Director, Enrollment – Onboarding, Tax

This is a fully remote position, open to applicants in Arizona, +5 more states.

📋 Description

• Oversee the Enrollment & Onboarding function within the Tax Division, aligning business objectives and customer commitments with priorities, operational plans, and measurable outcomes.

• Build, mentor, and manage a high-performing enrollment team capable of handling peak tax-season demands and ongoing business requirements.

• Foster a culture characterized by accountability, sound judgment, open communication, consistent execution, and ongoing improvement.

• Take ownership of enrollment quality and performance control, including work sampling and addressing any process or control deficiencies.

• Act as the decision-making authority for complex or escalated enrollment issues while considering customer impact, business objectives, operational feasibility, and regulatory risks.

• Define and document enrollment operating procedures, service expectations, escalation processes, and handoff protocols.

• Streamline enrollment processes to minimize rework, enhance accuracy, and elevate customer experience.

• Collaborate with Compliance on concerns, higher-risk cases, enrollment controls, and modifications to processes or documentation.

• Generate and present enrollment trend reports to leadership.

• Utilize volume, quality, service, capacity, and risk metrics to foresee pressure points, allocate resources, and offer recommendations.

• Ensure preparedness for new tax products, client launches, process modifications, and seasonal demands.

• Maintain communication with internal stakeholders regarding enrollment requirements, status updates, decisions, and operational changes.

• Collaborate with Sales, Customer Journey, Operations, Compliance, Risk, Technology, and Product teams to eliminate obstacles and resolve higher-risk issues.

• Represent Enrollment & Onboarding in cross-functional planning, issue resolution, business initiatives, control discussions, and leadership briefings.

• Undertake additional responsibilities as assigned.

⛳️ Requirements

• Bachelor’s degree or an equivalent combination of education and relevant experience.

• Over 7 years of pertinent experience in enrollment, onboarding, customer operations, financial services, tax services, compliance, or a similar field.

• Proven track record in leading operational teams, encompassing talent development, workforce planning, performance accountability, and achieving results amidst shifting priorities.

• Experience managing quality assurance, operational controls, and risk-based decisions within a regulated environment.

• Capability to translate operational data into clear insights, recommendations, and actionable steps for leadership.

• Exceptional executive communication skills and ability to influence cross-functional teams.

• Proven ability in people leadership and talent development.

• Expertise in operational strategy, workforce planning, and leading change initiatives.

• Strong understanding of quality assurance, control ownership, and risk-based decision-making.

• Proficient in data-driven performance management and executive communication.

• Customer-centric approach with cross-functional influencing skills.

• Experience with reporting, workflow, case management, and customer relationship management systems.

• Preferred qualifications include training in leadership, process improvement, quality assurance, or compliance.

🏝️ Benefits

• Annual performance-based incentive opportunity.

• Health insurance coverage.

• 401(k) retirement plan benefits.

• Life insurance options.

• Disability benefits.

• Paid time off.

• Comprehensive benefits package available for eligible employees.