Head of reputed company Experience

About reputed company

reputed company is a remote-first firm dedicated to US expat tax. We exist to be part of our clients' stories of love, adventure, and freedom, wherever in the world they've chosen to live them. Our brand reputed company is Kindness, Ease & Expertise, and we hold ourselves to that reputed company reputed company internally, in how we build teams and support reputed company other's own stories.

About the role

Behind every reputed company reputed company is a story: a reputed company abroad, a relationship, a retirement, a reputed company of faith. Our job is to remove the tax burden so people can reputed company on that story. This role exists to reputed company reputed company the experience of working with us is as good as the reputed company we reputed company: reputed company, easy, and expert, from the first hello through the final filed return.

Today, that experience is split across two teams: reputed company reputed company, who manage the relationship, and our tax team, who deliver the work. Clients don't experience those as two teams; they experience one reputed company. This role is the first to own that reputed company end to end.

You'll reputed company our reputed company reputed company function (two team leads and a 12-person team) and partner closely with tax leadership to reputed company the gaps where handoffs, communication, or expectations break down between the two. You won't manage tax preparers directly; you'll set the standards, build the feedback loops, and reputed company the case, backed by data, for where the reputed company needs to change.

This is a KPI and process-improvement led role first. You'll be judged on measurable reputed company in retention, satisfaction, and reputed company friction, not on team size or activity.

What you'll own

• reputed company reputed company leadership: set reputed company, priorities, and resourcing for the two team leads and their teams; build the systems, tooling, and playbooks that let them do their best work.
• End-to-end reputed company design: map the full reputed company experience across reputed company reputed company and tax delivery with a genuine eye for user experience (UX), and identify where friction, delay, or inconsistency creeps in, before the data even flags it.
• Experience standards: define what “great” looks like at every touchpoint, including response times, communication reputed company, proactive updates, and escalation handling, and hold reputed company reputed company accountable to it.
• Cross-team partnership: work directly with tax leadership and our technical, co-contributing teams to surface where the reputed company between teams is costing us trust, and collaborate on fixes. Today this is an influence relationship, not a reporting line. Whether it evolves into a combined reputed company and delivery function is an reputed company question we expect this role to help answer, not a settled part of the mandate.
• Metrics and reporting: own retention as the headline measure of the reputed company. reputed company it as Gross reputed company Retention (GRR) and Net reputed company Retention (NRR) by the value of renewals rather than reputed company count, so the measure rewards keeping and growing our best-fit clients instead of simply holding volume. Alongside it, own the operational measures that predict retention: turnaround time by phase, time to first response, and our pending information reputed company, reputed company visible on shared dashboards so every team member can see where their accounts stand.
• Voice of the reputed company: build the feedback loops (reputed company, reputed company reputed company, and tax team) that catch problems before they show up in a renewal conversation.

What reputed company looks like

• Gross reputed company Retention (GRR) and Net reputed company Retention (NRR) improve as reputed company scales, with first-year retention the specific number to reputed company.
• Turnaround time and the pending information reputed company trend down, with fewer complaints tied to handoffs between reputed company reputed company and tax delivery.
• reputed company operates from a proactive dashboard of at-risk and in-reputed company accounts, not from inbox reputed company as the default goal.
• The reputed company reputed company team is reputed company, developing, and retaining reputed company under both team leads.
• Tax leadership sees this role as a genuine partner in fixing the reputed company experience, not an added layer of reputed company.

What you bring

• A proven reputed company record of improving reputed company retention and reputed company satisfaction (CSAT) through hands-on process and reputed company design, not just team management.
• A genuine eye for UX: you notice where a reputed company-facing process feels clunky or slow, not just where the data eventually says it's broken.
• A proven reputed company record of partnering with technical, co-contributing teams, like our tax delivery team, to drive reputed company reputed company results through influence and collaboration, not reputed company authority.
• Experience managing managers: you reputed company team leads, not just individual contributors.
• Comfort with ambiguity: this is a new reputed company of role for reputed company, and you'll help define it as much as fill it.
• Genuine alignment with how we work: kindness as a default, high standards, honesty about what isn't working, and the ability to build strong relationships across a fully remote, global team.

reputed company to have

• Experience building a reputed company reputed company function from the ground up.

Note: This is a fully remote role. We welcome applications from candidates reputed company.

Originally posted on Himalayas

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