Director of Tax Resolution

Choice Tax Relief is seeking to hire a Director of Tax Resolution Services to manage our operations personnel consisting of case managers, enrolled agents, tax preparers, and tax reviewers.

As the Director of Tax Resolution Services, you will manage the entire backend for our clients and will report to the Owner. The Owner has a strong technical background in resolution and a high attention to detail and will expect this from you as you take over the duties described below.

You will ensure that our clients receive the highest quality service that meets and even exceeds their expectations.This is a full-time, salaried, remote position. Although we are big fans of remote work, it's expected that you will be available for the team at least between the hours of 9:00 AM - 5:00 PM Pacific Time and are willing to put in the hours necessary to ensure that our clients receive the highest quality service and that nothing is missed by the operations team.

QualificationsAt least eight years of management experience in the tax relief industry (by "management," I mean that you have managed other tax personnel, e.g., as a manager of case managers, for at least five years)Strong technical background in tax resolution, particularly Part 5 of the Internal Revenue ManualExceptional organizational skillsProficient written and verbal communication skillsetExperience with spreadsheetsHigh degree of attention to detail, especially with respect to numbersAbility to lead a team by reviewing work, giving feedback when appropriate, developing team members, etc.Possession of active EA certification, CPA license, or law licenseExperience with IRSLogics a plus

ResponsibilitiesAssigning cases to appropriate personnel depending on what services the client has hired us forEnsuring that case managers onboard clients promptlyEnsuring that case managers and other personnel provide clients with ongoing updates regarding their case so that clients do not feel "left in the dark"Ensuring that case managers and other personnel provide clients with promised services in a timely manner and close cases timelyHolding regular meetings with operations personnel to discuss any cases that they need your input onDeveloping, setting, and monitoring KPIs for each member of the operations team. Managing team members when KPIs aren’t met.Ensuring that case managers and other personnel continually portray our services in the best possible light to clients (yes, even when the resolution is a full-payment IA with no penalty abatement) to minimize chargebacks and refund requests. As a firm that sells best possible resolution to most clients, this is essential to the success of the operations team and the firm as a whole.Ensuring that tax returns that clients have hired us to prepare are being prepared, reviewed, and sent to clients for review promptly and in accordance with client expectations. Note that you are not expected to review tax returns (no tax prep experience required). However, you must ensure that the casework is flowing properly from prep to resolution and check in with the tax prep team if there seems to be a bottleneck.Continually developing, updating, and optimizing standard operating procedures for operations personnel and ensuring that operations personnel adhere to these proceduresCommunicating operations' team needs to the Owner to communicate to the sales teamServing as a technical resource for sales consultants (e.g., sales consultant may reach out to you with details of a client's situation and ask you whether it's OK to hard sell an OIC to the client or not)Serving as a technical resource for other personnelProviding education to staffImplementing and documenting processes and other standardizations to streamline our operations for increased staff efficiency and optimal client satisfactionEnsuring that staff comply with standard operating procedures, particularly with respect to case documentation in our CRMDiscussing issues with clients when an issue needs to be "elevated" beyond their main point of client contact (typically their case manager).Reviewing draft resolution analyses prepared by case managers and other personnel before they are communicated to the clientKeeping track of client, IRS, and state deadlines to ensure that no deadlines are missed (this includes but is obviously not limited to tax extensions as well as returns, RO deadlines, ACS deadlines, CDP filing deadlines, etc.)Developing our operations personnel so that they can continually improve their performance (the better they perform, the easier your job is, the less fires you have to put out, etc.)Making appropriate changes to the CRM (IRSLogics) to maximize operational efficiency (this will often involve discussions with the IRSLogics support team)

Why Choice Tax ReliefOur existing staff has worked at the "big" shops in the industry...see why they like it better at Choice!

We are not an "offer mill" and pride ourselves in the high level of service we are able to provide our clients.

We have had ONE chargeback request in our history.

Look us up on BBB, Google, etc...no fake reviews!

While other shops are struggling, we are striving, and are excited for you to join us!