DEPARTMENT OF REVENUE

Funding Arizona’s future through excellence in innovation, exceptional customer service and public servant-led continuous improvement.

All Arizona State employees operate within the Arizona Management System (AMS), an intentional, results-driven approach for doing the work of state government. Our goal is for every ADOR team member to reflect on individual and team performance, reduce waste, and commit to continuous improvement with sustainable progress. Through AMS, every ADOR team member seeks to understand customer needs, identify problems, improve processes, and measure results.

SUPERVISOR, ERROR RESOLUTION

Job Location:

Processing Division

1600 W Monroe St. Phoenix, AZ 85007

Posting Details:

Salary: $55,000

Grade:22

Closing Date: 3/17/2026

Job Summary:

The Supervisor, Error Resolution is responsible for supervision for an Error Resolution Team, as assigned, which consists of team members analyzing, investigating, and adjusting tax documents and payments for a variety of tax types within the Tax Accounting System (TAS). This role oversees the operations of the Error Resolution Program, and collaborates with internal and external stakeholders to meet agency and taxpayer needs.

Supervision:

This position oversees a team of Error Resolution Specialists, including employees and contractors.

Supervisory

Carries out supervisory responsibilities in accordance with ADOR’s core values, agency policies, applicable standard work, and applicable laws.
Actively participates in the interviewing and hiring processes and ensures successful functional onboarding of new employees
Plans, assigns, coordinates and oversees daily work of direct reports in alignment with strategic, operational, and tactical priorities of the organization
Conducts regular one-on-one meetings providing constructive, balanced, regular performance feedback, coaching and mentoring
Sets reasonable stretch performance goals and conducting mid-year and annual performance appraisals
Recognizes and rewards performance excellence, culture championship, and continuous improvement efforts
Communicates and enforces agency policies and programs
Applies corrective action, addressing complaints and resolving problems in a timely fashion, involving and collaborating with leadership and Human Resources as appropriate

Functional/Operations Program Management

Ensures the processing of tax documents are timely and accurately posted to taxpayers accounts; monitors and responds to team metrics to ensure goals and targets are being met
Prioritizes, distributes, and reviews the daily work of staff; oversee employees production and quality control to ensure targets are met; and delegates production and non-production related tasks to team members
Creates, maintains, and monitors multiple reports related to the work being conducted by the assigned Error Resolution Team
Answers common, escalated, and/or complex emails from other departments to resolve taxpayers accounts
Participates in establishing and maintaining policies and procedures; ensuring employees are properly trained, coached, and have the resources necessary to perform their jobs; monitoring attendance, work schedules, accuracy of work performed, and production statistics of staff; making hiring and discipline recommendations
Maintains awareness of legislative initiatives to ensure returns and payments will follow legal requirements
Serves as a point-of-contact and assists with escalated, complex error resolution issues
Works in partnership with their counterparts to address Office of the Auditor General’s annual financial audits and questions on taxpayers accounts
Serves as a lead and/or backup for Transaction Privilege Tax soft close to ensure monies are distributed to cities and towns of Arizona

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 complete periodic metrics, projects, huddle boards and reports as requested.
Prepares for and actively participates in 1:1 coaching with supervisor
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

Creates, maintains, and monitors multiple reports related to the work being conducted by the assigned Error Resolution Team
Prioritizes, distributes, and reviews the daily work of staff; oversee employees production and quality control to ensure targets are met; and delegates production and non-production related tasks to team members
Engages as project business lead and/or SME as applicable, to ensure the successful execution of all mandated and non mandated projects.

Knowledge, Skills & Abilities (KSAs):

Knowledge/Understanding

Knowledge and understanding of banking credits and debits, accounting and taxation
Knowledge of the integrated tax system (TAS)
Knowledge of statutes applicable to tax reporting
Knowledge of confidentiality requirements regarding tax information
Knowledge of return filing instructions and electronic filing requirements
Knowledge of Federal and State laws, rules and regulations

Skills

Strong verbal, written, and listening communication skills
Strong mathematical skills to include addition, subtraction, multiplication, division, average, percentage, and interest
Strong organization and time management skills with the ability to manage multiple projects simultaneously and work in high-pressure situations to meet deadlines.
Effective 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.
Proficient in the use of tax reporting systems such as TAS

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 both independently and collaboratively as part of a team
Ability to build, motivate, engage, develop/grow, and retain a high performing team
Ability to work in a confidential manner, ensuring information is shared with internal and external individuals in an appropriate manner
Ability to build strong working relationships and partnerships with internal and external customers and stakeholders
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.
Ability to stay up to date on current tax laws, statutes, regulations, codes, and court rulings
Willingness and ability to embody ADOR’s core values of Do the Right Thing, Commit to Excellence, and Care About One Another

Selective Preference(s):

Bachelor’s Degree in Business, Public Administration, Accounting or a related field
Experience with Continuous Improvement/LEAN
Previous experience with program and people management

Pre-Employment Requirements:

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.

Benefits:

The State of Arizona provides a world class comprehensive benefits package including:

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
Stipend Opportunities
Infant at Work Program
Rideshare and Public Transit Subsidy
Career Advancement & Employee Development Opportunities
Flexible schedules to create a work/life balance

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

Retirement:

State employees are required to participate in the Arizona State Retirement System (ASRS).
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.

ARIZONA MANAGEMENT SYSTEM (AMS)

All Arizona state employees operate within the Arizona Management System (AMS), an intentional, results-driven approach for doing the work of state government whereby every employee reflects on performance, reduces waste, and commits to continuous improvement with sustainable progress. Through AMS, every state employee seeks to understand customer needs, identify problems, improve processes, and measure results.
State employees are highly engaged, collaborative and embrace a culture of public service.

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

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