Director, Enrollment & Onboarding (Tax)

About the Role:

Leads the team responsible for enrolling new and returning tax offices into the proprietary client platform. Accountable for team performance, enrollment quality, service delivery, risk management, and the customer onboarding experience. Establishes operating standards, controls, escalation processes, seasonal readiness, and improvement priorities, while guiding complex enrollment decisions. Partners with Sales, Compliance, Risk, Operations, and Customer Service to deliver a consistent, high-quality customer journey.

What You Will Do:

• Leads the Tax Division’s 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.

What You Will Need:

• 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

Competencies

• 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

The responsibilities listed above are not all inclusive and may be changed at any time.

Salary range: $86,000 – $145,000

 
The salary range reflects the minimum and maximum target for a new hire in this role. Individual pay within the range will be determined by multiple factors which can include but are not limited to a candidate’s experience, qualifications, skills, and location. Your recruiter can share more about the specific salary for your location during the hiring process. Ranges may be modified in the future.
This role is also eligible for an annual performance-based incentive opportunity.  Pathward offers a comprehensive benefits package for eligible employees, including health insurance, 401(k) retirement benefits, life insurance, disability benefits, paid time off, and more.

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