Business Operations Manager

About the position

The Business Operations Manager will lead and scale the day-to-day operations of our Tax and Bookkeeping teams. This leader ensures operational excellence, predictable performance, and a world-class client experience.

This is not a technical tax or bookkeeper role.

It is a high-impact operations and leadership position, responsible for:

• Managing coordinators & specialists

• Driving efficiency, quality, and consistency

• Scaling processes across thousands of global clients

• Improving workflows, KPIs, and client satisfaction

• Aligning cross-teams (Customer Success, Product, Finance, etc.)

We are looking for a strong operator who understands people, process, and performance.

Your main responsibilities

Leadership & Team Management

• Lead and mentor Tax and Bookkeeping teams, including supervisors and specialists.

• Create a high-performance culture built on accountability, clarity, and continuous development.

• Ensure proper team allocation, workload balance, and staffing capacity planning.

• Run routines such as 1:1s, performance reviews, coaching sessions, and staffing allocation.

• Build scalable teams prepared for rapid company growth.

Operational Excellence & Process Management

• Oversee daily operations to ensure timely, accurate, compliant deliverables.

• Structure and standardize SOPs, workflows, quality controls, and training resources.

• Identify bottlenecks and implement process automation or improvements.

• Manage seasonal planning (tax season, renewals, deadlines).

• Own operational KPIs and dashboards, reporting weekly and monthly results.

• Support leadership with operational reporting, insights, and strategic recommendations.

Client Experience & Escalation Handling

• Oversee complex client cases and coordinate with Customer Success.

• Improve communication, predictability, and customer satisfaction.

• Reduce escalations through preemptive quality and operational controls.

Cross-Functional Collaboration

• Align operations with Product, Engineering, Sales, and Finance.

• Support product improvements through operational feedback and insights.

• Work closely with leadership on strategy, forecasting, and growth plans.

Minimum knowledge, skills and abilities required

Education and Experience

• 10+ years of experience in Accounting, Finance Operations, Bookkeeping or similar.

• At least 8+ years in leadership roles, managing high-performance teams and operations.

• Previous experience in high-volume operations (BPO, fintech, SaaS, accounting firms).

• Demonstrated success in optimizing processes, workflows, and operational KPIs.

• Fluent in English.

Skills and Abilities:

• Strong leadership, communication, and delegation skills.

• Excellent operational and process-optimization mindset.

• Ability to manage KPIs, dashboards, and operational metrics.

• Familiarity with systems like QuickBooks, TaxDome, Xero, HubSpot, or similar.

• Experience with multicultural remote teams.

You’ll stand out if you…

• Have a background in U.S. bookkeeping, compliance or tax operations.

• Have worked in fast-growth startups, fintech, or BPO environments.

• Speak other languages, such as Portuguese or Spanish.

• Have experience with automation or process-digitization tools.

Type of recruitment

Remote (Colombia, Brazil or United States)