Tax Resolution Lead
3 weeks ago
Gusto is a modern, online people platform that helps small businesses take care of their teams. Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. We're committed to building a collaborative and inclusive workplace, both physically and virtually.
About the RoleThe Tax Resolution Lead will lead a payroll and tax-focused organization by empowering and enabling your team to effectively drive the business areas forward. We're looking for someone who is passionate about empowering and coaching teams and providing small business owners with the best customer experience in the world.
About the TeamThe Tax teams within the Payroll Operations org are at the core of providing services that give our customers peace of mind. The Tax Resolution team is within the Payroll Operations org and is at the core of providing services that give our customers peace of mind.
Responsibilities- Cultivate a culture of engagement and customer-centricity, encouraging team members to prioritize customer needs and develop professionally within the organization.
- 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 effectively resolve tax notices and improve the overall customer experience.
- Take ownership of executing quarterly and annual objectives related to tax resolution and customer satisfaction.
- Champion change management efforts to plan and implement organization-wide improvements that elevate the customer experience.
- Collaborate cross-functionally with onboarding, product, and engineering teams to streamline Tax team operations and increase efficiency.
- 1-3+ years management experience.
- 3+ years of operations experience.
- 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 and strategically, influencing change across multiple business units and functions.
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