Vp of Operations

**Our story**:
Every year millions of people are either filing their taxes in fear or giving up on their tax refund altogether. We're working on fixing that. Our intuitive app enables anyone, regardless of education or background, to file their taxes with newfound confidence.

Spread across Berlin and Madrid, Team Taxfix is a compassionate group of solution-finders. We speak our minds openly, and with 500+ professionals from 60+ different nationalities, we're rich in ideas and voices. In five years, we've raised over 300 million euros in funding and helped people reclaim more than one and a half billion euros.

**Your challenge**:
In this crucial leadership role reporting directly to the COO, you will develop a 2-5-year vision for operations and customer support at Taxfix and enable the team to effectively move towards that vision. You will take a motivated and hard-working operations team and scale it to more efficiently serve our growing customer demand across countries and products without sacrificing quality. A successful leader will do this through long-term planning with key stakeholders, smart resource allocation, and ensuring a culture of continual process improvement and accountability.

**Your responsibilities**:

- Lead our Global Customer Service and Operations Department of over 100 people (Customer Service, Business and Financial Operations, and Tax Operations teams) and directly manage a group of Directors and Heads.
- Foster a customer centric culture and champion the customer in all decision-making, ensuring that all teams have the knowledge and understanding they need to drive customer centricity.
- Create and drive competitive strategies together with the Product, Marketing, Data, and Commercial teams to drive sustainable customer and business value.
- Use knowledge of business drivers and the market to to guide collective actions.
- Effectively direct resources to ensure completion of ambitious goals.
- Foster coaching department-wide as a crucial tool to make full use of talent within diverse teams, and hold senior leaders accountable towards coaching behaviours.
- Develop and manage a 7-digit department budget to deliver on gross margin targets.
- Be on the forefront of innovation and best practices in support and operations and implement what is applicable at Taxfix.

**Your profile**:

- You have 10+ years experience growing talent in customer support and/or operations functions, including managing managers and large teams, ideally across multiple geographic locations and cultures.
- You thrive in a complex, fast-paced environment.
- You have a strong track record of creating competitive strategies to drive customer and business value.
- You use data to generate, evaluate, and act on strategic options and opportunities.
- You are a skilled coach, enabling leaders to be at their best by leading through great questions.
- You can communicate complex ideas skilfully and with nuance, and establish alignment within the wider organisation.
- You are pragmatic and results-driven.
- You are eager to grow, challenge, and develop yourself.
- You are fluent in English; German is a plus.

Why Taxfix?
- A chance to do meaningful, people-centric work with an international team of passionate professionals.
- Holistic wellbeing with free mental health coaching sessions, yoga, and a discounted membership to Urban Sports Club.
- A monthly allowance to spend on home support services, including childcare, housekeeping, pet sitting, tutoring, and elderly care.
- Employee stock options for all employees—because everyone deserves to benefit from the success they help to create.
- Dedicated relocation and visa support for those that need it.
- 30 annual vacation days and flexible working hours.
- A generous learning budget to support your personal and professional development and guidance from our internal L&D experts.
- Work from abroad for up to six weeks every year. Just align with your team, and then enjoy your trip.
- Plenty of opportunities to socialise as a team. In addition to internal meetups, our international team hosts regular get-togethers—virtually and in person when possible.
- Free tax declaration filing, of course, through the Taxfix app—and internal support for all personal tax-related questions.
- Have a four-legged friend in your life? We’re happy to have dogs join us in the office.

Excited? So are we. Learn more about Team Taxfix on our blog and get a glimpse of our culture below:
At Taxfix, we believe that incredible things happen when you have a wealth of perspectives and experiences. We're proudly committed to equal employment and development opportunities no matter your gender, race, religion, age, sexual orientation, colour, disability, or place of origin. To help mitigate any potential unconscious biases, we ask that you refrain from including your picture, age, or marital status on your CV. Let your experiences speak for themselves.