<p><span style="color:#000000">OneSource Virtual (OSV) has worked exclusively with Workday customers since 2008 to deliver compliant, in-tenant technology and expert services to automate the administrative, transactional tasks of payroll, taxes, earned wage access, accounts payable, and benefits. With over 1,500 customers, 92% retention, and $225+ billion in treasury movement annually, OSV helps <span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">organizations maximize</span> their Workday investment <span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">and operate it</span> with confidence. Payroll, benefits, and finance solutions — all in one place. </span></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p> The Manager, Tax Account Management leads a team of Tax Account Managers who deliver proactive and reactive escalatory customer engagement for Tax Customers. This role drives day-to-day operational excellence through disciplined processes, analytics, and customer-centric service delivery. The position requires a skilled leader who can manage complex tax operations, build strong customer relationships, has a proven track record for driving results and actively support the execution of strategic initiatives.</p><p></p><p><b>Responsibilities</b></p><p><b>Team Leadership and Development</b></p><ul><li>Lead, coach, and develop Tax Account Managers through daily performance management and skill development</li><li>Conduct regular one-on-ones, performance reviews, and provide ongoing feedback</li><li>Support team engagement and retention through effective leadership practices</li><li>Build team capabilities through training and knowledge sharing</li></ul><p><b>Tax Operations and Service Delivery</b></p><ul><li>Oversee daily tax account management activities, ensuring effective OSV service delivery</li><li>Monitor and maintain process compliance with tax regulations and service standards</li><li>Identify and support strategies to drive capacity to scale, enhance customer experience, and advance business model changes.</li><li>Manage team workflow and prioritize activities to meet service level agreements</li></ul><p><b>Customer Relationship Management</b></p><ul><li>Maintain customer relationships through regular engagement and proactive communication</li><li>Serve as an escalation point for Tax Account Managers on customer issues</li><li>Support analytics review, ROI tracking, and customer satisfaction initiatives</li><li>Participate in customer health programs and lessons learned sessions</li></ul><p><b>Performance Management & Reporting</b></p><ul><li>Track and manage team KPIs with a disciplined accountability framework, holding team members to performance standards and driving measurable results.</li><li>Prepare and present performance reports to senior leadership</li><li>Utilize Workday and OSV platforms for team productivity and customer insights</li><li>Drive data-informed decisions to improve team and customer outcomes and actively contribute to the execution of strategic initiatives through project participation and cross-functional collaboration.</li></ul><p></p><p></p><p><b>Competencies</b></p><p></p><p><b>Leadership & Management Experience</b></p><ul><li><b>5 years</b> proven leadership or supervisory role in Tax Service Bureau environment</li><li>Demonstrated ability to coach and develop individual contributors</li><li>Experience holding a team accountable to performance metrics and delivering measurable results</li><li>Experience supporting the deployment of strategic initiatives</li></ul><p><b>Tax Domain & Technical Knowledge</b></p><ul><li>Strong tax domain knowledge in service bureau environment</li><li>Working knowledge of Workday and OSV Service platforms</li><li>Understanding of current tax methodologies, technologies, and tools</li><li>Functional knowledge of HR outsourcing with emphasis on payroll, tax, and garnishments</li></ul><p><b>Communication & Customer Engagement</b></p><ul><li>Strong oral and written communication skills for effective interaction with team, customers, and leadership</li><li>Diplomacy and customer engagement capabilities to manage sensitive situations</li><li>Experience managing customer relationships and handling escalations professionally</li></ul><p><b>Analytical & Problem-Solving Skills</b></p><ul><li>Analytical approach to problem-solving with the ability to collaborate across functions</li><li>Experience with data analysis, reporting, and performance metrics</li><li>Ability to identify issues and implement solutions that improve customer satisfaction</li></ul><p></p><p><b>Qualifications</b></p><p><b><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">Education/Certification</span> Requirement</b></p><ul><li>Bachelor's degree</li></ul><p></p><p><b>Required</b></p><ul><li>5 years of leadership experience with Tax Service Bureau</li><li>Functional knowledge of human resources outsourcing with emphasis on payroll, tax and garnishments</li><li>Proficiency in MS Office applications (Word, Excel, PowerPoint, Visio)</li></ul><p></p><p><b>Preferred</b></p><ul><li>Prior HR services portfolio management, Customer Engagement Management, or Account Executive role in HR Services Industry, preferred</li><li>Extensive Workday exposure in a services bureau or customer.</li><li>Extensive experience with internal OSV BPaaS processes and procedures</li></ul><p></p><p>#LI-REMOTE</p><p></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:left"><span>You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration</span><span>,</span><span> and hard work. As an organization experienc</span><span>ing</span><span> routine strategic growth, we are always on the lookout for intelligent, talented</span><span>,</span><span> and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility</span><span>,</span><span> and professional development with opportunities of all kinds.</span></p>