DEPT 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.

Senior Manager, Taxpayer Services

Job Location:

Address:  1600 W Monroe st, Phoenix AZ 85007

Posting Details:

Salary: $75,0000 per year 

Grade: 19

Closing Date: Wednesday December 17 at 5pm 

Job Summary:

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.

Job Duties:

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 i