Collections Manager

Virginia Information Technologies Agency • Richmond, VA

7d • $75,000 - $85,000 • Hybrid

About The Position

The Virginia Department of Taxation’s Office of Compliance is seeking an experienced Collections Manager to lead a multigenerational team of approximately 40 professionals. The role oversees a high-volume collections call center, collections automation initiatives, and coordination of field visits to delinquent businesses. Reporting through two direct-report supervisors, the manager provides strategic direction, supports staff development, and aligns people, processes, and technology to achieve organizational goals.

The position leads day-to-day collections operations and performance, identifies process and internal-control improvements, and implements automation solutions. It requires sound judgment in addressing operational issues, evolving legislation, and sensitive personnel matters. The manager promotes an inclusive and collaborative culture, ensures fair treatment of taxpayers and protection of sensitive information, and ensures collections activities follow applicable Virginia laws, regulations, and procedures. The role also assesses controls, monitors productivity, conducts quality assurance reviews, and advances continuous improvement.

This is a hybrid position based at Main Street Centre in downtown Richmond, Virginia. The stated schedule is telework on Mondays and Fridays and in-office work Tuesdays through Thursdays.

Requirements

• Extensive knowledge of individual income, withholding, sales, and corporate tax regulations, including practical experience applying tax law to complex collection scenarios and delinquent account resolution.
• Supervisory experience managing collections operations, sales teams, tax debt recovery, and/or call center environments with measurable performance outcomes.
• Strong conflict-management skills and extensive experience handling personnel relations, including performance management, disciplinary actions, grievances, and team disputes while maintaining morale and productivity.
• Strong written and verbal communication skills, with the ability to tailor messaging to senior leadership, staff, external stakeholders, taxpayers, and business owners.
• Experience preparing reports, presentations, and policy documentation.
• Advanced proficiency with Microsoft Office Suite (Word, Excel, and PowerPoint), including data analysis, reporting dashboards, and executive presentations.
• Comfort learning new collections software and automation tools.

Nice To Haves

• Experience leading teams of 20 or more employees.
• Local, state, or federal government experience, particularly in revenue collection, tax administration, or regulatory compliance.
• Experience leading and developing remote or hybrid teams, including virtual performance management, building team cohesion across locations, and maintaining productivity in flexible work arrangements.
• Experience implementing new systems, technologies, or processes in a collections or compliance environment.
• A track record of high-quality, professional customer service in high-pressure situations, including engaging with delinquent taxpayers with empathy and professionalism.
• Experience conducting quality assurance reviews, analyzing performance metrics, identifying trends, and implementing process improvements to enhance accuracy and efficiency.
• Ability to understand, interpret, and apply tax policy, state and federal laws, collection regulations, and procedural requirements, and to translate complex legal language into actionable staff guidance.
• Success providing training, mentorship, coaching, and professional development to staff across different experience levels and learning styles while maintaining accountability.

Responsibilities

• Oversee daily collections operations, monitor performance, and ensure operational goals are achieved efficiently and effectively.
• Identify opportunities to streamline processes, strengthen internal controls, and implement automation solutions to improve collections effectiveness.
• Use critical thinking and sound decision-making to resolve operational issues, interpret evolving legislation, and address sensitive personnel matters.
• Lead and develop a multigenerational workforce in a hybrid environment, fostering engagement, accountability, and professional growth.
• Ensure taxpayers are treated fairly, sensitive information is protected, and collections activities comply with applicable Virginia laws, regulations, and procedures.
• Assess internal controls, monitor productivity, conduct quality assurance reviews, and implement continuous improvement strategies.
• Oversee a high-volume collections call center, advance collections automation initiatives, and coordinate field visits to delinquent businesses.
• Provide strategic direction and support staff development through two direct-report supervisors.
• Use data-driven decision-making, performance monitoring, quality assessments, and process improvements to strengthen tax administration.

Benefits

• Flexible schedule options
• 12 paid state holidays, in addition to vacation, sick, volunteer, and personal leave
• Comprehensive and affordable health benefits
• Potential eligibility for the Public Service Loan Forgiveness program
• Participation in the Virginia Retirement System and VA 457 Deferred Compensation

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed