Quality & Enablement Lead, US Tax Operations

About the role

US Tax Operations resolves tax notices that clients receive from the IRS and state agencies, and runs the filings and payments work that prevents those notices in the first place. The team includes a notice-resolution organization of roughly 50 specialists across 7 managers and 2 pillar leads, and a filings, payments, and amendments organization of 4 teams under a third pillar lead.

What you'll do

• Own and build the team's end-to-end training framework: structured courses and refresher trainings across each functional area
• Run the quality assurance program: auditing case quality, tracking trends, and turning findings into targeted refresher training rather than one-off fixes
• Monitor CSAT and case-quality trends to catch emerging skill gaps early
• Maintain a clear, current record of who has and hasn't completed required training or certification, and partner with managers to close gaps
• Build and improve the quality programs that reduce the kinds of issues that lead to client tax notices or escalations in the first place

What you need

• Audit

Good to have

• Payroll
• Compliance