Senior Director Bookkeeping & Tax Operations

## Description

Job Purpose

The Senior Director Bookkeeping & Tax Operations has prior experience overseeing the operational delivery, performance, and scalability of bookkeeping and tax services across US, International, and external service delivery partners. This role ensures high-quality service, predictable outcomes, and operational readiness that aligns with the product strategy and client experience expectations defined by the Senior Product Line Manager of Bookkeeping & Tax.

This leader oversees the Managers across, Bookkeeping, Tax, Tax Advising teams, and the leader of India operations and partners closely with cross-functional teams to drive workflow optimization, workforce planning, quality improvement, and peak-season readiness. This role collaborates deeply with the Senior Product Line Manager of Bookkeeping & Tax - ensuring operational feasibility of product initiatives, service delivery readiness, and seamless translation of product decisions into execution.

Key Responsibilities

• Oversee the Bookkeeping Manager, Tax Manager, Tax Advising Manager, while collaborating closely with the leader of International operations to ensure consistent operational execution.
• Ensure alignment with standardized workflows, quality expectations, and service delivery processes across all regions.
• Provide oversight of external service delivery partners, ensuring they meet operational performance, quality standards, and contractual obligations.
• Partner with the leader of International operations to coordinate workload distribution, performance governance, and operational maturity.
• Own KPI governance for Bookkeeping and Tax operations.
• Establish, track, and communicate performance goals and accountability standards across internal teams and vendors.
• Lead regular performance reviews across US, International, and external vendor teams.
• Collaborate with Tax Advising, Product, and Service teams to resolve complex, client-impacting challenges and improve overall service delivery execution.
• Lead workforce planning, hiring forecasts, and resource allocation.
• Drive continuous improvement through workflow redesign, automation, process standardization, and elimination of operational inefficiencies.
• Align operations with product strategy, client experience design and priorities.
• Provide data-driven operational insights to support product decisions and experience improvements.

Key Skills and Attributes

Strategic and Financial Acumen

• Demonstrates strong command of P&L management, forecasting, pricing, and contribution margin levers.
• Anticipates financial and operational outcomes through data modeling and disciplined decision-making.
• Balances growth with sustainable profitability; able to pivot strategy quickly based on business performance.

Operational Excellence

• Deep understanding of process design, capacity planning, and workflow optimization across onshore and offshore models.
• Drives standardization, automation, and scalability within complex service delivery environments.
• Ensures consistent adherence to SOPs, SLAs, and compliance standards across functions.

Leadership and Talent Development

• Inspires confidence through transparent, decisive leadership and clear direction.
• Coaches leaders to operate autonomously within structured governance and performance frameworks.
• Promotes diversity of thought, psychological safety, and continuous learning.

Client and Commercial Orientation

• Deeply client obsessed – measures success through client retention, satisfaction, and advocacy.
• Skilled in pricing strategy, product positioning, and lifecycle management for service-based offerings.
• Partners effectively with sales and marketing to align GTM activities with operational capacity and client value delivery.

Data-Driven and Analytical Thinking

• Leverages analytics and dashboards to interpret business performance and identify root causes.
• Uses insights to prioritize initiatives that improve efficiency, profitability, or client experience.
• Champions a culture of measurement, accountability, and data literacy at all levels.

Change Leadership and Influence

• Navigates ambiguity and leads transformation across cross-functional and multi-site teams.
• Aligns stakeholders through clear communication and structured change management routines.
• Drives adoption of new systems, tools, and processes through engagement and disciplined follow-through.

Competencies

Integrity

• Acts as a role model for ethical behavior.
• Resolves complex ethical dilemmas.
• Provides guidance on ethical issues to colleagues.

Accountability

• Manages own workload and meets deadlines with minimal supervision.
• Takes responsibility for team performance and outcomes.
• Coaches others in taking responsibility for their work.

Customer Focused

• Builds and maintains strong relationships with key customers.
• Anticipates customer needs and offers proactive solutions.