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 i