Cotality

Customer Support

• Directly supervise approximately 15–18 Customer Care Tier 2 Associates and a Team Lead
• Coach, develop, and manage team performance
• Monitor daily and weekly operations, schedules, After-Call Work targets, and utilization rates
• Drive accountability for First Call Resolution, Average Handle Time, and quality scores
• Execute initiatives to increase Net Promoter Score to 70
• Cultivate an engaged team culture, reduce attrition, and support new talent during nesting
• Lead adoption of omnichannel support tools, dashboards, systems, chat, and AI agents
• Manage client relationships through regular status updates and business reviews
• Resolve escalations to maintain trust and contract compliance
• Partner with peer leaders within a shared management structure to support Tier 2 operations

Manager, Customer Care – Tax Escalations

Data Engineer

• Design and implement scalable, high-performance data solutions
• Translate business requirements and processes into well-architected technical solutions
• Define and document solution architecture, technical designs, and requirements
• Provide technical leadership and guidance to engineering and support teams
• Develop and present architecture and design artifacts to technical and non-technical stakeholders
• Identify challenges, assess downstream impacts, and drive solution design through research, validation, and stakeholder consensus
• Apply industry and domain best practices and provide architectural guidance
• Evaluate impacts of new solutions on existing architecture and ensure compliance with enterprise standards and governance frameworks
• Contribute to enterprise-wide technology initiatives
• Support critical issue resolution
• Participate in team ceremonies, provide status updates, and support project governance and execution
• Serve as a lead (anchor) engineer building reusable, enterprise-grade data capabilities for Cotality

Principal Data Engineer

General

• Provide technical support and communication to clients using Cotality products and technology solutions
• Bridge client requests with internal product, engineering, DBA, account management, and system engineering teams
• Configure and fine-tune Cotality applications for client workflows
• Manage expectations and provide clear updates on complex technical issues
• Diagnose problems and coordinate internal resources to resolve them
• Gather business needs and convert them into technical specifications
• Own issues from problem diagnosis through resolution, ensuring performance and data integrity
• Perform ongoing application configurations and updates
• Lead application change projects using project management frameworks
• Identify technical or timeline risks and create mitigation strategies
• Orchestrate cross-functional teams to deliver client solutions

Client Account Services Professional

• Act as the primary bridge between clients and internal product and engineering teams
• Configure and fine-tune Cotality applications for specific client workflows
• Manage expectations and deliver clear updates on complex technical issues
• Diagnose solution problems and determine required internal resources
• Gather business needs and convert them into technical specifications for developers and database administrators
• Own the problem-to-resolution pipeline while ensuring performance and data integrity
• Perform ongoing application configurations and updates
• Lead application change projects using project management frameworks
• Identify technical or timeline risks and create mitigation strategies
• Coordinate Account Management, DBA, Product Development, and System Engineering teams

Full-stack Engineer

• Lead Cotality’s Digital Gateway initiatives
• Hold ultimate responsibility for all internal and external file transfer operations
• Oversee architecture, engineering, and 24/7 production support of the modern MFT Gateway and legacy EDE applications
• Own the strategy, architecture, and optimization of the IBM Sterling File Gateway platform
• Ensure secure, compliant, and efficient data routing, transformation, and delivery
• Direct engineering, maintenance, and support of the CLEO Harmony Legacy Electronic Data Exchange application
• Assess legacy systems for optimization, consolidation, or migration into the Cotality Digital Gateway
• Build, mentor, and lead a globally distributed team of software engineers, system administrators, and support personnel
• Manage team capacity, vendor relationships, and onshore/offshore resource models
• Oversee Level 1 through Level 3 production support across the Cotality Digital Gateway
• Establish and enforce incident management, problem resolution, and escalation protocols
• Ensure MFT operations meet or exceed Service Level Agreements
• Implement proactive monitoring and alerting to resolve file transfer bottlenecks before business impact

Director, Software Engineering

• Lead a team of 7 Client Delivery Managers focused on onboarding Tax Services software and solutions for enterprise clients
• Lead end-to-end client onboarding and implementation for Tax Services software and service offerings
• Ensure engagements are delivered on time, within scope, and according to quality standards
• Establish implementation strategies, governance structures, and delivery frameworks
• Serve as escalation point for complex onboarding engagements, operational challenges, and client concerns
• Partner with clients to align implementation plans, readiness activities, and success measures with business objectives
• Drive solution adoption through change management, stakeholder engagement, training coordination, and operational readiness planning
• Lead a portfolio of complex implementations with multiple workstreams, dependencies, vendors, and stakeholders
• Maintain program governance, integrated plans, status reporting, risk and issue management, decision logs, and executive communications
• Monitor project health using KPIs, milestone adherence, implementation metrics, and delivery dashboards
• Identify and mitigate risks affecting timelines, client satisfaction, regulatory compliance, or operational performance
• Facilitate executive steering committees and cross-functional governance forums
• Provide subject matter leadership on tax payment operations, tax servicing, and related industry processes
• Collaborate with Product, Operations, Technology, Sales, and Customer Success
• Advise implementation teams on tax workflows, regulatory considerations, operational dependencies, and industry best practices
• Use client feedback and market insights to improve Tax Services software, services, and implementation approaches
• Drive continuous improvement to reduce implementation cycle time and improve delivery quality and client satisfaction
• Establish service-level measures and performance standards
• Develop resource planning, demand forecasting, and capacity management practices
• Standardize delivery practices for consistency, efficiency, transparency, and scalability
• Use data and analytics to improve forecasting, portfolio visibility, and delivery outcomes
• Lead, coach, and develop a high-performing delivery team
• Foster accountability, collaboration, client focus, innovation, and continuous improvement
• Establish performance expectations and support employee growth through coaching, mentoring, and development planning
• Build organizational capability through knowledge sharing, repeatable practices, and talent development

Director, Client Delivery – Tax Services

• Lead a team of front-facing customer care representatives liaising between clients and their customers
• Collaborate with internal and external teams to facilitate a seamless client experience
• Foster a high-energy, client-centric operation based on accountability and engagement
• Manage client relationships through weekly and monthly status meetings, annual business reviews, escalation resolution, SLA adherence, and quality maintenance
• Manage timely and professional email communication
• Coach, counsel, and train customer care associates
• Draft and present formal coaching, corrective action, and performance improvement plans
• Drive accountability for direct reports across production and quality control
• Monitor call quality and provide verbal and written feedback
• Address training needs and manage employee performance
• Resolve quality issues with internal and external stakeholders
• Develop and measure KPIs including schedule adherence, after-call work, quality, call-handling efficiency, and attendance/reliability
• Interview and select new employees
• Train and lead staff in departmental operations, processes, procedures, and requirements
• Communicate departmental initiatives and priorities to the team
• Present data to internal and external stakeholders to drive vision and purpose
• Maintain a culture of continuous improvement and professional development
• Provide cross-training and business continuity support
• Provide coverage assistance to the Contact Center management team and cover evening/weekend shifts as needed

Associate Manager, Customer Care

• Lead a team of front-facing company representatives serving clients and their customers
• Collaborate with internal and external teams to facilitate a seamless client experience
• Foster a high-energy, client-centric operation based on accountability and engagement
• Manage client relationships through weekly and monthly status meetings, annual business reviews, escalation resolution, Service Level Agreement adherence, and quality management
• Manage timely and professional email communication
• Coach, counsel, and train customer care associates
• Draft and present formal coaching, corrective action, and performance improvement plans
• Drive accountability for direct reports in production and quality control
• Monitor call quality and provide verbal and written feedback
• Address training needs and employee performance management
• Resolve quality issues with internal and external stakeholders
• Develop and measure KPIs including schedule adherence, after-call work, quality, call-handling efficiency, and attendance/reliability
• Interview and select new employees
• Train and lead staff in departmental operations, processes, procedures, and requirements
• Communicate departmental initiatives and priorities to the team
• Present data to internal and external stakeholders to drive vision and purpose
• Maintain continuous improvement and professional development
• Provide cross-training and business continuity support
• Provide coverage assistance to Contact Center management, including evening and weekend shifts
• Support the contact center until the 8pm CST closing time when required
• Manage approximately 12–15 direct reports