Quality & Enablement Lead, US Tax Operations

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US Tax Operations resolves tax notices that clients receive from the IRS and state agencies, and runs the filings and payments work that prevents those notices in the first place. The team includes a notice-resolution organization of roughly 50 specialists across 7 managers and 2 pillar leads, and a filings, payments, and amendments organization of 4 teams under a third pillar lead.

US Tax Operations has historically handled quality assurance and training as side responsibilities held by internally promoted managers, people who are excellent at the underlying casework but have never built or run a quality program end to end. We're hiring a Quality & Enablement Lead to own this as a full-time discipline: building the team's training curriculum, running quality assurance and CSAT-driven improvement loops, and making sure skills keep pace with the team's workload. This is an external hire rather than an internal promotion, because the role calls for program-building experience the team doesn't currently have in-house.

• →Own and build the team's end-to-end training framework: structured courses and refresher trainings across each functional area, including a way for team members to test into a different function if they want to move.
• →Run the quality assurance program: auditing case quality, tracking trends, and turning findings into targeted refresher training rather than one-off fixes.
• →Monitor CSAT and case-quality trends to catch emerging skill gaps early, for example by building and rolling out a refresher course when a pattern of errors shows up in a given week's cases.
• →Maintain a clear, current record of who has and hasn't completed required training or certification, and partner with managers to close gaps.
• →Build and improve the quality programs that reduce the kinds of issues that lead to client tax notices or escalations in the first place.

• A track record of building and running a quality or enablement program end-to-end, not just facilitating training sessions designed by someone else.
• Experience with QA processes and CSAT or customer-experience programs in an operations or customer support environment.
• 3-6 years of relevant experience, ideally spanning both content design and full program execution.
• Strong organizational skills and the ability to operate independently in a fast-moving environment.

• Experience in a payroll, tax, HR tech, or other compliance-driven operations environment.
• Experience designing certification or internal-mobility testing programs.