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Posted: 10/20/2026Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading enrollment and onboarding functions, focusing on operational strategy, quality assurance, and risk management in a regulated environment. Proven ability to develop talent, drive process improvements, and communicate effectively across cross-functional teams.
Highest-signal resume keywords
Enrollment LeadershipOperational StrategyQuality AssuranceRisk-Based Decision-MakingData-Driven Performance Management
About the role
Key responsibilities & impact- Lead the Tax Division’s Enrollment & Onboarding function and translate business goals and customer commitments into priorities, operating plans, and measurable outcomes
- Build, coach, and lead a high-performing enrollment team for peak tax-season volumes and year-round business needs
- Establish a culture of accountability, sound judgment, open communication, consistent execution, and continuous improvement
- Own enrollment quality and control performance, including work sampling and resolution of process or control gaps
- Serve as decision authority for complex or escalated enrollment matters while balancing customer impact, business objectives, operational feasibility, and regulatory risk
- Set and document enrollment operating processes, service expectations, escalation paths, and handoffs
- Simplify enrollment processes, reduce rework, improve accuracy, and strengthen customer experience
- Partner with Compliance on concerns, higher-risk cases, enrollment controls, and process or documentation changes
- Produce and present enrollment trend reporting to leadership
- Use volume, quality, service, capacity, and risk indicators to anticipate pressure points, direct resources, and provide recommendations
- Drive readiness for new tax products, customer launches, process changes, and seasonal demand
- Maintain communication with internal stakeholders regarding enrollment requirements, status, decisions, and operational changes
- Partner across Sales, Customer Journey, Operations, Compliance, Risk, Technology, and Product to remove barriers and resolve higher-risk issues
- Represent Enrollment & Onboarding in cross-functional planning, issue resolution, business initiatives, control discussions, and leadership updates
- Perform other duties as assigned
Requirements
What you’ll need- Bachelor’s degree or equivalent combination of education and relevant experience
- 7+ years of relevant experience in enrollment, onboarding, customer operations, financial services, tax services, compliance, or a related field
- Demonstrated leadership of operational teams, including talent development, workforce planning, performance accountability, and delivery through changing priorities
- Experience owning quality assurance, operational controls, and risk-based decisions in a regulated environment
- Ability to convert operational data into clear leadership insights, recommendations, and action
- Strong executive communication and cross-functional influence
- People leadership and talent development
- Operational strategy, workforce planning, and change leadership
- Quality assurance, control ownership, and risk-based decision-making
- Data-driven performance management and executive communication
- Customer focus and cross-functional influence
- Proficiency with reporting, workflow, case management, and customer relationship systems
- Leadership, process improvement, quality assurance, or compliance training preferred
Benefits
Comp & perks- Annual performance-based incentive opportunity
- Health insurance
- 401(k) retirement benefits
- Life insurance
- Disability benefits
- Paid time off
- Comprehensive benefits package for eligible employees
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Enrollment ProcessesOperational ControlsQuality AssuranceData AnalysisPerformance Accountability
Soft Skills
Executive CommunicationCross-Functional InfluenceTalent DevelopmentCustomer FocusChange Leadership
Tools & Technologies
Reporting SystemsWorkflow Management SystemsCase Management SystemsCustomer Relationship Systems
Industry Keywords
Financial ServicesTax ServicesComplianceCustomer OperationsOnboarding