Director, Client Experience & Business Operations (Tax) at Merceradvisors

Merceradvisors

Remote, USA·4d ago

DirectorFull-timeAWSRedis

Salary Range

$144,500 - $195,500 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

The Director, Client Experience & Business Operations (Tax) will lead end-to-end operational excellence and a seamless advisor + client experience across Mercer Advisors Tax Services. This role focuses on driving client excellence, operating leverage, capacity, and efficiency through process redesign and cross-functional collaboration.

Key Responsibilities

→Define and execute a consistent, multi-channel Tax client experience and advisor experience
→Lead process redesign to improve experience, quality, and throughput across tax workflows
→Establish and maintain operational telemetry to provide transparency into volume, cycle times, and quality
→Partner with Technology/Product and Tax leadership on Tax tech stack initiatives
→Demonstrate leadership in change management and stakeholder alignment

Requirements

✓10+ years of progressive experience in business operations or equivalent
✓Demonstrated success leading cross-functional transformations
✓Strong analytical skillset and exceptional stakeholder leadership
✓Experience supporting tax, accounting, or seasonal professional services operations preferred