Our client is a fast-growing, nationally recognized provider of business personal property and real estate tax consulting services. With over 600 corporate clients and a 95%+ client retention rate, they are known for exceptional service, strong results, and a people-first culture. The organization is in an exciting period of expansion, adding new service lines, scaling nationwide operations, and investing heavily in process excellence and employee development.
This team has earned multiple national awards for culture and workplace satisfaction, and they offer a collaborative, high-performance environment with perks such as weekly catered lunches, regular team events, and a company-wide winter break each December.
Position Overview:
The Process Optimization & Operational Excellence Manager is a highly visible, cross-functional role responsible for shaping, improving, and sustaining core operational processes across the company.
In the first year, this role will be heavily focused on document management operations, ensuring clarity, accuracy, and consistency in workflows tied to incoming and outgoing mail—an essential component of tax work with significant compliance implications.
As this individual builds a deep understanding of how the organization functions across departments, the role will expand to lead process optimization initiatives that drive scalability, cross-functional alignment, and overall internal efficiency. This position will also work closely with the Product Manager to align business processes with system and reporting needs. Given the strategic nature of the role, it reports directly to the CEO.
Key Responsibilities:
Process Optimization & Operational Excellence
Build in-depth knowledge of cross-functional processes and critical service-delivery “must-haves.”
Identify inefficiencies and risks across workflows; recommend improvements across people, process, and technology.
Optimize and document end-to-end workflows, including:
Incoming mail (opening, logging, scanning, routing, archiving)
Outgoing rendition processing (standard and special handling)
Cross-functional handoffs and service-level expectations
Systems & Cross-Functional Collaboration
Partner with IT, consulting teams, and client support functions to enhance systems, integrations, and automation.
Troubleshoot process issues and coordinate solutions with internal and external partners.
Track and report operational metrics (volume, turnaround time, error rates) to increase visibility and accountability.
Knowledge Management & Training
Develop and maintain standardized operating procedures (SOPs).
Lead or support training, onboarding, and cross-training to ensure process adoption and department coverage.
Strategic Projects
Work closely with leadership on cross-functional initiatives and business transformation efforts
Qualifications:
Required
7–10 years of experience in process optimization, operations, workflow management, project management, or similar roles.
Strong analytical and problem-solving capabilities.
High proficiency in Microsoft Excel and process mapping tools (Visio, Lucidchart, etc.).
Excellent written and verbal communication skills.
Ability to bring structure to ambiguous environments.
Proven record of driving results through cross-functional collaboration.
Detail-oriented, organized, and reliable under time constraints.
Demonstrated success in improving operational processes or implementing workflow enhancements.
Preferred
Experience in property tax, legal services, or financial services.
Prior management consulting experience focused on performance optimization.
Familiarity with workflow systems such as Salesforce, NetSuite, automation tools, OCR scanning, or client portals.
Ability to influence stakeholders and drive adoption of new processes.
Curiosity for understanding the “why” behind operations and strengthening cross-functional alignment.
Compensation and Benefits:
Competitive base salary with additional earning potential
401(k) with company match
Medical, Dental, and Vision insurance
Generous PTO + company-wide winter break
Onsite fitness center
Mileage reimbursement
Hybrid work schedule
Frequent team events and catered lunches
If you are a builder, a problem solver, and someone who thrives at the intersection of people, process, and technology, we’d love to connect with you.
