Director, Enrollment & Onboarding (Tax)

Pathward, N.A.

5d • $86,000 - $145,000 • Remote

About The Position

The Director, Enrollment & Onboarding leads the team responsible for enrolling new and returning tax offices into Pathward’s proprietary client platform. The role is accountable for team performance, enrollment quality, service delivery, risk management, and the customer onboarding experience. It establishes operating standards, controls, escalation processes, seasonal readiness, and improvement priorities, and guides complex enrollment decisions.

The Director translates business goals and customer commitments into operating plans and measurable outcomes; develops a capable, high-performing team; and oversees enrollment quality, controls, reporting, and risk-based decisions. The role works closely with Sales, Customer Journey, Operations, Compliance, Risk, Technology, Product, and Customer Service to resolve barriers and deliver a consistent onboarding experience while supporting Tax Division growth and maintaining control expectations.

Requirements

• Bachelor’s degree or equivalent combination of education and relevant experience.
• 7+ years of relevant experience in enrollment, onboarding, customer operations, financial services, tax services, compliance, or a related field.
• Demonstrated leadership of operational teams, including talent development, workforce planning, performance accountability, and delivery through changing priorities.
• Experience owning quality assurance, operational controls, and risk-based decisions in a regulated environment.
• Ability to convert operational data into clear leadership insights, recommendations, and action.
• Strong executive communication and cross-functional influence.
• Competencies in people leadership and talent development; operational strategy, workforce planning, and change leadership; quality assurance, control ownership, and risk-based decision-making; data-driven performance management and executive communication; and customer focus and cross-functional influence.
• Proficiency with reporting, workflow, case management, and customer relationship systems.

Nice To Haves

• Leadership, process improvement, quality assurance, or compliance training.

Responsibilities

• Lead the Tax Division’s Enrollment & Onboarding function, translating business goals and customer commitments into priorities, scalable operating plans, and measurable outcomes.
• Build, coach, and lead a high-performing enrollment team equipped to support peak tax-season volumes and year-round business needs.
• Foster a culture of accountability, sound judgment, open communication, consistent execution, and continuous improvement.
• Oversee enrollment quality and control performance, including sampling work for accuracy and confirming that process or control gaps are resolved and sustained.
• Serve as the decision authority for complex or escalated enrollment matters, balancing customer impact, tax business objectives, operational feasibility, and regulatory risk.
• Set and document the enrollment operating model, service expectations, escalation paths, and handoffs.
• Identify opportunities to simplify enrollment, reduce avoidable rework, improve accuracy, and strengthen the customer experience.
• Partner with Compliance to assess concerns, resolve higher-risk cases, strengthen controls, and implement required process or documentation changes.
• Produce and present leadership reporting on enrollment trends, volume, approval status, turnaround times, aging, productivity, quality, exceptions, capacity, and risk indicators.
• Use enrollment and performance indicators to anticipate pressure points, direct resources, and provide Tax leadership with decisions and recommendations.
• Drive readiness for new tax products, customer launches, process changes, and seasonal demand, ensuring teams, controls, systems, and partner functions are prepared.
• Communicate enrollment requirements, status, decisions, and operational changes to internal stakeholders.
• Partner across Sales, Customer Journey, Operations, Compliance, Risk, Technology, and Product to remove barriers, resolve higher-risk issues, and support Tax Division growth and customer experience goals without compromising controls.
• Represent Enrollment & Onboarding in cross-functional planning, issue resolution, business initiatives, control discussions, and leadership updates.
• Perform other duties as assigned.

Benefits

• Comprehensive benefits package for eligible employees, including health insurance, 401(k) retirement benefits, life insurance, disability benefits, and paid time off.
• Annual performance-based incentive opportunity.

What This Job Offers

• Job Type: Full-time
• Career Level: Director