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.