The Department of Revenue (DOR) is currently seeking to fill the Program Manager of the Taxpayer Services division (TPS) in Tumwater, WA. This is a rare and exciting opportunity for a dynamic leader to serve in an amazing organization, doing meaningful work with a dedicated and professional team of licensing and tax administration experts. The Program Manager of TPS enables the division to successfully accomplish its responsibilities by managing the daily operations of TPS and is part of the TPS management team.

Taxpayer Services is one of four operating divisions reporting to the Senior Assistant Director of Operations. Each division is led by an Assistant Director. This position reports to the Assistant Director of Taxpayer Services and is responsible for managing the following statewide programs for the Department: the legislatively mandated Business Licensing Service program, the legislatively mandated Taxpayer Services Program, and the Tax and Business Licensing Service (BLS) Call Center.

The Program Manager manages the division’s education and outreach programs responsible for many aspects of the legislatively mandated taxpayer services program. Education and information programs relate to both business licensing and excise taxes and are directed at all businesses subject to Washington taxes. This includes businesses located within the state, and those located outside the state conducting taxable business activities within Washington.

This position also contributes to the division training and quality assurance program which helps division staff stay current in agency rules, policies, and procedures; and identifies areas where quality work is happening and areas that can be improved to provide efficient, effective, and timely services to our customers.

The Program Manager also develops and implements policies, strategies, and innovations that help meet the agency's goals and strategic business plan objectives as well as the division's performance measures.

The Department of Revenue is a dynamic learning organization where you will experience a remarkable work-life balance, with amazing leadership and talented co-workers ready and focused to achieve the agency's goals. We value diverse perspectives and life experiences. We employ and serve people of all backgrounds including people of color, immigrants, refugees, LGBTQ+, people with disabilities, and veterans. This unique culture of respect promotes a professional family of cohesive groups maximizing potential through opportunity. We offer a generous benefits package that includes defined benefit retirement plans; health, dental and vision coverage, deferred compensation plans, and as a public service employee, you may also be eligible for student loan forgiveness.

Visit these links to watch our recruitment video to find out more about our agency and see what our employees say about why Revenue is a great place to work.

Duties

• Serve as a member of the division leadership team.
• Plan and administer programs to inform and educate taxpayers by various means.
• Oversee professional staff responsible for responding to individual taxpayer inquiries via telephone communications and written correspondence.
• Plan and help to administer quality assurance and training programs for division staff.
• Coordinate with other divisions to identify and develop programs that increase the level of voluntary compliance. Initiates educational efforts towards specific industries to obtain higher voluntary compliance.
• Responsible for the agency’s industry specific education program and a $3.5 million annual revenue collection commitment.
• Coordinate with other divisions to identify instances of uncertainty regarding the application of tax laws and rules.
• Provide leadership and guidance to a staff of approximately 115 tax professionals and support staff.
• Assume responsibilities of the Assistant Director in their absence. Works with Department employees, legislative staff and the governor’s office.
• Participate in the development of the division’s goals, objectives, performance measures, and budget; analyze the division’s systems and processes to identify and implement improvements.

Please ensure that your application materials address the following competencies and qualifications~

The incumbent must possess a combination of the following knowledge, skills, abilities, and progressive experience that demonstrates readiness to successfully perform the duties and tasks of this position.

Required:

Demonstrated ability to lead and direct large, diverse teams—such as through supervisory roles overseeing professional staff, conducting performance evaluations, or managing multi-unit operations.

Proven experience developing, implementing, and administering complex statewide programs.

Progressive experience interpreting, applying, and recommending changes to policy, law, or administrative rules.

Demonstrated knowledge of operational planning, workflow optimization, and quality assurance practices.

Proven ability to communicate complex licensing, tax, or regulatory information in clear, accessible ways.

Progressive experience engaging stakeholders and building collaborative partnerships with industry groups, local governments, community organizations, or cross-divisional teams.

Demonstrated skill in fiscal oversight and resource management.

Proven ability to use data driven decision making to improve programs or services.

Demonstrated ability to incorporate equity, inclusion, and customer focused service principles into program leadership.

Progressive experience adapting to evolving legislation, technology, and customer needs in a fast-paced office environment.

Equity Competencies:

The ability to take action to learn and grow.

The ability to take action to meet the needs of others.

Actively seeks to understand and appreciate the diverse backgrounds, perspectives, and experiences of colleagues, customers, and communities.

To be considered:

• Complete the online application in detail.
• Attach a current resume'.
• Attach a letter of interest explaining your interest in the position and how you meet the qualifications listed.
• Include three or more professional references with current contact information.

Questions?

My name is Chuck, and I am here to assist you with this amazing opportunity. As a retired veteran and career state employee, I understand how important it is to find meaningful work, in an organization with strong values, a good culture, attractive benefits, and with a great work & life balance. We have all of this at Revenue. Please feel free to reach out to me with any questions that you may have or with any help you may need. My email is chuckj@dor.wa.gov, or if you prefer, you may contact me by phone at (360) 704-5737.

To take advantage of Veteran's preference please attach your DD-214, member 4 long form, or your NGB-22. Please black out your social security number and date of birth before attaching.

The Department of Revenue is proud to be an equal opportunity employer. We embrace diversity and offer a respectful, inclusive culture for people with disabilities, as well as members of all protected groups and statuses. We encourage you to apply.

Prior to a new hire, a background check including criminal history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position.

If you need help during the application process, please call the Human Resources Office at 360-704-5731. Applicants who are deaf or hard of hearing may call through the Washington Relay Service by dialing 7-1-1 or 1-800-833-6388.