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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: TAXPAYER EXPERIENCE OFFICE The following are the duties of this position at the full working level. Serve as technical advisor in matters, issues, and questions pertaining to the taxpayer experience and/or assigned areas and identify, develop, manage, and lead initiatives and policies to improve customer experience and Federal service delivery, increase agency customer experience maturity, and apply government-wide leading practices outlined in A-11 Section 280 or other Treasury and Office of Management and Budget guidance and from the private, state, local, and other sectors. Serves as senior project manager for the planning, development, coordination, and implementation of customer relations and taxpayer experience projects that impact multiple organizations and/or IRS locations. Provides key input to leadership and team members and ensures all project tracking and documentation aspects are completed accurately, thoroughly, and timely. Responsible for developing and managing the initial design of new program activities and may coordinate and consult with Department of Treasury and private industry sources. Represents the IRS interests and coordinates the impact of the projects with employees and managers in all affected areas within the Service and with individuals and organizations outside of the Service. Responsible for monitoring the progress of customer experience projects/programs and updating all project control systems used by TXO. As needed, conducts reviews of projects/programs with IRS-wide scope. Provides on-the-job-instruction to other analysts/specialists in business units with responsibility for reporting customer experience data with TXO impact as needed. Carry out complex management studies, initiatives, or data gathering efforts, where the boundaries of the studies are extremely broad and difficult to determine in advance, i.e., the actual limits of the project are developed as the study proceeds. Studies are typically designed to provide information that assists management in the agency's diverse program areas, improve program delivery, and identify actual or potential problem areas impacting program operations and customer experience in the short and long term.

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: GS-14 Specialized Experience: To be minimally qualified for this position you must have at least one year of specialized experience equivalent to the next lower grade level (GS-13) in the Federal Government. Specialized experience includes: Experience with program/project management analytical and evaluative methods and techniques, both qualitative and quantitative, to accomplish complex projects or studies of broad scope and translating data into insight, strategy, and design direction. Knowledge of modern user research tools, including analytic tools for data analysis. Experience promoting and supporting a collaborative team environment to negotiate effectively to accept and implement recommendations that are organization wide in scope. Experience communicating effectively and persuasively in a variety of situations; using written and verbal communication skills with diverse audiences sufficient to organize and summarize large amounts of information and document or articulate problems, issues, outcomes, and recommendations quickly and clearly for leadership briefings. AND MEET TIME IN GRADE (TIG) REQUIREMENT: You must meet applicable TIG requirements to be considered eligible. To meet TIG for positions above the GS-05 grade level, you must have served at least one year (52 weeks) at the next lower grade (or equivalent) in the normal line of progression for the position you are applying to. Advancement to positions up to GS-05 is permitted if the position to be filled is no more than two grades above the lowest grade held within the preceding 52 weeks. AND TIME AFTER COMPETITIVE APPOINTMENT: By the closing date (or if this is an open continuous announcement, by the cut-off date) specified in this job announcement, current civilian employees must have completed at least 90 days of federal civilian service since their latest non-temporary appointment from a competitive referral certificate, known as time after competitive appointment. For this requirement, a competitive appointment is one where you applied to and were appointed from an announcement open to "All US Citizens". 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 - Multi-Channel Experience Office 1111 Constitution Ave NW Washington, DC 20224 US
• Name: (ERC) Employee Resource Center
• Phone: 866-743-5748
• Email: [email protected]