Tax Resolution Team Leader
About The Position
The L4 Tax Resolution leader will lead a payroll and tax-focused organization that oversees multiple initiatives and processes by empowering and enabling your team to effectively drive business areas forward. We’re looking for someone passionate about coaching teams and providing the best customer experience, translating functional plans into operational processes and driven to improve workflows and create efficiency gains for scale. Guiding and leading the team through executing thousands of critical operational tasks accurately and on time, while collaborating cross-functionally in a positive environment are key components to success in this role.
Requirements
- 3-5 or more years management experience overseeing multiple work streams in tax and compliance related functions
- 5 or more years of operations experience with a track record of driving operational efficiencies while adhering to a customer-first mentality.
- Proven track record of delivering an extremely high level of satisfaction across a customer base while also taking pride in driving operational efficiencies
- Ability to think globally, have experience and ability to give input on current processes and influence change across business units.
- Customer-first mentality and a first-principle-thinking approach to innovating in delivering a world-class customer service experience
- Thrives in a fast-paced environment with constant change and a rapidly growing team; is able to make measured, objective, data-driven decisions on a daily basis that could impact the immediate team and influence methods
Nice To Haves
- Bonus points for experience within the payroll and tax industry along with tax compliance and HCM.
Responsibilities
- Cultivate a culture of engagement and customer-centricity, encouraging team members to prioritize customer needs along with developing professionally within the organization.
- Develop and manage operational initiatives and translate functional plans into processes to enhance notice resolution and achieve operational excellence.
- Drive strategic initiatives to enhance the notice resolution experience for Gusto's customers, leveraging emerging technologies and implementing systems for operational excellence and superior customer outcomes.
- Lead and empower a team of individual contributors to manage operational initiatives and drive operational excellence in notice resolution. Translate functional plans into effective processes to improve the overall customer experience.
- Take ownership of executing quarterly and annual objectives related to tax resolution and customer satisfaction.
- Execute financial, business and workforce planning to take ownership of quarterly and annual objectives.
- Champion change management efforts to plan and implement organization-wide improvements that elevate the customer experience.
- Collaborate and partner cross-functionally across onboarding, product, and compliance teams to streamline Tax team operations and increase efficiency,
- Proactively seek and incorporate regular internal and external customer feedback to drive continuous process improvements and optimize the notice resolution experience for customers.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
