Business Operations - Support Enablement
Core
Design and execute end-to-end operational strategy for DIY tax filing support and Expert Assist (live expert review) offerings to serve U.S. taxpayers.
Role type
Senior Business Operations Lead (Support Enablement)
Builds
Embedded tax products for banking and fintech partners
Domain
Fintech / Tax technology
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
operational strategy design, capacity modeling and forecasting, KPI definition and tracking, cross-functional partnership, data-driven decision making, B2C product scaling
Preferred skills
B2C fintech operations experience, GTM operations background, enablement background
Technologies
Zendesk, AI-powered chatbots, Knowledge platforms, Learning Management Systems (LMS)
Responsibilities
Design and execute operational strategy for Expert Assist and DIY support, own the tech stack for support tools, model and forecast staffing capacity, lead partner-specific operations including complaints and disputes, drive performance on KPIs, partner with Design/Product/Engineering/Tax teams to influence roadmap
Seniority
Senior, hands-on IC
