DEPARTMENT OF REVENUE

400 West Congress Street, Tucson, AZ

Division of Taxpayer Services

Salary: $54,999

Grade: 21

Closing Date: 

Would you like to be part of an amazing team that helps Arizonans thrive? At the Department of Revenue (ADOR) our mission is to Serve Taxpayers! ADOR is looking for individuals who are committed to service, community, and teamwork. To learn more about ADOR please visit azdor.gov. Come Join the ADOR Team!

The Licensing Division Manager provides strategic leadership and operational oversight for the Cashier Lobby teams in Tucson. This role is responsible for the end-to-end management of payment processing operations, ensuring the accurate application of tax payments and the integrity of daily financial reconciliations. Beyond operational delivery, the Manager drives staff development through coaching and performance management, implements departmental policies, and ensures adherence to internal controls. The Manager also facilitates continuous process improvement initiatives to enhance service efficiency and oversees the processing of licensing, registration, and disclosure forms in alignment with State of Arizona tax regulations.

This position is full time in office M-F at our Tucson location. 

Essential Duties and Responsibilities include but are not limited to:

Supervisory 

• Carries out manager responsibilities in accordance with ADOR’s core values, agency policies, applicable standard work, and applicable laws. 
• Actively participating in the interviewing and hiring processes and ensuring successful functional onboarding of new employees
• Planning, assigning, coordinating and overseeing daily work of direct reports in alignment with strategic, operational, and tactical priorities of the organization
• Which includes the following; Has oversight of daily reconciliation, deposits and end-of-day monies balancing of assigned till, direct payment applications, cash bonds reconciliations, maintain loomis log, sorting all daily transactions
• Conducting regular one-on-one meetings providing constructive, balanced, regular performance feedback, coaching and mentoring
• Setting reasonable stretch performance goals and conducting mid-year and annual performance appraisals
• Recognizing and rewarding performance excellence, culture championship, and continuous improvement efforts
• Communicating and enforcing agency policies and programs
• Applying corrective action, addressing complaints and resolving problems in a timely fashion, involving and collaborating with leadership and Human Resources as appropriate
• Conducts onboarding for new hires
  
  Licensing Management & Operations:
  
• Monitors, proactively mitigates, and communicates workforce, capacity, and scheduling to Sr. Customer Service Manager and manages the facilitating and processing of requests for License and Registration, PMC, Bonding, and Contracting and process payments for all tax types.
  
• Oversees daily operational tasks including processing of suspended applications, handling post office returns, and managing web ticket/email queues.
  
• Maintains work standards, procedures, and methods.
• Collaborates with internal and external stakeholders to facilitate decision-making, clarify information, and resolve operational issues.
  
• Manages work processes and systems; instructs staff members in proper use of complex systems of methods, procedures, rules or regulations used by the team
  
• Writes policy and operating procedures for the unit
  
• Receiving and processing higher-tiered or escalated requests received by phone, mail, and email
  
• Maintaining records for inventory
  
• Performs activities for licensing, bonding, and contracting
  
• Completes performance metrics and present leadership huddles
  
• Inputting application information, issuing license, registration,
  
• Researching and interpreting customer records and documentation in order to resolve complex licensing issues and taxpayer complaints
  
• Performing maintenance on accounts, per taxpayer requests
  
• Conducting evaluations and managing assigned workload and services
  
  Agency/Department Compliance & Continuous Improvement:
  
• Remains current on all laws, regulations, policies, and best practices related to taxation through regular engagement in activities such as: self-directed research, conferring with other practitioners and technical experts; subscriptions to regulatory/legal/industry newsletters and briefs; membership industry associations and attendance at meetings/events; and or participation in training and others continuing education opportunities.
  
• Actively contributes to team and individual effectiveness through the following:
  
• Attends staff meetings and huddles of work unit or district; and may cascade and track information as indicated
  
• Conducts all required training in a timely manner
  
• Shall complete metrics, projects, huddle boards and reports as requested.
  
• Prepares for and actively conducts 1:1 with direct reports
  
• Maximizes work processes and deliverables through lean principles within the Arizona Management System (AMS); and provides recommendations for process improvement, and engages in continuous improvement efforts as assigned
  
  Projects Engagement:
  
• Engages as project business lead and/or SME as applicable, to ensure the successful execution of all mandated and non mandated projects.

          Knowledge

• Knowledge of principles and processes for providing customer and personal services
  
• Knowledge of generally accepted accounting practices, as it applies to cash handling
  
  Skills
  
• Skills in utilizing Artificial Intelligence Systems
  
• Strong verbal, written, and active listening skills
• Strong customer service skills to include conflict de-escalation and resolution techniques
• Strong mathematical skills such as addition, subtraction, multiplication, division, percentage, and averages
• Effective interpersonal skills and demeanor
  
• Effective organization and time management skills with the ability to make measurable progress on several tasks simultaneously and work in high-pressure situations
  
• Proficient in the use of a PC in a Windows environment; in the use of the Internet; in the use of MS Office Applications such as Word and Excel; and in the use of Google Suite applications such as Gmail, Sheets, Docs, and Drive
  
• Proficiency in the use of tax reporting systems
  
• Keyboarding/typing at least 40 wpm and 10-key skill
  
  Abilities
  
• Ability to clear a comprehensive background and clearance process that includes an Arizona tax compliance verification, and a criminal background check through the FBI via level one fingerprint clearance through the Arizona Department of Public Safety
  
• Ability to build, motivate, engage, develop/grow, and retain a high performing team
  
• Ability to work with a high degree of autonomy and also participate collaboratively as part of a team ● Ability to work in a confidential manner, ensuring information is shared with internal and external individuals in an appropriate manner
  
• Ability to understand and solve problems by applying basic analytical skills to include collecting all the relevant information and data needed to address the problem; organizing, classifying and synthesizing the data into fundamental issues; from the information, identifying the most probable causes of the problem; reducing the information down into manageable components; identifying the logical outcomes from the analyses of the data collected; and, identifying the options and solutions for addressing the problems analyzed
  
• Ability to learn and apply LEAN concepts, principles, and tools
  
• Willingness and ability to embody ADOR’s core values of Do the Right Thing, Commit to Excellence, and Care About One Another
  

The ideal candidate for this position will have:
-Bachelor’s Degree in Accounting, Business Administration, or a closely related field
-Previous supervisory experience

The final candidate will be required to abide by the the following pre-employment checks:
-Employment Verification and Reference Checks
-State and Federal Criminal Background Check, including fingerprinting
-Arizona Tax Filing Records Check
-If applicable, ASEDRA Authorized Driver Identification Check

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

The Arizona Department of Revenue offers a comprehensive benefits package to include:
-Affordable medical, dental, life, and short-term disability insurance plans
-Participation in the Arizona State Retirement System (ASRS) and long-term disability plans
-10 paid holidays per year
-Vacation time accrued at 4.00 hours bi-weekly for the first 3 years
-Sick time accrued at 3.70 hours bi-weekly
-Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
-Deferred compensation plan
-Wellness plans
-Tuition Reimbursement
-Infant at Work Program
-Rideshare and Public Transit Subsidy
-Career Advancement & Employee Development Opportunities
-Flexible schedules to create a work/life balance

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

Learn more about the Paid Parental Leave program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

State employees are required to participate in the Arizona State Retirement System (ASRS), the State sponsored retirement contribution plan and the Long-Term Disability (LTD) program after a 27-week waiting period. The ASRS defined benefit plan provides for life-long income upon retirement. You will also have the option to participate in a voluntary deferred compensation program to take advantage of tax-deferred retirement investments.
On, or shortly after, your first day of work you will be provided with additional information about the available insurance plans, enrollment instructions, submission deadlines and effective dates.

If you have any questions, need assistance, or would like to request a reasonable accommodation, please contact tartenian@azdor.gov

*The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer.