Director, Tax Experience & Operations

Mercer Advisors

1d

About The Position

The Director, Client Experience & Business Operations (Tax) is accountable for end-to-end operational excellence and a seamless advisor + client experience across Mercer Advisors Tax Services. This leader will drive client excellence by focusing on quality and experience outcomes. Simultaneously, the Director will focus on operating leverage, capacity, and efficiency. The work ahead of us is exciting for our clients and our internal employees. This leader will redesign processes, strengthen operating rhythms, improve cross-functional handoffs, and partner with Technology, Wealth Management, Business Intelligence, and Wealth Solutions leadership to modernize the tax delivery engine. This is a highly cross-functional role spanning Tax, Wealth Management teams, Client Service, Product/Technology, and Operations.
The work directly supports Mercer’s objectives to improve client experience, support client retention, and unlock productivity improvements for our tax teams. There is significant change management inherent in this role, and we are looking for both aptitude for partnership & collaboration and intellectual strength.

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.

Nice To Haves

• Experience supporting tax, accounting, or seasonal professional services operations (peak planning, quality controls, workflow tooling).
• Familiarity with VOC programs, journey mapping, and experience measurement frameworks.
• Lean / Six Sigma / PMP or similar training.

Responsibilities

• Own the End-to-End Tax Experience (Client + Advisor)
• Drive Operating Leverage, Capacity, Efficiency & Quality
• Operational Telemetry & Business Management
• Cross-Functional Delivery & Tech Enablement
• Leadership & Stakeholder Management

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed