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 or equivalent relevant work experience
• 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, or Account Executive role in HR Services Industry, preferred
• Extensive Workday exposure in a services bureau or customer.
• Extensive experience with internal OSV BPaaS processes and procedures

#LI-REMOTE You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.