances motion that generates employer referrals and partner-sourced pipeline into Tapcheck’s direct sales team
• Own partner economics and monetization models (e.g., revenue share, incentives, commercial terms) that align Tapcheck and partner incentives
• Drive cross-functional execution across Product, Engineering, Sales, Operations, and Marketing to deliver successful partner integrations and launches
• Serve as the internal voice of the partner and influence roadmap decisions and integration priorities
• Establish partner performance metrics, operating cadence, and executive reporting to track pipeline, revenue, and adoption
• Build and lead the Partnerships organization over time, including Strategic Partner Development, Channel & Alliances, and Partner Success & Operations

VP, Partnerships

Customer Success Manager

• Drive customer onboarding, product adoption, and ongoing engagement across your portfolio
• Align product value to customer business outcomes, ensuring customers realize measurable ROI
• Lead strategic business reviews and customer success planning sessions
• Deliver proactive recommendations and best practices that improve customer outcomes
• Monitor customer health, product usage, and engagement trends to identify churn risk early
• Execute mitigation strategies and success playbooks for at-risk accounts
• Partner with Account Management on save motions, retention plans, and renewal strategies
• Build trusted relationships with customer stakeholders at all levels of the organization
• Serve as the primary strategic advisor for product adoption and operational best practices
• Execute proactive engagement cadences and lifecycle strategies across your book of business
• Maintain accurate customer health data, account insights, and lifecycle tracking in Salesforce and CS platforms
• Execute customer success playbooks and engagement frameworks with consistency and discipline
• Leverage customer signals and usage data to prioritize action and drive outcomes at scale
• Contribute to scalable CS processes, programs, and operational improvements
• Identify customer growth opportunities through usage trends, business needs, and stakeholder conversations
• Partner with Account Management to surface and support expansion strategies
• Advocate for customer needs internally while balancing business objectives

Senior Customer Success Manager

• Own retention strategy, expansion revenue, and renewal outcomes across your assigned account portfolio
• Lead pricing, packaging, contract, and negotiation conversations with customers
• Drive multi-year contract adoption and renewal predictability
• Maintain accurate renewal and expansion forecasting in Salesforce
• Identify and execute upsell and cross-sell opportunities within existing accounts
• Build and manage an expansion pipeline across your book of business
• Partner with Customer Success to convert adoption signals into revenue growth
• Identify whitespace opportunities and develop strategic account growth plans
• Engage proactively in churn-risk scenarios and lead commercial save strategies
• Lead recovery conversations with at-risk customers, centered on business value and partnership
• Develop and execute retention plans for high-risk accounts
• Build trusted relationships with decision-makers and executive stakeholders across your portfolio
• Lead Executive Business Reviews (EBRs) and strategic account planning sessions
• Drive business-focused customer conversations centered on ROI and long-term partnership
• Collaborate with Customer Success, Support, Product, Operations, and Leadership teams to improve customer outcomes
• Act as the commercial voice of the customer internally — bringing market feedback and customer insights to cross-functional partners

Senior Account Manager

Operations

• Respond to client questions and help resolve basic support issues
• Assist with daily payroll checks to ensure information is accurate
• Help process refunds, returns, and financial transactions
• Identify and flag discrepancies for further review
• Support collection efforts and follow up on outstanding items
• Work with internal teams and partners to track and manage accounts receivable aging
• Help document processes and keep records up to date
• Assist in monitoring system performance and reporting issues
• Follow company policies and ensure compliance with regulations
• Support team projects aimed at improving operations

Payment Operations Associate

Recruitment

• Own full-cycle recruiting simultaneously across the req load across various key business functions, including engineering, product, operations, sales, and corporate functions.
• Partner with hiring managers as a strategic advisor—run structured intake meetings, set expectations on timelines and candidate profiles, and push back when job specs are unrealistic or misaligned with market reality.
• Build and execute sourcing strategies for both active and passive talent using LinkedIn Recruiter, direct outreach, referral networks, and creative channels. Don’t wait for inbound.
• Drive a high-quality, high-velocity candidate experience from first touch through offer acceptance. Move fast without cutting corners.
• Manage and negotiate complex offers including base, bonus, and equity components. Own the close.
• Maintain pipeline discipline—keep ATS data clean, track key metrics (time-to-fill, pass-through rates, source effectiveness), and report on hiring progress to leadership.
• Champion and continuously improve Tapcheck’s recruiting process. Identify bottlenecks, propose solutions, and hold hiring teams accountable to the process.
• Navigate ambiguity. Reqs will shift, roles will be redefined mid-search, and priorities will change. You adapt and keep things moving.
• Act as a change agent, always innovating and improving best practice in Tapcheck Recruiting, particularly as more AI tools come available and relevant.