Manager, Operational Support Services - Sales and Use Tax Compliance

TaxConnex®; Alpharetta (GA); Hybrid; USD 80,000 - 110,000; Full time

Job summary

TaxConnex is hiring a Manager, Operational Support Services in Alpharetta, GA. This hybrid role sits at the intersection of sales tax, technology, operations and client service—leading a team, solving problems, supporting our internal delivery organization, and coordinating with third‑party technology providers.

You will help us continually improve how we operate while leveraging deep sales tax knowledge without being buried in monthly filings.

Qualifications

• Bachelor's degree in business, accounting, finance or related field.
• Sales and use tax experience including knowledge of concepts, compliance, and TaxConnex processes.
• Experience in client services or a service delivery environment.
• Comfortable with learning new software.
• Strong troubleshooting skills across user, process, tax, software, and technology issues.

Responsibilities

• Lead and manage the Operational Support Services team across functions.
• Provide Tier 1 operational support to internal delivery teams and escalate where needed.
• Diagnose issues and coordinate with Product, Technology, or other teams for resolution.
• Manage systems, processes, and third-party solutions for clients and TaxConnex services.
• Oversee billing/reconciliation and related partner communications.
• Maintain compliance process documentation and drive continuous improvement.

Skills

Sales tax knowledge

Troubleshooting

Cross-functional collaboration

Communication

Organization

Attention to detail

Education

Bachelor's degree in business, accounting, or finance

Tools

TaxConnex platform

Microsoft Excel

ERP/CRM systems

Job description

Attention, sales & use tax professionals – are you ready to do something different?

Are you an S&U tax expert who is tired of filing returns every month?

Do you know sales tax, but you're also the person everyone comes to when something isn't working and they can't figure out why?

Do you like systems and technology? Are you good at troubleshooting? Do you enjoy digging into a problem, figuring out whether it's a tax issue, a process issue, a user issue or a technology issue – and then getting it to the right solution?

Maybe you've worked with tax software implementations, exemption certificate management, calculation engines, or other sales tax technology. Maybe you've found yourself becoming the unofficial "how does this actually work?" person on your team.

If that sounds like you, we may have your next job.

TaxConnex is hiring a Manager, Operational Support Services. This role sits at the intersection of sales tax, technology, operations and client service — leading a team, solving problems, supporting our internal delivery organization, working with third-party technology providers, and helping us continually improve how we operate.

And yes, you can use all that sales tax knowledge without spending every month buried in returns.

Position Summary

This is a hybrid position. Must be able to commute to the Alpharetta, GA. area.

Essential Functions

1.Lead and Manage the Operational Support Services team members

• Lead and manage the team members across all functions of operational support services.
• Establish priorities, objectives, and performance expectations and hold team members accountable for results.
• Conduct quarterly performance discussions and provide ongoing feedback and development.
• Monitor and balance team workload, capacity, service levels, open issues, escalations, and other operational commitments to ensure work is completed accurately and timely and aligned with business priorities.

2.Internal Systems, Process and Operational Support

• Provide Tier 1 operational support to internal delivery teams, serving as the initial point of contact for questions related to the proprietary TaxConnex platform, sales tax knowledge, business processes, and basic IT support needs.
• Diagnose and resolve issues when possible and coordinate escalation to the appropriate subject matter expert, Product, Technology, or other team when additional expertise is required.
• Provide operational support for physical compliance activities, including scanning tax notices and matching paper returns with checks or other required documentation to support timely and accurate client filings.

3.Client Solutions, Process and Operational Support

• Manage the systems, processes, support, and operational activities associated with third-party solutions offered by TaxConnex to clients and TaxConnex services delivered through partner and reseller relationships.
• Manage implementation of third-party add-on services, including ECM and tax calculation add-on services for existing sales tax compliance clients, coordinating requirements, set up, testing, client and internal communication, handoff, and readiness for ongoing support.
• Manage ongoing ECM service operations, including administration of the ECM software, certificate validation, issue resolution, and escalation of software defects or vendor-specific issues to the ECM provider.
• Manage operational relationships and support requests with tax technology vendors and other third-party solution providers, coordinating issues through resolution to minimize disruption to client service delivery.
• In partnership with Accounting, manage partner and reseller billing activities for TaxConnex services delivered through these relationships, including coordination of billing information, reconciliation, issue resolution, follow-up, and communication with internal teams and partners to support accurate and timely billing.

4.Process Documentation and Continuous Improvement

• Own and maintain compliance process documentation, support procedures, knowledge resources, and escalation paths to promote consistent execution and knowledge sharing.
• Analyze recurring support issues, process gaps, and operational trends to identify root causes and improvement opportunities across internal and external support activities.
• Partner with Activation, Compliance, Practitioners, Product, Technology, and other stakeholders to implement process, system, and service improvements that strengthen efficiency, scalability, and client delivery.

Position Requirements

• Bachelor's degree in business, accounting, finance or other related field.
• Sales and use tax experience – including: Working knowledge of sales tax concepts, compliance, and the ability to learn TaxConnex processes, systems, service offerings, and partner operating models.
• Experience in client services, or a related service delivery environment.
• Comfortable with working in and learning new software.
• Strong troubleshooting skills with the ability to distinguish between user, process, tax, software, and technology issues and determine the appropriate resolution or escalation path.
• Experience coordinating with software vendors and managing issues through resolution; implementation or onboarding experience strongly preferred.
• Experience managing billing, reconciliation, or other detail-oriented operational processes preferred.
• Strong written and verbal communication, organization, follow-through, and attention to detail.
• Ability to work effectively across delivery, client-facing, technology, product, finance, and partner teams while balancing multiple priorities.
• Service orientation and responsiveness
• Operational ownership and accountability
• Problem solving and sound judgment
• Technical and tax learning agility
• Cross-functional communication and collaboration
• Organization and attention to detail