🇩🇪 Berlin, Germany · 19h ago
Business Unit Leader, Expert-Assisted Services (d/f/m)
Taxfix
LinkedInseniorEnglish-friendly
Our storyEvery year, millions struggle with tax filing or miss out on tax refunds. We’re fixing that. Our intuitive app empowers everyone, regardless of background, to file taxes confidently.Operating across Germany, Spain, and the UK, Taxfix Group (Taxfix and Steuerbot) is a team of over 400 professionals—tax experts, developers, and IT specialists—committed to solutions. Since 2016, we’ve enabled over 3.5 billion euros in tax refunds for our customers.The opportunityTaxfix is creating expert-assisted digital tax services, blending software, AI, and licensed human expertise for easier filings. We're hiring a Business Unit Leader, Expert-Assisted Services to drive and scale this business area as a key growth engine.This senior role requires commercial and general management skills—defining customer segments, service design, pricing, demand generation, conversion, retention, and efficient scaling without compromising trust or quality. You’ll balance growth, margin, capacity, costs, and outcomes, working closely with peers across Product, Operations, Marketing/Growth, Data, and Finance, and aligning teams to business and commercial goals.Your responsibilitiesBusiness leadership: Set ambition, priorities, and execution plans, owning revenue, margin, conversion, retention, and outcomes.Customer strategy: Identify high-value segments and craft differentiated propositions and journeys.Pricing and packaging: Build offers addressing diverse needs, complexity, and willingness to pay, ensuring revenue quality and margin.Growth engine: Boost acquisition, booking, retention, and renewal through disciplined experimentation.Service model: Balance demand, expert capacity, quality, handling time, and cost; determine where automation or human expertise adds value.Product, commercial, and ops: Collaborate to translate insights into scalable roadmaps and workflows.AI integration: Apply AI to enhance customer guidance, personalization, delivery, QA, and workflows, maintaining quality and trust.Performance discipline: Create KPIs, forecasts, dashboards, and reviews to drive focus and accountability.Organization building: Define capabilities and ownership, prioritize hiring, and improve cross-functional execution.What success looks likeWithin 12 months: clearer customer/value proposition, structured pricing and offers, and a focused growth plan.Accelerated, more predictable revenue and recurring revenue growth.Improved conversion and retention via better product–customer fit.Stronger margins and unit economics through pricing, scope, and capacity alignment.Scalable operating model integrating automation, AI, and human expertise.Comprehensive commercial and operational KPIs (revenue, conversion, gross margin, time to submit, service quality, CSAT/NPS, chargebacks).Operating cadence enabling faster, data-driven decisions across teams.Your profileExtensive experience in GM, commercial leadership, growth, operations, or BU leadership within tech-enabled services.Direct responsibility for revenue and P&L (pricing, margin, unit economics).Experience scaling hybrid digital/human service models.Deep understanding of service operations (capacity, utilization, quality, CX, cost-to-serve).Track record designing or refining pricing and propositions for varied customer needs.Strong commercial judgment across acquisition, conversion, retention, and recurring revenue.Builder mindset—moving from diagnosis to action.Proven cross-functional leadership beyond hierarchy.Data-driven, hypothesis-led in ambiguous settings.Professional German (C1+) and fluent English.Deep knowledge of the German or DACH consumer market.Relevant backgroundsWe Favor Leaders Who Have Built Or ScaledSoftware- or tech-enabled consumer servicesDigital health, care, coaching, or advisory platformsFinTech, TaxTech, LegalTech with a significant human-service aspectSubscription businesses with operational complexityMarketplaces or managed services balancing demand, expert capacity, and qualityBusinesses integrating digital funnels with human supportA consulting or top-tier academic background helps but cannot substitute for hands-on operational experience and measurable business impact.How you operateThink and act like an owner, making strategic choices.Comfortable with customer segmentation, pricing, margin, utilization, and quality.Use data for decisions, acting without waiting for perfect info.Turn strategy into experiments, operating rhythms, and measurable results.Create cross-functional clarity and rally teams around business goals.Prioritize customer trust and delivering the right service for sustainable growth.Working model and stakeholdersReports to: COO or designated leaderScope: Full business leadership for Expert-Assisted consumer offeringPartners: Product, Operations/Service Delivery, Tax Experts, Marketing/Growth, Finance, Data/Analytics, Legal, PeopleModel: Cross-functional, in close partnership with senior leadersInitial focus: Germany, with potential to expandWhy Taxfix?Meaningful, people-focused work within an international, passionate teamFree mental health coachingMonthly flexible allowance for various servicesEmployee stock options for all30 annual vacation days and flexible hoursGenerous learning budget and supportUp to six weeks a year working abroadFrequent team social events, both virtual and in-personFree personal tax filing with the app and internal supportDog-friendly officeLearn more about Team Taxfix on our blog.At Taxfix, we champion diversity and equal opportunity, valuing a rich mix of experiences. Please don’t include your picture, age, or marital status on your CV—let your achievements speak for themselves.Not sure you meet all the requirements? Apply anyway—we value unique skills you may bring!Sourced from LinkedIn. Relocantly aggregates public job postings; apply on the original site.