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.
- Leads initiatives to improve customer service practices.
Time Management / Organization
- Participates and contributes to team projects and resources efficiently.
- Implements effective time management strategies for their work.
- Anticipates and addresses potential scheduling conflicts.
Communication
- Communicates complex ideas clearly and persuasively.
- Manages difficult conversations with tact and diplomacy.
- Coaches others on effective communication techniques.
Teamwork
- Leads team projects and fosters a collaborative environment.
- Mentors and supports team members to enhance performance.
- Resolves minor conflicts within the team.
Self-Motivated
- Inspires and motivates others to achieve high performance.
- Takes on challenging projects and drives them to completion.
- Leads initiatives to improve team or department performance.
Required Qualifications:
- Bachelor’s degree in Business Administration, Finance, Accounting, or related discipline.
- 10 total years of experience with 7+ years of leadership experience in a professional and specialized environment.
- Strong communication and cross-functional stakeholder engagement skills.
- Proven ability to improve performance, quality, and operational scalability.
Preferred Qualifications:
- MBA or, or equivalent advanced degree in Business, Accounting, or Finance.
- Experience managing hybrid US/offshore operations with India strongly preferred (Shared Services or BPO).
- Prior leadership within a bookkeeping, accounting, tax advisory, or financial consulting firm.
- Salesforce experience.
