Manager, Tax Account Management

OSV

6d•Remote

About The Position

OneSource Virtual (OSV) has worked exclusively with Workday customers since 2008 to deliver compliant, in-tenant technology and expert services to automate the administrative, transactional tasks of payroll, taxes, earned wage access, accounts payable, and benefits. With over 1,500 customers, 92% retention, and $225+ billion in treasury movement annually, OSV helps organizations maximize their Workday investment and operate it with confidence. Payroll, benefits, and finance solutions — all in one place. The Manager, Tax Account Management leads a team of Tax Account Managers who deliver proactive and reactive escalatory customer engagement for Tax Customers. This role drives day-to-day operational excellence through disciplined processes, analytics, and customer-centric service delivery. The position requires a skilled leader who can manage complex tax operations, build strong customer relationships, has a proven track record for driving results and actively support the execution of strategic initiatives.

Requirements

5 years proven leadership or supervisory role in Tax Service Bureau environment
Demonstrated ability to coach and develop individual contributors
Experience holding a team accountable to performance metrics and delivering measurable results
Experience supporting the deployment of strategic initiatives
Strong tax domain knowledge in service bureau environment
Working knowledge of Workday and OSV Service platforms
Understanding of current tax methodologies, technologies, and tools
Functional knowledge of HR outsourcing with emphasis on payroll, tax, and garnishments
Strong oral and written communication skills for effective interaction with team, customers, and leadership
Diplomacy and customer engagement capabilities to manage sensitive situations
Experience managing customer relationships and handling escalations professionally
Analytical approach to problem-solving with the ability to collaborate across functions
Experience with data analysis, reporting, and performance metrics
Ability to identify issues and implement solutions that improve customer satisfaction
Bachelor's degree
5 years of leadership experience with Tax Service Bureau
Functional knowledge of human resources outsourcing with emphasis on payroll, tax and garnishments
Proficiency in MS Office applications (Word, Excel, PowerPoint, Visio)

Nice To Haves

Prior HR services portfolio management, Customer Engagement Management, or Account Executive role in HR Services Industry, preferred
Extensive Workday exposure in a services bureau or customer.
Extensive experience with internal OSV BPaaS processes and procedures

Responsibilities

Lead, coach, and develop Tax Account Managers through daily performance management and skill development
Conduct regular one-on-ones, performance reviews, and provide ongoing feedback
Support team engagement and retention through effective leadership practices
Build team capabilities through training and knowledge sharing
Oversee daily tax account management activities, ensuring effective OSV service delivery
Monitor and maintain process compliance with tax regulations and service standards
Identify and support strategies to drive capacity to scale, enhance customer experience, and advance business model changes.
Manage team workflow and prioritize activities to meet service level agreements
Maintain customer relationships through regular engagement and proactive communication
Serve as an escalation point for Tax Account Managers on customer issues
Support analytics review, ROI tracking, and customer satisfaction initiatives
Participate in customer health programs and lessons learned sessions
Track and manage team KPIs with a disciplined accountability framework, holding team members to performance standards and driving measurable results.
Prepare and present performance reports to senior leadership
Utilize Workday and OSV platforms for team productivity and customer insights
Drive data-informed decisions to improve team and customer outcomes and actively contribute to the execution of strategic initiatives through project participation and cross-functional collaboration.