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About the Role

The Complex Tax Operations team supports the TaxJar product and broader Tax Operations and Delivery teams by increasing operational effectiveness. The team resolves complex operational issues and escalations while helping the organization to support new capabilities before they scale. This role involves managing high-stakes, ambiguous escalations, investigating complex anomalies, and coordinating across teams to ensure they don't happen again.

Responsibilities

Manage complex escalations: Own high-risk, cross-functional issues, ensuring timely resolution and closure.
Investigate root causes: Conduct deep-dive analyses into recurring operational problems to distinguish systemic issues from isolated incidents.
Drive operational visibility: Provide insights into friction points and mitigation strategies using metrics and reporting.
Partner cross-functionally: Collaborate with operations, product, and leadership to resolve operational blockers and advocate for permanent solutions.
Navigate ambiguity: Connect relevant people, data, and context to bring clarity to unstructured situations.
Support operational readiness: Prepare for external regulatory or system changes to support new capabilities.
Elevate the experience: Improve operator and user experiences through strategic prevention and resolution frameworks.

Requirements

3+ years of experience in high-growth operations, escalation management, or process improvement.
Proven ability to resolve complex, unstructured issues logically.
Exceptional prioritization skills with ability to manage multiple high-stakes tasks efficiently.
Excellent communication and collaboration skills, particularly with non-technical audiences.
Comfort working in ambiguous and high-accountability environments.
Experience in tax operations, sales tax automation, financial services, or regulated environments.
Understanding of operational workflows, including filing processes and risk management.
Experience working with product or engineering teams to automate tools and processes.
Familiarity with root cause analysis or continuous improvement methodologies (e.g., Lean, Six Sigma).
Experience collaborating with operations leads and senior stakeholders on strategy alignment.

Skills

Clear communicator: Ability to translate complex analysis into actionable insights.
Collaborative partner: Effective working relationships with operations, product, and leadership teams.
Curious investigator: Proactive in asking "why" to fully understand issues.
Systems thinker: Ability to see operational connections and identify improvements.
Builder mindset: Develop infrastructure for team self-sufficiency in answering questions.

Experience Level

3+ years of experience

About the Company

Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career.