Money Coach - Tax Team Lead

Overview

This role leads a remote or hybrid tax coaching team focused on delivering measurable member outcomes and meeting contract performance requirements. You will recruit, train, and manage tax-focused Money Coaches, oversee coaching operations, use performance data to drive continuous improvement, and coach members directly up to 40% of the time.

Experience working with military service members and their families is a strong plus.

Responsibilities

Team Leadership

• Recruit, onboard, and develop a team of tax Money Coaches
• Build coach skills through ongoing training and performance coaching
• Set clear expectations, provide regular constructive feedback, and recognize strong performance

Operations and Contract Delivery

• Translate team strategy into practical operating plans
• Design and maintain coaching processes that balance member access, coaching quality, and efficient use of coach time
• Meet service levels and reporting requirements set by the contract

Data and Reporting

• Produce contract and team performance reporting
• Analyze coaching metrics to identify trends, gaps, and opportunities
• Use data insights to implement concrete improvements in team skills and coaching methods

Member Experience

• Partner across the organization to improve member experience and increase engagement and progress
• Collect member success stories that demonstrate sponsor value

Direct Coaching

• Coach members directly up to 40% of the time
• Deliver high-quality sessions that earn strong member satisfaction ratings
• Help members reduce financial stress, improve financial habits, and get more from their sponsor benefits
• Handle escalated member calls with professionalism, empathy, and sound judgment—resolving complex concerns, de-escalating challenging situations, and maintaining service and quality standards

Expected Outcomes

• A well-run coaching operation with consistent, high-quality coaching and effective use of coach time
• A strong, cohesive team where coaches are skilled, supported, and help members reach financial goals
• Reliable delivery of service levels and reporting requirements on schedule
• Measurable member progress reflected in gains in progress, outcomes, and satisfaction that can be communicated as sponsor ROI stories
• Continuous improvement where performance data shapes coaching, training, and the member experience

Qualifications & Experience

Required

• Government Tier 2 Public Trust
• Minimum of 5 years of tax experience
• Bachelor’s degree in business, finance, psychology, or a related field
• 3+ years managing teams in coaching, counseling, financial services, or customer success
• Strong understanding of personal finance, behavioral economics, and financial wellness
• Proven success in coaching or advisory roles, including a record of driving behavior change and measurable outcomes
• Experience with coaching platforms, CRM systems, and performance analytics tools

Preferred

• Enrolled Agent (EA) or CPA
• Financial counseling or coaching certification
• Prior military experience, or experience supporting military service members and their families

Compensation & Benefits

Not specified in the provided description.

Location

Full-time, remote or hybrid.