• Own the End-to-End Tax Experience (Client + Advisor) • Define and execute a consistent, multi-channel Tax client experience and advisor experience, including onboarding, delivery, updates/communications, and “moments that matter.” This may be tailored for tax-only clients and / or clients with varying complexity. • Establish and operationalize VOC/VOF listening posts and convert insights into prioritized fixes and measurable improvements. • Create or refine playbooks (e.g., onboarding, handoffs, escalations, seasonal readiness) to provide an excellent client experience: timely, clear, and consistent. • Drive Operating Leverage, Capacity, Efficiency & Quality • Lead process redesign to improve experience, quality, and throughput across tax workflows (quoting/routing, ongoing communication, intake, prep, review, delivery). • Build an operating system for Tax that includes: capacity planning, work segmentation, load balancing, SLAs, and clear ownership • Reduce administrative burden on Tax managers and teams by simplifying workflows, clarifying roles, and implementing scalable support mechanisms • Operational Telemetry & Business Management • Establish and maintain operational telemetry (dashboards, KPIs, routines) to provide transparency into volume, cycle times, WIP, quality, and bottlenecks. • Define, track, and report key outcomes such as experience, productivity, and adoption — and lead monthly/quarterly performance reviews with action plans. • Cross-Functional Delivery & Tech Enablement • Partner with Technology/Product and Tax leadership on Tax tech stack initiatives (e.g., onboarding tooling, document sharing, workflow automation, Aspen-related enhancements) and ensure “operational readiness” • Translate operational pain points into clear business requirements; drive change management, training enablement, and adoption across stakeholders. • Leadership & Stakeholder Management • Demonstrate comfort and competence in the face of change management. Serve as a senior cross-functional leader who can align Tax, Wealth Management, Client Service, and Operations partners around priorities, sequencing, and accountable execution. • Build strong relationships with Tax leaders, advisors, and client service teams; act as an escalation point for systemic issues and help remove blockers quickly.