Headquartered in Richmond, with approximately one third of our employees being home-based throughout Virginia, the Virginia Department of Taxation (TAX) administers 37 state and local taxes, including individual and corporate income taxes, sales and use taxes, and miscellaneous excise taxes. TAX serves approximately 5.5 million taxpayers throughout the Commonwealth. The agency works directly with taxpayers, retail organizations, local governments, members of the General Assembly, the Attorney General’s Office and the Governor’s Office to ensure the Commonwealth’s revenue is collected and administered with fairness and due diligence.
TAX has an exceptional opportunity for an accomplished executive who will serve as the Assistant Commissioner of Customer Services. We are seeking a seasoned administrator with a strong leadership background in customer services to provide executive level management, guidance and direction to the agency’s Customer Contact Center, Error Resolution and Court Debt Collection operations. The Customer Contact Center is responsible for all inbound contacts including phones, emails, secure messages, and faxes. The Error Resolution unit resolves individual and business tax filing errors, including correcting tax return and payment errors. The Court Debt Collection unit collects delinquent debts for 200+ court systems throughout Virginia. The Assistant Commissioner of Customer Services provides leadership and direction in the development, execution, and evaluation of strategies for effective and efficient utilization of all resources; and ensures an effective balance between quality customer service, compliance with State and Federal laws, operational accountability, and strong fiscal integrity.
This position reports to the Deputy Tax Commissioner, serves on the leadership team, and will supervise a director and several managers who oversee office- and home-based workers.
The position requires strategic visioning, considerable knowledge of quality customer service programs, and outstanding problem identification and resolution skills. This position also requires the ability to lead large scale organizational change to improve efficiency and to optimize the services provided; to manage, monitor, and evaluate effectiveness of programs, policies, and procedures; to work collaboratively with all levels of management and staff to eliminate barriers to process improvements within the agency; to delegate work effectively, coach and mentor managers, set strategic vision which aligns with agency vision, and manage change; to lead and guide senior level managers in support of agency initiatives and objectives; to communicate effectively with diverse groups; to analyze social, economic, legislative and political trends so as to position the agency for continued success and to mitigate risk of non-performance; to develop, monitor, and adjust short and long range business goals and financial plans; to develop and monitor effective staffing plans; and to leverage state of the art call center technology in a changing environment to ensure agency strategic business objectives are met.
Graduation from a college or university with major or minor studies in business, public administration or related field of study and progressively responsible experience in managing and directing complex organizational functions or an equivalent combination of training and work experience.
The ideal candidate will have a track record of demonstrated leadership, proven accomplishments and superior performance in managing large and complex customer service operations. Masters degree in related field desirable. Lean Six Sigma or other organizational excellence certification/experience a plus.
Additional Salary Information: Commensurate with experience within pay band 7 ($72,731 - $160,972)
Headquartered in Richmond, with approximately one third of our employees being home-based throughout Virginia, the Virginia Department of Taxation administers 37 state and local taxes, including individual and corporate income taxes, sales and use taxes, and miscellaneous excise taxes. The agency serves approximately 5.5 million taxpayers throughout the Commonwealth. The Department works directly ...with taxpayers, retail organizations, local governments, members of the General Assembly, the Attorney General's Office and the Governor's Office to ensure the Commonwealth's revenue is collected and administered with fairness and due diligence.