DEPT OF REVENUE

Address:  1600 W Monroe st, Phoenix AZ 85007

Salary: $75,0000 per year 

Grade: 19

Closing Date: Wednesday December 17 at 5pm 

The Senior Manager for Taxpayer Services is a key leadership role for strategically overseeing the comprehensive operational effectiveness and performance for critical, public-facing taxpayer services across the Phoenix, Mesa, and Tucson locations. This role is responsible for ensuring the consistent delivery of accurate, timely, and exceptional customer service across all communication channels (in-person, phone, and digital) for complex tax-related inquiries. The Senior Manager will champion a culture of continuous improvement, leveraging the Arizona Management System (AMS) principles to optimize processes, lead a high-performing multi-site management team, manage major escalations, and align service delivery with ADOR’s mission to serve taxpayers and fund Arizona’s priorities.

Supervision:
This position has three supervisory direct reports who oversee a team of 16-20 FTE and temporary employees in individual contributor roles.This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures.

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

Carries out supervisory responsibilities in accordance with ADOR’s core values, agency policies, applicable standard work, and applicable laws. Responsibilities include:
- 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
- Conducts 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.

Talent Management
In collaboration with the Deputy Assistant Director/Assistant Director and Talent, develops and executes a plan for retaining and developing talent to meet current and future business objectives to include:
- Engaging in performance management calibration and talent review evaluations
- Collaborating with direct reports on their professional development and growth
- Inspiring staff to continue to build their skill and craft while keeping ahead of the curve for the future challenges
- Training, mentoring, and coaching employees
- Assisting with developing leadership succession plans for the department.

Operational Management & Strategic Alignment
- Oversees the day-to-day operations of all customer service programs as assigned, including cashiering, inbound/outbound calls via the Genesys phone system, emails, casework, and mail correspondence to include the following:
System Oversight: Oversee the effective use of customer service technology (e.g. Genesys, TAS, iNovah, AZTAXES, STARS) and ensure data integrity in documenting taxpayer interactions
Workforce Management (WFM): Develop and manage staffing models, scheduling, and resource allocation across the three locations to meet service level agreements (SLAs) for call, walk-in, and digital volumes

Ensures strategic alignment of operational plans and programs:
- Partner with leaders in other divisions and departments (e.g., Education & Compliance, Processing, Legal, IT, and Revenue Accounting) to resolve cross-functional issues, align customer service priorities, and address root causes of common taxpayer problems
- Contribute to the Inquiries and Requests budget by providing data-driven insights into future staffing, training, and technology needs for the multi-site environment.
- Analyze service delivery data (volumes, first contact resolution, accuracy rates) to identify systemic trends, opportunities for proactive taxpayer education, and service gaps
- Act as primary unit liaison with key external licensing administrators (cities/towns) to gather feedback and communicate ADOR licensing service updates.

Key Service Delivery
- Taxpayer Experience: Strategically oversee the consistent delivery of exceptional service for complex inquiries related to income, transaction privilege tax (TPT), licensing and other programs
- Policy Development: Develop, implement, and continually refine customer service policies, procedures, and best practices for handling a wide range of inquiries across all communication channels (in-person, phone, chat, email)
- Escalation Management: Serve as the senior point of escalation for complex, high-visibility, or sensitive taxpayer inquiries and grievances that cannot be resolved at the supervisory level
- Quality Assurance: Establish and maintain robust quality assurance programs across all sites to monitor the accuracy, professionalism, and timelines of information provided to taxpayers
External Stakeholder Support: Oversee communication protocols and coordination with external partners, including municipal governments (cities/towns), county, and third party vendors, to ensure seamless TPT administration, and compliance support for mutual taxpayers.

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
     -Completes all required training in a timely manner.
     -Participates in assigned work teams as appropriate.
     -May completes periodic metrics, projects, huddle boards and reports as requested.
     -Prepares for and actively participates in 1:1 coaching with supervisor
-Serves as Subject Matter Expert (SME) on topics of contact center related technology enhancement, integration and deployment initiatives
-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 leader, project business lead, and SMEs as applicable to ensure the successful execution of all mandated and non mandated projects.
Other duties as assigned

Education & Experience
-Any combination that meets the knowledge, skills and abilities (KSA); typical ways KSAs are obtained may include but are not limited to: a relevant degree from an accredited college or university such as Bachelor’s Degree (e.g., B.A.), training, coursework, and work experience relevant to the assignment.
-Minimum of five years related experience in customer service across multiple channels, including live chat, a sophisticated phone system, customer facing lobby activities, and email
-Minimum of two years’ supervisory/people management experience

Licenses & Certifications
None

Knowledge/Understanding
-Knowledge of Federal and State laws, statutes, rules, regulations, policies, and procedures governing tax transactions, withholding, corporate tax, licensing/registration requirements/determinations. r
-Knowledge of Federal and State laws, statutes, rules, regulations, policies, and procedures regulating confidentiality requirements
-Expert knowledge of generally accepted accounting practices (GAAP) as applied to high-volume cashiering, reconciliation, and cash handling operations
-Deep knowledge of best practices for multi-channel customer service delivery, including conflict de-escalation and confidentiality requirements.
-Understanding of organizational transformation modes, specifically LEAN concepts and Arizona Management System (AMS) principles. ons

Skills
-Strong verbal, written, and listening communication skills
-Excellent customers services acumen and skills
-Effective organization and time management skills with the ability to manage multiple projects simultaneously and work in high-pressure situations
-Effective project management skills with the ability to lead, direct the work of teams without formal supervisory authority
-Excellent interpersonal skills and demeanor
-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 Outlook, Word and Excel, -PowerPoint; and in the use of Google Suite applications such as GMail, Sheets, Docs, and Drive; and in the use of ticketing systems such as Genesys

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 work with a high degree of autonomy and also participate collaboratively as part of a team
-Ability to establish and maintain an inclusive and innovative environment that collaborates and empowers others to be engaged in the mutually beneficial outcome
-Ability to manage, coach, and develop managers and staff across diverse customer service functions (Lobby, Cashiering, Licensing)
-Ability to function effectively and make measurable progress on multiple strategic and operational tasks simultaneously in a high-volume, high-pressure, public-facing environment.
-Ability to understand and solve problems by applying intermediate 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.
-Willingness and ability to embody ADOR’s core values of Do the Right Thing, Commit to Excellence, and Care About One Another

Additional Job Demands
-In the course of performing the essential duties one must be able to exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.
-No substantial exposure to adverse environmental conditions (such as in typical office or administrative work.)

-Bachelors Degree in Business, Public Administration, or a related field
-Previous experience with Continuous Improvement Methodology/Lean, directly supporting the “championing a culture of continuous improvement” mandate.
-Experience with system oversight and high-level proficiency in Workforce Management (WFM) tools (e.g., Genesys, specialized software) for accurate forecasting and resource allocation across multiple sites and channels.
-Experience with implementing talent management strategies that result in measurable improvements in employee engagement, retention, and service culture.

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 State of Arizona provides a world class comprehensive benefits package including:
-Paid time off for holidays, sick days, annual leave, military leave, bereavement leave, and civic duty leave
-Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
-A robust and affordable insurance plan that includes medical, dental, vision, life insurance, short-term, and long-term disability options.
-Higher education discounts for State employees and tuition reimbursement up to $5,250 per fiscal year, available to seek further career advancement or certification in Continuing Professional Education.
-Work-life balance and additional options for life betterment such as the Infant at Work Program, State Wellness Program, Public Transit Discounts, Alternate Work Schedules, and Telework opportunities.

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 pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Top ranked Arizona State Retirement System (ASRS) provides 100% employer matched contributions (enrollment eligibility will be effective after 27 weeks of State employment). ASRS provides a lifelong benefit based on years of service earned, or worked, and your ending salary. Learn more about ASRS at: https://www.azasrs.gov/content/new-and-prospective-members.

If you have any questions, need assistance, or would like to request a reasonable accommodation, please contact the ADOR Talent Team at talentgroup@azdor.gov.


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