Job Summary:

To maintain and ensure client satisfaction it is necessary to invest in a new role. Our middle managers, who are pivotal to the smooth operation of our business, need more concentrated support and direction. The current constraints on time and resources have made it challenging to provide them with the necessary guidance and assistance. This is impeding their ability to lead their teams effectively. This role will allow us to build the appropriate foundation for sustained growth, improved performance and improved client satisfaction and retention.

• Lead and Oversee Teams: Directly manage delivery teams (Revenue, Business License, DRE) within the Tax and License Administration Business Unit, ensuring that all team members are aligned with the organization’s objectives and performing at their highest potential.

• Training and Development: Continuously identify training needs and opportunities, implementing programs to enhance the skills and knowledge of team members.
• Performance Management: Conduct regular performance evaluations, providing constructive feedback and setting clear expectations for future performance.
• Ensure SLA Compliance: Monitor and ensure that all teams are adhering to Service Level Agreements, maintaining a suitable answer and response time to inbound support calls in emails. In addition, to ensuring tax payments are processed accurately and timely.
• Quality Assurance: Implement and oversee a quality assurance program to ensure accuracy in payment processing and taxpayer support.
• Manage Taxpayer Support Desk: Oversee support desk operations, ensuring that all taxpayer inquiries and emails are addressed promptly and effectively.
• SOP’s: Refine and reestablish Standard Operating Procedures ensuring consistency and efficiency across the team.
• KPI Development: Develop and Monitor KPI’s to gauge team performance to identify opportunities for improvement.
• Revenue Focus: Maintain a strong focus on revenue generation, identifying opportunities to enhance efficiency and drive financial success.
• Strategic Planning: Contribute to the development of strategic plans for the department, aligning team objectives with organizational goals.
• Leadership Development: Identify and nurture potential leaders within the teams, providing mentorship and guidance to foster a strong leadership pipeline.
• Ad Hoc Projects: Take on additional projects and responsibilities as required by other Sr. Leadership.
• Client Relations Support: Must collaborate with our internal client relations team and customer success managers to ensure contract renewal, upsells and new business targets are achieved.
• Travel: 5%-25%. Travel will be required and will be based on the business need.

Education and Experience:

• 10 years of total experience in operations management in a similar setting.
• Bachelor’s degree preferred, but not required.
• Experience working with state and local government is required.
• Proven ability to develop and implement effective operations procedures.
• Experience with CRM software and other relevant tools
• Must have extensive experience in managing multiple direct reports, with a cumulative responsibility of managing teams comprising over 50 Full Time Employees.

Knowledge, Skills, and Abilities:

• Excellent Communication and Interpersonal Skills
• Must be detail oriented with a focus on accuracy and quality.
• Must be proficient in Microsoft Word, Excel, and Outlook.
• Advanced knowledge of state and local tax laws and procedures required.
• Advanced understanding of accounting principles and transactions with the ability to analyze tax sensitive general ledger accounts.
• Must possess thorough knowledge of Alabama Taxpayer Bill of Rights, Alabama Business Tax requirements
• Ability to work on multiple projects simultaneously.
• Strong conceptual thinking skills to drive process automation and enhance productivity.
• Ability to remain focused during reprioritization.
• Exceptional composure and sound judgement in high-pressure situations, ensuring positive interaction with clients and team members.
• Advanced proficiency with Microsoft Office.

Work Environment:

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• The noise level in the work environment is usually moderate as the employee works in an office setting, at an individual workstation, using telephone and computer. 5%-25% will be required to travel.

Physical Demands:

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• Must be able to remain in a stationary position for most of the day
• Constantly operates a computer and other office productivity machinery, such as a printer/copy machine
• This position needs to occasionally move about inside the office
• The person in this position frequently communicates via telephone

Avenu Summary:

Avenu provides local governments with ways to achieve more predictable revenue that supports growth, fuels modernization and ensures compliance with mandated but underfunded programs. Avenu’s revenue enhancement and administrative solutions find and recover license, permit and other taxes that cities and counties struggle to collect. The insights and improved fiscal posture enables governments to deliver expected services and sustain a high quality of life for residents.

Avenu is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age.