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Open nowPosted 683 days ago

Business Operations - Support Enablement

column-tax4 open roles

Pay
$160,000 – $200,000 a yearly
Where
New York City, NY
Work mode
Hybrid
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Your applicationOpen nowBusiness Operations - Support Enablementcolumn-tax · New York City, NY

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  4. 19.3%14 days
  5. 35.6%30 days
  6. 57.8%60 days
This job: posted 683 days ago

The posting

Business Operations: Support Enablement

Join us at Column Tax! We're making tax filing a simpler, more transparent process for U.S. taxpayers. We’re doing this by partnering with banking & fintech companies to offer powerful embedded tax products to their account holders.

Column is backed by world-class investors including Bain Capital Ventures, Felicis Ventures, Core Innovation Capital, South Park Commons & Operator Partners. We were recently named one of TIME Magazine’s Best Inventions of 2024, and one of The World’s Top 250 Fintech Companies by CNBC.

Over the last three years, we’ve built out the foundation for the business, working with dozens of partners to launch embedded do-it-yourself (”DIY”) tax products. We recently launched our second product offering, Expert Assist, which allows taxpayers to connect with tax experts for live help and an expert review of their return. To build and scale our operations across both offerings, we need a data-driven operations and enablement lead.

🏔️ Leading Support Ops & Enablement, you’ll have the opportunity to:

  • Design and execute end-to-end operational strategy for our newly launched Expert Assist offering and DIY filing support, iterating to make improvements that help us better serve taxpayers
  • Own the tech stack for Expert Assist and Taxpayer Support, including Zendesk, AI powered chatbot and tooling, Knowledge platform, and Learning Management System (LMS)
  • Model and forecast capacity for in-season staffing across our product offerings
  • Lead partner specific operations requirements including complaints and disputes processes
  • Define, track, and drive performance on KPIs for Taxpayer Support & Expert Assist
  • Partner cross-functionally with our Design, Product, Engineering & Tax teams to create a feedback loop and influence roadmap decisions

💻 About you:

  • Strong analytical skills with a proven ability to leverage data to drive decision making
  • You care deeply about the user experience (and empathize with the challenges people face in filing their own taxes)
  • You take challenges head on, and enjoy executing
  • You may come from a GTM operations, business operations, or enablement background
  • You have experience scaling operations for a B2C product (Bonus for B2C fintech specific experience!)
  • You enjoy the process (with all its ups and downs!) of building something through periods of scale
  • You are a creative problem solver who can think outside the box

⭐ Things we value:

  • Doing the right thing: Tax is an industry with a history of predatory practices; we’re determined to fix that
  • Focus: we know that doing great work takes long blocks of uninterrupted time
  • Ownership: everyone at Column is empowered to make big decisions
  • Transparency: expect honest & vulnerable communication
  • Vision: everyone on our team dreams big about solving complex problems

❇️ Benefits:

  • Competitive salary and equity
  • Time off: unlimited PTO with a recommended minimum. We want you to truly recharge!
  • High-quality health, vision & dental coverage for you and your dependents
  • Up to 16 weeks of fully paid parental leave
  • 401(k) plan
  • Top-notch MacBook + home office stipend

☑️ What happens after you apply:

  • Intro call with one of the BizOps team members at Column Tax
  • Initial screen where we work through a support scenario together
  • One-day in-office “onsite”: tell us about your previous work & values, see what working with us would be like, and work through an operations/product problem live with the team
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