Senior Customer Experience Manager - Tax Account Management

OneSource Virtual (OSV) has helped more than 1,000 Workday customers take their teams from transactional to transformational with innovative technology and services for HR, payroll, and finance. Founded in 2008, OSV is the leading exclusive provider of Business-Process-as-a-Service (BPaaS) solutions for Workday, delivering services with unparalleled choice, unwavering commitment, and uncompromising support. OneSource Virtual’s global headquarters is located in Dallas, Texas, with additional locations across North America and Europe. Find your company’s solution at www.onesourcevirtual.com.

About the Role

We are looking for an experienced and strategic Senior Customer Experience Manager to lead the Account Management Tax team within the Customer Office organization. This critical leadership role requires an experienced professional who can architect scalable, segmented business models, drive performance excellence across diverse customer tiers, and ensure exceptional service delivery for our tax customers. You'll be responsible for building a high-performing team, including managing people leaders, while partnering closely with Service Delivery and Operations leadership to drive operational efficiency and support business growth.

Key Responsibilities

Leadership & Team Management

• Lead and develop Tax Account Managers, including managing people leaders (manager of managers)
• Drive team engagement, retention, and consistent management practices across the organization
• Implement talent development strategies, including training, knowledge transfer, and succession planning
• Foster a culture of accountability, innovation, and customer-centricity

Strategic Business Model & Segmentation

• Develop segmented account management frameworks for varying customer tiers (Enterprise, Mid-Market, SMB)
• Design service models that balance customer needs with operational efficiency
• Create scalable processes and playbooks that support growth without proportional headcount increases

Customer Engagement & Escalation Management

• Lead proactive and reactive escalatory customer engagement for tax customers
• Serve as escalation contact for Account Managers and leadership across Customer Office Teams, Tax Operations, and Payroll Support teams
• Maintain customer relationships through regular engagement, analytics review, and strategic planning
• Support Customer Office Account Health Programs and Voice of Customer initiatives

Performance Management & Analytics

• Develop and manage KPIs to ensure quality delivery to tax customers
• Analyze data to build business cases for headcount forecasting and capacity planning
• Partner with analytics and reporting teams to design customer monthly, quarterly, and yearly metrics that create value realization for tax customers, identifying open cases, business updates, and actionable items to address
• Create reporting systems that provide insights into team performance and customer satisfaction
• Translate complex data into actionable recommendations for leadership

Tax Operations & Process Management

• Oversee tax account management function to ensure effective BPaaS service delivery
• Develop and maintain disciplined procedures, processes, metrics, and reporting systems
• Implement process improvements that enhance service quality and operational efficiency
• Ensure compliance with service standards

Cross-Functional Partnership & Technology

• Partner with Customer Office and Tax Operations leadership to ensure alignment to business objectives
• Collaborate with Tax Program Management, TSS, and Knowledge Coordinators on analytics, documentation, and training
• Drive adoption of technologies and tools that enhance customer experience and operational efficiency
• Present data-driven business cases to senior leadership for resource planning

Required Qualifications

Experience

• 10+ years of leadership in a customer experience account management environment
• Knowledge of HCM outsourcing with emphasis on tax and/or payroll
• Proven experience managing managers (people leader of people leaders)
• Expertise in data analysis for headcount forecasting and capacity planning
• Track record of developing high-performing teams at multiple organizational levels
• Ability to design segmented business models and tiered service frameworks
• Experience managing customer escalations at the executive level

Technical Skills

• Strong tax domain knowledge in service bureau environment
• Advanced analytical and financial modeling skills for workforce planning
• Proficiency in MS Office (Word, Excel, PowerPoint, Visio) with advanced Excel for data analysis

Core Competencies

• Exceptional communication skills for stakeholder interaction and executive presentations
• High level of diplomacy and customer engagement capabilities
• Experience managing customer relationships with confidence at the executive level
• Highly analytical problem-solving abilities
• Data-driven decision making with the ability to translate insights into business narratives

Education

• Bachelor's degree required

Preferred Qualifications

• Experience with BPaaS processes and procedures
• Prior HR services portfolio management, Customer Engagement Management, or Account Executive role
• Background managing diverse customer segments (SMB to Enterprise)
• Expertise with CRM platforms and customer success tools
• Advanced training in workforce planning, financial modeling, or business analytics

Travel: 10-20%

What Success Looks Like

• Customer retention and NPS targets consistently met or exceeded
• Operational segmentation model delivering results
• Accurate headcount forecasting with data-driven business cases
• Reduction in escalations through proactive account management
• High-performing team with strong engagement and consistent leadership practices
• Scalable processes supporting 2-3x growth with optimized resource allocation
• Strong partnership with Tax Operations and Customer Office leadership

#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.