Why This Role Matters You bridge the gap between complex operations and human empathy, ensuring your team of tax professionals has the tools and support they need to meet performance metrics without sacrificing exceptional customer experience. Mandatory Requirements Must live and be legally authorized to work within the US. Visa sponsorship is not available for this role. Lead a remote team of tax experts, coaching attendance, performance, and adherence to professional standards for up to 60 hours per week. Audit timekeeping and daily statuses in tools such as Power BI, ADP, Slack, Teams, and Amazon Connect to ensure complete operational accuracy. Serve as Manager on Duty (MOD) on rotation, providing leadership and support ownership for up to 1,000+ experts. Monitor system statuses, enforce queue discipline, process workflow requests, and intercept high-priority or data privacy issues through multi-channel communication. Regularly Review recorded customer service interactions to evaluate empathy, communication quality, and adherence to customer metrics, delivering timely recognition and feedback. Proactively research internal channels and documentation to resolve systemic problems under short deadlines. You independently establish clear priorities during shifting operational demands, collaborating across teams to build a reliable team structure that establishes trust and long-term operational credibility. You efficiently operate within custom software, follow structured workflows, and manage tasks across multiple remote platforms. You bring leadership experience managing teams of 30+ in a high-volume, continuous customer experience setting. You deliver clear written and verbal communication, converting data into practical, specific, and actionable guidance for your team. You foster meaningful team collaboration and hold your team accountable to service standards that prioritize empathetic, customer-centric support over routine transactional processing. You manage a structured daily routine while efficiently adjusting tasks and focus when real-time operational priorities change. You have a designated distraction-free, remote work environment, personal device for administrative tasks, and a reliable hard-wired internet connection.