Business Operations - Support Enablement

Column Tax•New York City, NY

2d•Onsite

About The Position

Join us at Column Tax! We're making tax filing a simpler, more transparent process for U.S. taxpayers. We’re doing this by partnering with banking & fintech companies to offer powerful embedded tax products to their account holders. Column is backed by world-class investors including Bain Capital Ventures, Felicis Ventures, Core Innovation Capital, South Park Commons & Operator Partners. We were recently named one of TIME Magazine’s Best Inventions of 2024, and one of The World’s Top 250 Fintech Companies by CNBC. Over the last three years, we’ve built out the foundation for the business, working with dozens of partners to launch embedded do-it-yourself (”DIY”) tax products. We recently launched our second product offering, Expert Assist, which allows taxpayers to connect with tax experts for live help and an expert review of their return. To build and scale our operations across both offerings, we need a data-driven operations and enablement lead.

Requirements

Strong analytical skills with a proven ability to leverage data to drive decision making
You care deeply about the user experience (and empathize with the challenges people face in filing their own taxes)
You take challenges head on, and enjoy executing
You may come from a GTM operations, business operations, or enablement background
You have experience scaling operations for a B2C product (Bonus for B2C fintech specific experience!)
You enjoy the process (with all its ups and downs!) of building something through periods of scale
You are a creative problem solver who can think outside the box

Responsibilities

Design and execute end-to-end operational strategy for our newly launched Expert Assist offering and DIY filing support, iterating to make improvements that help us better serve taxpayers
Own the tech stack for Expert Assist and Taxpayer Support, including Zendesk, AI powered chatbot and tooling, Knowledge platform, and Learning Management System (LMS)
Model and forecast capacity for in-season staffing across our product offerings
Lead partner specific operations requirements including complaints and disputes processes
Define, track, and drive performance on KPIs for Taxpayer Support & Expert Assist
Partner cross-functionally with our Design, Product, Engineering & Tax teams to create a feedback loop and influence roadmap decisions