Cotality is seeking a Director to lead a POD team supporting clients who use Tax Services through a staff augmentation model, to bridge operational excellence with client satisfaction and navigate complex issues.
Requirements
- Proficiency in Excel
- Familiarity with leveraging AI, reporting tools and workflow/case management systems a plus
- Data-driven decision-maker; skilled in identifying root causes, analyzing trends, and building performance metrics
- Financial acumen with experience managing budgets, forecasts, and operational performance
- Strong collaboration skills; adept at navigating matrixed organizations and influencing other functional teams to deliver results
- Proven ability to develop and lead high-performing, engaged teams, including offshore resources
- Exceptional verbal and written communication skills, with an ability to present with clarity and credibility
Responsibilities
- Lead a research & escalations POD supporting staff augmentation clients within the Tax Services business.
- Serve as the senior point of contact for high-visibility, complex client issues; drive resolution with speed and integrity.
- Anticipate and proactively identify patterns or systemic issues, using data to inform solutions and reduce future escalations.
- Implement metrics and dashboards to track issue resolution, cycle times, and client satisfaction.
- Champion a culture of continuous improvement and knowledge sharing; embed problem-solving capability throughout the team.
- Oversee team resourcing, workforce planning, and performance against SLAs and KPIs.
- Ensure proper documentation and escalation of risk, reputational exposure, and process gaps to senior leadership.
Other
- Bachelor’s degree required; Master’s degree or MBA preferred
- 7+ years of experience in tax servicing, financial services, or related operations environment
- 5+ years in a leadership role with direct accountability for people, process, and client delivery
- Demonstrated experience in resolving complex issues and influencing executive-level clients
- Time off: Generous PTO and 11 paid holidays, plus well-being and volunteer time off
