Head of Enrollment & Onboarding

Pathward; United States; Hybrid; USD 86,000 - 145,000; Full time

Benefits offered by this job

Health insurance

401(k) retirement benefits

Life insurance

Disability benefits

Paid time off

Job summary

Pathward is seeking a leader to manage the Enrollment & Onboarding team, guiding the onboarding of tax offices onto our proprietary platform. You will set standards, balance risk with customer experience, and coordinate with Sales, Compliance, Risk, Operations, and Customer Service to deliver a consistent journey.

The role demands 7+ years of enrollment/operations leadership, a track record of QA and process improvement, and strong cross-functional communication to drive readiness and growth

Qualifications

• Bachelor’s degree or equivalent combination of education and relevant experience; leadership, process improvement, quality assurance, or compliance training preferred.
• 7+ years of relevant experience in enrollment, onboarding, customer operations, financial services, tax services, compliance, or a related field.
• Demonstrated leadership of operational teams, including talent development, workforce planning, performance accountability, and delivery through changing priorities.
• Experience owning quality assurance, operational controls, and risk-based decisions in a regulated environment.
• Ability to convert operational data into clear leadership insights, recommendations, and action.
• Strong executive communication and cross-functional influence
• People leadership and talent development
• Operational strategy, workforce planning, and change leadership
• Quality assurance, control ownership, and risk-based decision-making
• Data-driven performance management and executive communication
• Customer focus and cross-functional influence
• Proficiency with reporting, workflow, case management, and customer relationship systems

Responsibilities

• Leads the Enrollment & Onboarding function, translating business goals and customer commitments into clear priorities, scalable operating plans, and measurable team outcomes.
• Builds, coaches, and leads a high-performing enrollment team with the capacity, expertise, accountability, and decision-making discipline required to support peak tax-season volumes and year-round business needs.
• Build a results-driven culture of accountability, sound judgment, open communication, consistent execution, and continuous improvement across the team.
• Responsible for enrollment quality and control performance, including sampling work to ensure accuracy and confirmation that process or control gaps are resolved and sustained.
• Serves as the decision authority for complex or escalated enrollment matters, balancing customer impact, tax business objectives, operational feasibility, and regulatory risk.
• Sets and documenst the enrollment operating process model, service expectations, escalation paths, and handoffs needed to deliver a timely, consistent onboarding experience.
• Identifies opportunities to simplify enrollment processes, reduce avoidable rework, improve accuracy, and strengthen the customer experience.
• Partners with Compliance to assess concerns, resolve higher-risk cases, strengthen enrollment controls, and implement required process or documentation changes.
• Produces and presents enrollment trend reporting for leadership, including year over year application volume, approval status, turnaround times, aging, productivity, quality results, exceptions, capacity trends, and risk indicators.
• Uses enrollment volumes, quality results, service performance, capacity, and risk indicators to anticipate pressure points, direct resources, and provide Tax leadership with clear decisions and recommendations.
• Drives readiness for new tax products, customer launches, process changes, and seasonal demand, ensuring the team, controls, systems, and partner functions are prepared to execute.
• Maintains clear communication with internal stakeholders regarding enrollment requirements, status, decisions, and operational changes.
• Partners across Sales, Customer Journey, Operations, Compliance, Risk, Technology, and Product to remove enrollment barriers, resolve higher-risk issues, and deliver Tax Division growth and customer experience goals without compromising control expectations.
• Represents Enrollment & Onboarding in cross-functional planning, issue resolution, business initiatives, control discussions, and leadership updates.
• Other duties as assigned.

Skills

Leadership

Process improvement

Quality assurance

Compliance

Executive communication

Cross-functional influence

People leadership

Operational strategy

Workforce planning

Data-driven decision making

Customer focus

Education

Bachelor’s degree

Tools

Reporting systems

Workflow management

Case management systems

CRM

Job description

Pathward is seeking a leader to manage the Enrollment & Onboarding team, guiding the onboarding of tax offices onto our proprietary platform. You will set standards, balance risk with customer experience, and coordinate with Sales, Compliance, Risk, Operations, and Customer Service to deliver a consistent journey.

The role demands 7+ years of enrollment/operations leadership, a track record of QA and process improvement, and strong cross-functional communication to drive readiness and growth