Money Coach – Tax Lead

Department & Reporting

• Department: Financial Coaching

• Reports to: VP of Financial Coaching

• Position type: Full-time, remote or hybrid

• Direct reports: Tax Money Coaches

Role Win

Build a high-performing tax coaching team by setting clear standards, developing coaches, and using data to deliver measurable member outcomes and contract results.

Role Summary

The Money Coach – Tax Lead plays a central role in MSA's mission to transform financial well-being through personalized coaching. This position connects strategy with day-to-day delivery: leading a team of tax-focused Money Coaches, keeping coaching operations running smoothly, meeting the service levels set by the contract, and using data to keep improving how we coach. The Lead also coaches members directly for up to 40% of the time, so they stay close to the work and lead by example. Experience with military service members and their families is a strong plus. When this role is successful, tax consultants are equipped and supported to deliver accurate, timely, and high-quality tax guidance, members feel confident navigating their tax-related questions, and program partners see consistent service excellence, operational efficiency, and strong member satisfaction. 

Key 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, give regular constructive feedback, and recognize strong work

Operations and Contract Delivery

• Turn the coaching team's strategy into practical operating plans

• Design and maintain coaching processes that balance member access, quality, and efficient use of coach time

• Meet the service levels and reporting requirements set by the contract

Data and Reporting

• Produce contract and team performance reporting

• Analyze coaching metrics to spot trends, gaps, and opportunities

• Turn what the data shows into concrete improvements in team skills and coaching methods

Member Experience

• Work with partners across MSA to improve the member experience and increase engagement and progress

• Collect member success stories that show 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 ensuring a positive member experience while maintaining service and quality standards. 

Expected Outcomes

• A well-run coaching operation. Members get consistent, high-quality coaching, and coach time is used well.

• A strong, cohesive team. Coaches are skilled, supported, and consistently help members reach their financial goals.

• Contract commitments are met. Service levels and reporting requirements are delivered reliably and on time.

• Measurable member progress. Members show clear gains in progress, outcomes, and satisfaction that become compelling sponsor ROI stories.

• Continuous improvement. Performance data shapes how the team coaches, trains, and designs the member experience, keeping MSA ahead in financial wellness coaching.

Core Competencies

• Operational Discipline: Builds and runs processes and workflows that deliver strong results without sacrificing quality.

• People Leadership: Builds, develops, and motivates high-performing teams through coaching, feedback, and recognition.

• Data-Driven Decision Making: Reads performance metrics, spots meaningful patterns, and turns insights into practical improvements.

• Tax and Coaching Expertise: Understands individual tax, financial coaching methods, behavior change, and how adults learn.

• Member-Centered Focus: Designs experiences around member needs while delivering measurable financial wellness gains.

• Problem-Solving Agility: Spots operational challenges early and puts solutions in place that balance member experience with business goals.

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, with 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