Director, Client Delivery - Tax Services

About the Role

The Director, Client Delivery - Tax Services leads a team focused on the successful onboarding of Tax Services software and solutions for enterprise clients. This leader oversees a team of 7 Client Delivery Managers who guide clients from contract execution through operational readiness and measurable value realization.

Responsibilities

• Client Delivery & Onboarding Leadership:
  • Lead end-to-end client onboarding and implementation for Tax Services software and service offerings.
  • Ensure engagements are delivered on time, within scope, and in accordance with defined quality standards.
  • Establish implementation strategies, governance structures, and delivery frameworks that produce predictable client outcomes.
  • Serve as the escalation point for complex onboarding engagements, operational challenges, and client concerns within the Tax Services suite of products.
  • Partner with clients to understand business objectives and align implementation plans, readiness activities, and success measures to desired outcomes.
  • Drive solution adoption through effective change management, stakeholder engagement, training coordination, and operational readiness planning.
• Delivery Management:
  • Lead a portfolio of complex implementations with multiple workstreams, dependencies, vendors, and stakeholders.
  • Establish and maintain program governance, integrated plans, status reporting, risk and issue management, decision logs, and executive communications.
  • Monitor project health through key performance indicators, milestone adherence, implementation metrics, and delivery dashboards.
  • Proactively identify and mitigate risks that may affect timelines, client satisfaction, regulatory compliance, or operational performance.
  • Facilitate executive steering committees and cross-functional governance forums that drive timely decisions and clear accountability.
• Tax Services & Tax Payment Expertise:
  • Provide subject matter leadership related to tax payment operations, tax servicing, and associated industry processes.
  • Apply an understanding of client requirements involving tax payments, taxing authorities, escrow administration, service providers, and servicing platforms.
  • Collaborate with Product, Operations, Technology, Sales, and Customer Success to ensure solutions align with market requirements and client needs.
  • Advise implementation teams on tax-specific workflows, regulatory considerations, operational dependencies, and industry best practices.
  • Use client feedback and market insights to inform continuous enhancement of Tax Services software, services, and implementation approaches.
• Operational Excellence:
  • Drive continuous improvement initiatives that reduce implementation cycle time, strengthen delivery quality, and improve client satisfaction.
  • Establish service-level measures and performance standards across onboarding and implementation activities.
  • Develop resource planning, demand forecasting, and capacity management practices that support business growth.
  • Standardize delivery practices to improve consistency, efficiency, transparency, and scalability.
  • Use data and analytics to strengthen forecasting, portfolio visibility, and delivery outcomes.
• People Leadership:
  • Lead, coach, and develop a high-performing team of delivery professionals.
  • Foster a culture of accountability, collaboration, client focus, innovation, and continuous improvement.
  • Establish clear performance expectations and support employee growth through coaching, mentoring, and development planning.
  • Build organizational capability through knowledge sharing, repeatable practices, and talent development.

Qualifications

• Bachelor's degree in Business, Information Systems, Project Management, or a related field highly desired.
• Minimum 10 years of experience leading client implementations, onboarding programs, professional services, or complex delivery programs.
• Minimum 5 years of people leadership experience managing project managers, implementation teams, or client delivery professionals.
• Demonstrated success leading large-scale software implementations and complex programs with multiple stakeholders and dependencies.
• Strong command of program governance, integrated planning, risk management, issue resolution, and executive communication.
• Experience managing multiple concurrent projects with significant client and business impact.

Preferred Qualifications

• Experience with complex SaaS / software implementations initiatives.
• Experience in property tax payments, tax servicing, mortgage servicing, escrow operations, or related field highly desired.
• Knowledge of property tax administration, taxing authority interactions, tax payment workflows, and servicing operations desired.
• Expertise in Lean management principles, continuous improvement, and change leadership, with a track record of delivering measurable business outcomes through process standardization, automation, and operational excellence.
• Experience operating in a regulated environment with complex controls and dependencies.
• PMP, PgMP, Lean or comparable project or program management certification desired.
• Working knowledge of tax payment operations, tax servicing, escrow operations, or closely related mortgage or financial services processes.

Critical Success Factors

• Strong executive presence and trusted client-facing leadership.
• Exceptional program and project management discipline.
• Deep understanding of implementation governance and operational execution.
• Ability to influence across a matrixed organization and align diverse stakeholders.
• Strong analytical judgment, structured problem solving, and bias for measurable outcomes.
• Credible knowledge of Tax Services operations and client business processes.
• Passion for exceptional client experiences, delivery quality, and continuous improvement.

Pay

Annual Pay Range: $111,900 - $180,000 USD

Benefits

• Time off: Generous PTO and 11 paid holidays, plus well-being and volunteer time off.
• Family Support: Up to 16 weeks of fully paid parental leave and a baby stipend.
• Health: Multiple medical plan options with mental health and wellness support offerings.
• Retirement: 401(k) with company match and vesting after one year.
• Financial Perks: $400 annual well-being stipend and tuition assistance up to $5,250.
• Extras: Recognition Rewards, Referral bonuses, exclusive discounts and more!

This role offers the opportunity to shape how Tax Services solutions are implemented and adopted, while building a scalable delivery organization that accelerates client value and supports business growth.