Director, Client Operations Management, Tax Research

At Cotality, we are driven by a single mission—to make the property industry faster, smarter, and more people-centric. Cotality is the trusted source for property intelligence, with unmatched precision, depth, breadth, and insights across the entire ecosystem. Our talented team of 5,000 employees globally uses our network, scale, connectivity and technology to drive the largest asset class in the world. Join us as we work toward our vision of fueling a thriving global property ecosystem and a more resilient society.

Cotality is committed to cultivating a diverse and inclusive work culture that inspires innovation and bold thinking; it's a place where you can collaborate, feel valued, develop skills and directly impact the real estate economy. We know our people are our greatest asset. At Cotality, you can be yourself, lift people up and make an impact. By putting clients first and continuously innovating, we're working together to set the pace for unlocking new possibilities that better serve the property industry.

Job Description:

Are you a strategic leader with a passion for solving complex problems, building trusted client relationships, and developing high-performing teams? We are seeking a dynamic Director to lead one of our POD teams supporting clients who use our Tax Services through a staff augmentation model. This is a critical role that bridges operational excellence with client satisfaction, especially in navigating complex issues and delivering trusted solutions.

As Director, you will lead a team of professionals who serve as the escalation point for high-impact research, client concerns, data discrepancies, and operational roadblocks. You will collaborate directly with executive-level stakeholders, both internally and externally, to resolve issues and ensure the highest level of service delivery. Through strong communication, analytical rigor, and a proactive approach to client engagement, you will enhance trust and drive value in every interaction.

You will be responsible for building a culture of ownership, agility, and continuous learning while coaching your team to develop their technical expertise and leadership capabilities. You’ll work closely with offshore partners, operations leaders, and client-facing teams to enhance efficiency, reduce cycle time, and elevate the client experience.

Key Responsibilities

• Lead a research & escalations POD supporting staff augmentation clients within the Tax Services business.

• Serve as the senior point of contact for high-visibility, complex client issues; drive resolution with speed and integrity.

• Build and maintain strong relationships with executive-level client stakeholders, influencing with confidence and professionalism.

• Anticipate and proactively identify patterns or systemic issues, using data to inform solutions and reduce future escalations.

• Partner with and influence Operations, Sales, and Vendor teams to enhance service delivery, mitigate risk, and support client goals.

• Foster a high-performing, engaged team through coaching, development planning, and recognition of excellence.

• Implement metrics and dashboards to track issue resolution, cycle times, and client satisfaction.

• Champion a culture of continuous improvement and knowledge sharing; embed problem-solving capability throughout the team.

• Oversee team resourcing, workforce planning, and performance against SLAs and KPIs.

• Ensure proper documentation and escalation of risk, reputational exposure, and process gaps to senior leadership.

• Manage departmental budget and resource allocation in alignment with strategic goals.

Job Qualifications:

• Bachelor’s degree required; Master’s degree or MBA preferred.

• 7+ years of experience in tax servicing, financial services, or related operations environment.

• 5+ years in a leadership role with direct accountability for people, process, and client delivery.

• Demonstrated experience in resolving complex issues and influencing executive-level clients.

• Exceptional verbal and written communication skills, with an ability to present with clarity and credibility.

• Proven ability to develop and lead high-performing, engaged teams, including offshore resources.

• Data-driven decision-maker; skilled in identifying root causes, analyzing trends, and building performance metrics.

• Strong collaboration skills; adept at navigating  matrixed organizations and influencing other functional teams to deliver results.

• Financial acumen with experience managing budgets, forecasts, and operational performance.

• Profici