Why Work at Mercer Advisors?
For 40 years, Mercer Advisors has worked with families to help them amplify and simplify their financial lives. How? By integrating financial planning, investment management, tax, estate, insurance, and more, all managed by a single team. Today we proudly serve over 31,300 families in more than 90 cities across the U.S. Ranked the #1 RIA Firm in the nation by Barron’s, we are an independent, national fiduciary legally obligated to always act in the best interest of our clients.*
Mercer Advisors offers a distinct work environment that stands out in the financial industry. Our overall employee base and client-facing team are composed of 50% women, reflecting our commitment to diversity. We attract top talent from across the country, with no formal headquarters and flexible working arrangements, allowing us to assemble the best team possible.
Join us and be a part of a team dedicated to making a meaningful impact on the financial lives of families across the country.
* Mercer Advisors was ranked #1 for RIA firms with up to $70 billion in assets. The Barron’s top RIA ranking is based on a combination of metrics – including size, growth, service quality, technology, succession planning and others. No fee was paid for participation in the ranking, however, Mercer Advisors has paid a fee to Barron’s to use the ranking in marketing. Please see important information about the ranking criteria methodology here.
Job Summary:
The Director, Client Experience & Business Operations (Tax) is accountable for end-to-end operational excellence and a seamless advisor + client experience across Mercer Advisors Tax Services. This leader will drive client excellence by focusing on quality and experience outcomes. Simultaneously, the Director will focus on operating leverage, capacity, and efficiency. The work ahead of us is exciting for our clients and our internal employees. This leader will redesign processes, strengthen operating rhythms, improve cross-functional handoffs, and partner with Technology, Wealth Management, Business Intelligence, and Wealth Solutions leadership to modernize the tax delivery engine. This is a highly cross-functional role spanning Tax, Wealth Management teams, Client Service, Product/Technology, and Operations.
The work directly supports Mercer’s objectives to improve client experience, support client retention, and unlock productivity improvements for our tax teams. There is significant change management inherent in this role, and we are looking for both aptitude for partnership & collaboration and intellectual strength.
Essential Job Functions for this role include:
1) Own the End-to-End Tax Experience (Client + Advisor)
- Define and execute a consistent, multi-channel Tax client experience and advisor experience, including onboarding, delivery, updates/communications, and “moments that matter.” This may be tailored for tax-only clients and / or clients with varying complexity.
- Establish and operationalize VOC/VOF listening posts and convert insights into prioritized fixes and measurable improvements.
- Create or refine playbooks (e.g., onboarding, handoffs, escalations, seasonal readiness) to provide an excellent client experience: timely, clear, and consistent.
2) Drive Operating Leverage, Capacity, Efficiency & Quality
- Lead process redesign to improve experience, quality, and throughput across tax workflows (quoting/routing, ongoing communication, intake, prep, review, delivery).
- Build an operating system for Tax that includes: capacity planning, work segmentation, load balancing, SLAs, and clear ownership
- Reduce administrative burden on Tax managers and teams by simplifying workflows, clarifying roles, and implementing scalable support mechanisms
3) Operational Telemetry & Business Management
- Establish and maintain operational telemetry (dashboards, KPIs, routines) to provide transparency into volume, cycle times, WIP, quality, and bottlenecks.
- Define, track, and report key outcomes such as experience, productivity, and adoption — and lead monthly/quarterly performance reviews with action plans.
4) Cross-Functional Delivery & Tech Enablement
- Partner with Technology/Product and Tax leadership on Tax tech stack initiatives (e.g., onboarding tooling, document sharing, workflow automation, Aspen-related enhancements) and ensure “operational readiness”
- Translate operational pain points into clear business requirements; drive change management, training enablement, and adoption across stakeholders.
5) Leadership & Stakeholder Management
- Demonstrate comfort and competence in the face of change management. Serve as a senior cross-functional leader who can align Tax, Wealth Management, Client Service, and Operations partners around priorities, sequencing, and accountable execution.
- Build strong relationships with Tax leaders, advisors, and client service teams; act as an escalation point for systemic issues and help remove blockers quickly.
Success Measures
Improved tax client experience demonstrated by client and advisor satisfaction along with productivity metrics (returns / FTE).
- Reduced onboarding cycle time and fewer handoff failures / rework.
- Increased tax team capacity and productivity via workflow segmentation and reduced admin burden.
- Increased transparency through operational telemetry and operating rhythms.
- Measurable adoption of process/technology enhancements across tax stakeholders.
Knowledge, Skills, and Abilities:
- 10+ years of progressive experience in business operations, operating model design, operational excellence, client experience, or equivalent (financial services, professional services, or scaled service operations strongly preferred).
- Demonstrated success leading cross-functional transformations: process redesign, KPI instrumentation, and change adoption.
- Strong analytical skillset: ability to build/interpret operational metrics, diagnose constraints, and prioritize high-impact fixes.
- Exceptional stakeholder leadership: aligns diverse teams, influences without authority, and drives accountability through routines.
Preferred Qualifications
- Experience supporting tax, accounting, or seasonal professional services operations (peak planning, quality controls, workflow tooling).
- Familiarity with VOC programs, journey mapping, and experience measurement frameworks.
- Lean / Six Sigma / PMP or similar training.
Work Schedule:
This professional role requires availability during standard business hours of Monday through Friday from 8AM to 5PM. At times, the role may have early or late hours to meet business tasks and deadlines for external and internal client needs.
All roles classified as a non-exempt are required to record working time into the timekeeping system daily at the start and end of each workday plus a 30-minute unpaid lunch period.
Working Conditions:
This position may be in a professional office environment or a dedicated home office workspace which is free of interruptions. Whether position is in a dedicated office space or home office workspace, basic technology needs will be provided to satisfy position requirements. Routinely sitting and standing for periods of time. No heavy lifting over 10 lbs.
Actual base pay within this range will be based on a variety of factors, including but not limited to the applicant’s geographic location, relevant experience, education, skills and licenses/certifications. This position is also eligible to earn incentive compensation through one of Mercer Advisors’ incentive compensation programs.
Benefits:
Mercer Advisors offers a competitive and robust benefit package to our employees. Our benefit programs are focused on meeting all of our employees and their eligible dependents health and welfare needs. We offer the following:
- Company Paid Basic Life & AD&D Insurance
- Company Paid Short-Term and Long-Term Disability Insurance
- Supplemental Life & AD&D; Short-Term Disability; Accident; Critical Illness; and Hospital Indemnity Insurance
- Three medical plans offerings including two High Deductible Health Plans and a Traditional Co-Pay medical plan.
- Health Savings Account (HSA) with company contributions on a per pay period basis if enrolled in either HDHP medical plan.
- Two comprehensive Dental Plans
- Vision Insurance Plan
- Dependent Care Savings Account for child and dependent care.
- 14 Company Paid Holidays with a full week off at Thanksgiving.
- Generous paid time off program for vacation and sick days
- Employee Assistance Plan
- Family Medical Leave
- Paid Parental Leave (6 weeks)
- Maternity benefits utilizing company paid STD, any supplemental STD, plus Parental Leave (6 weeks) to provide time for recovery, baby bonding, and enjoying your family time.
- Adoption Assistance Reimbursement Program
- Company Paid Concierge Services for you and your loved ones for the spectrum of caring needs for your aging parents, young children, life’s challenges and more.
- 401(k) Retirement Plan with both Traditional and Roth plans with per pay period match
- Pet Insurance
We are not accepting unsolicited resumes from agencies and/or search firms for this job posting.
Mercer Advisors provides equal employment opportunity to all applicants and employees without regard to age, color, disability, gender, marital status, national origin, race, religion, sexual orientation, gender identity and expression, physical or mental disability, genetic predisposition or carrier status, or any other characteristic protected by law in accordance with all applicable federal, state, and local laws. Mercer Advisors provides equal employment opportunity in all aspects of employment and employee relations, including recruitment, hiring, training and development, promotion, transfer, demotion, termination, layoff, compensation, benefits, and all other terms, conditions, and privileges of employment in accordance with applicable federal, state, and local laws.
Applicants have rights under federal employment laws:
- Family and Medical Leave Act (FMLA)
- Employee Polygraph Protection Act (EPPA)
- Equal Employment Opportunity (EEO)
U.S. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. Mercer Advisors participate in E-Verify to confirm work authorization.
- E-Verify
- Right to Work
If you are a resident of California, learn more about Mercer's California Consumer Privacy Policy here.
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