Business Unit Leader, Expert-Assisted Services (d/f/m)

Location: Berlin Workplace: Hybrid OUR STORY Every 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 OPPORTUNITY Taxfix 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 RESPONSIBILITIES - Business 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 LIKE Within 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 PROFILE - Extensive 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 BACKGROUNDS We favor leaders who have built or scaled:   - Software- or tech-enabled consumer services - Digital health, care, coaching, or advisory platforms - FinTech, TaxTech, LegalTech with a significant human-service aspect - Subscription businesses with operational complexity - Marketplaces or managed services balancing demand, expert capacity, and quality - Businesses integrating digital funnels with human support   A consulting or top-tier academic background helps but cannot substitute for hands-on operational experience and measurable business impact.   HOW YOU OPERATE - Think 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 STAKEHOLDERS Reports to: COO or designated leader Scope: Full business leadership for Expert-Assisted consumer offering Partners: Product, Operations/Service Delivery, Tax Experts, Marketing/Growth, Finance, Data/Analytics, Legal, People Model: Cross-functional, in close partnership with senior leaders Initial focus: Germany, with potential to expand   WHY TAXFIX? - Meaningful, people-focused work within an international, passionate team - Free mental health coaching - Monthly flexible allowance for various services - Employee stock options for all - 30 annual vacation days and flexible hours - Generous learning budget and support - Up to six weeks a year working abroad - Frequent team social events, both virtual and in-person - Free personal tax filing with the app and internal support - Dog-friendly office   Learn more about Team Taxfix https://medium.com/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!