Manager, Tax Account Management

OneSource Virtual (OSV) has worked exclusively with Workday customers since 2008 to deliver compliant, in-tenant technology and expert services to automate the administrative, transactional tasks of payroll, taxes, earned wage access, accounts payable, and benefits. With over 1,500 customers, 92% retention, and $225+ billion in treasury movement annually, OSV helps organizations maximize their Workday investment and operate it with confidence. Payroll, benefits, and finance solutions — all in one place. 

 The Manager, Tax Account Management leads a team of Tax Account Managers who deliver proactive and reactive escalatory customer engagement for Tax Customers. This role drives day-to-day operational excellence through disciplined processes, analytics, and customer-centric service delivery. The position requires a skilled leader who can manage complex tax operations, build strong customer relationships, has a proven track record for driving results and actively support the execution of strategic initiatives.

Responsibilities

Team Leadership and Development

• Lead, coach, and develop Tax Account Managers through daily performance management and skill development
• Conduct regular one-on-ones, performance reviews, and provide ongoing feedback
• Support team engagement and retention through effective leadership practices
• Build team capabilities through training and knowledge sharing

Tax Operations and Service Delivery

• Oversee daily tax account management activities, ensuring effective OSV service delivery
• Monitor and maintain process compliance with tax regulations and service standards
• Identify and support strategies to drive capacity to scale, enhance customer experience, and advance business model changes.
• Manage team workflow and prioritize activities to meet service level agreements

Customer Relationship Management

• Maintain customer relationships through regular engagement and proactive communication
• Serve as an escalation point for Tax Account Managers on customer issues
• Support analytics review, ROI tracking, and customer satisfaction initiatives
• Participate in customer health programs and lessons learned sessions

Performance Management & Reporting

• Track and manage team KPIs with a disciplined accountability framework, holding team members to performance standards and driving measurable results.
• Prepare and present performance reports to senior leadership
• Utilize Workday and OSV platforms for team productivity and customer insights
• Drive data-informed decisions to improve team and customer outcomes and actively contribute to the execution of strategic initiatives through project participation and cross-functional collaboration.

Competencies

Leadership & Management Experience

• 5 years proven leadership or supervisory role in Tax Service Bureau environment
• Demonstrated ability to coach and develop individual contributors
• Experience holding a team accountable to performance metrics and delivering measurable results
• Experience supporting the deployment of strategic initiatives

Tax Domain & Technical Knowledge

• Strong tax domain knowledge in service bureau environment
• Working knowledge of Workday and OSV Service platforms
• Understanding of current tax methodologies, technologies, and tools
• Functional knowledge of HR outsourcing with emphasis on payroll, tax, and garnishments

Communication & Customer Engagement

• Strong oral and written communication skills for effective interaction with team, customers, and leadership
• Diplomacy and customer engagement capabilities to manage sensitive situations
• Experience managing customer relationships and handling escalations professionally

Analytical & Problem-Solving Skills

• Analytical approach to problem-solving with the ability to collaborate across functions
• Experience with data analysis, reporting, and performance metrics
• Ability to identify issues and implement solutions that improve customer satisfaction

Qualifications

Education/Certification Requirement

• Bachelor's degree

Required

• 5 years of leadership experience with Tax Service Bureau
• Functional knowledge of human resources outsourcing with emphasis on payroll, tax and garnishments
• Proficiency in MS Office applications (Word, Excel, PowerPoint, Visio)

Preferred

• Prior HR services portfolio management, Customer Engagement Management, o