Director, Enrollment & Onboarding (Tax)

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.

• →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.

• →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

• 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

Our commitment to inclusion is woven into our DNA. We believe that we are strongest when we embrace the voices of our employees, customers, partners, and the communities we serve. 

We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, ethnicity, religion, sex, sexual orientation, gender identity, transgender status, pregnancy, national origin, age (age 40 and over), disability, genetic information, marital status, hair texture or hairstyle, ancestry, service in the uniformed services, protected veteran status, status as a victim of domestic violence or any other class protected by federal, state and local laws.

Please click here to learn more about our benefits and review information about our Privacy Policy, Affirmative Action Plan and other notices. Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. For assistance completing an application, please contact a Pathward People & Culture Representative by emailing – careers@pathward.com

Please click here to view Pathward's Applicant Privacy Notice.

Applications will be accepted for a minimum of 3 days after posting, and there is no predetermined date by which applications should be submitted.

We encourage you to be cautious of hiring scams that impersonate Pathward. Copy and paste the following URL into your browser to learn more: https://www.pathward.com/about-us/people-culture/careers/