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Duties

WHAT IS THE TAXPAYER EXPERIENCE OFFICE DIVISION? A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions Vacancies will be filled in the following specialty areas: Tax Experience Office in the Portfolio Management Office or Multi-Channel Experience Office. The following are the duties of this position at the full working level. If this vacancy includes more than one grade and you are selected at a lower grade level, you will have the opportunity to learn to perform these duties and receive training to help you grow in this position. Plans, coordinates, and carries through to completion complex projects and analyses relating to the Taxpayer Experience Strategy. Evaluates and devises solutions to program issues impacting taxpayer satisfaction and devises new and innovative solutions to enhancing taxpayer experience, enhancing employee experience, and improving operational efficiencies. Takes a leadership role in the development of program plans, design and issuance of directives and instructions and the development of recommendations to improve the effectiveness of the entire organization. Makes recommendations and influences agency policy relating to the Taxpayer Experience Strategy. Negotiates on policy matters involving organization or operational areas. Prepares directives, issuances, memoranda, policy statements, and other written guidelines and recommendations relating to the Taxpayer Experience Strategy. Meets with managers and executives within the Service to define the overall goals and objectives of the Taxpayer Experience Strategy. Prepares action plans and schedules for various phases of project accomplishment, both short and long-range; ensures that plans are consistent with Service's strategic goals, schedules, and policies. Prepares recommendation for resource requirements to accomplish the Taxpayer Experience Strategy; negotiates with managers of various components of the Service to obtain needed resources and support. Manages project resources to meet goals and objectives. Establishes a system to review, control, and report on Taxpayer Experience Strategy statuses. Develops criteria for evaluating and monitoring effectiveness of programs and tracking effectiveness of recommendations.

Requirements

Qualifications

Federal experience is not required. The experience may have been gained in the public sector, private sector or Volunteer Service. One year of experience refers to full-time work; part-timework is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/year, and indicate number of hours worked per week, on your resume. You must meet the following requirements by the closing date of this announcement: SPECIALIZED EXPERIENCE: Applicants must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-13 level in the Federal Service. Examples of specialized experience includes: Experience using a wide range of analytical and evaluative methods and techniques, both qualitative and quantitative. Experience using management and organizational principles to apply to programs, projects, and studies concerning the efficiency and effectiveness of operations and means to improve them. Experience with project management principles to evaluate complex projects and studies and experience identifying problem areas, trends, deficiencies, or other similar factors affecting operations. Your experience must include experience with budgeting methods and techniques to prepare analyses and estimates. Experience presenting findings, delivering briefings, and negotiating solutions to disputed recommendations, both orally and in writing. Experience communicating orally and in writing on a multitude of subjects and to meet and deal effectively with a wide range of personnel including co-workers, executives, and leaders within and/or outside of an organization. For more information on qualifications please refer to OPM's Qualifications Standards.

Education

For positions with an education requirement, or if you are qualifying for this position by substituting education or training for experience, submit a copy of your transcripts or equivalent. An official transcript will be required if you are selected.

A college or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. For a list of schools which meet these criteria, please refer to Department of Education Accreditation page.

FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof the education credentials have been deemed to be at least equivalent to that gained in conventional U.S. education program. It is your responsibility to provide such evidence when applying. Click here for Foreign Education Credentialing instructions.

Contacts

• Address TXO - Portfolio Management Office 1111 Constitution Ave NW Washington, DC 20224 US
• Name: (ERC) Employee Resource Center
• Phone: 866-743-5748
• Email: [email protected]