Autofile Specialist, Tax

Responsibilities

• Manage complex escalations: Own high-risk, cross-functional issues, ensuring timely resolution and closure.
• Investigate root causes: Conduct deep-dive analyses into recurring operational problems to distinguish systemic issues from isolated incidents.
• Drive operational visibility: Provide insights into friction points and mitigation strategies using metrics and reporting.
• Partner cross-functionally: Collaborate with operations, product, and leadership to resolve operational blockers and advocate for permanent solutions.
• Navigate ambiguity: Connect relevant people, data, and context to bring clarity to unstructured situations.
• Support operational readiness: Prepare for external regulatory or system changes to support new capabilities.
• Elevate the experience: Improve operator and user experiences through strategic prevention and resolution frameworks.

Requirements

• Strong operations, escalation management, or process improvement experience
• Proven ability to investigate complex issues and drive them to resolution
• Ability to manage multiple priorities with urgency and accuracy
• Excellent communication and cross-functional collaboration skills
• Comfort working in ambiguity and high-accountability environments

Preferred Qualifications

• Experience in tax operations, financial services, or regulated operational environments
• Understanding of operational workflows (filing processes, user operations, risk management)
• Background working closely with operations or product teams to improve processes
• Familiarity with root cause analysis and continuous improvement methods
• Experience partnering with operations leads and senior stakeholders