Collections Manager

DHRM • Richmond, VA

2d • Hybrid

About The Position

The Virginia Department of Taxation’s Office of Compliance is seeking a results-driven Collections Manager to lead a team of approximately 40 professionals and help protect Virginia’s fiscal health. The role oversees high-volume collections operations, advances automation and process improvements, and coordinates field visits to delinquent businesses. The manager provides strategic direction through two direct-report supervisors, develops staff, and aligns people, processes, and technology with organizational goals.

This position requires independent leadership, sound judgment, and strategic problem-solving. The manager monitors operations and performance, strengthens internal controls, implements improvements, addresses complex operational and personnel issues, and interprets evolving legislation. The role also promotes taxpayer fairness, protects sensitive information, and ensures collections comply with applicable Virginia laws, regulations, and procedures. The team works in a hybrid environment, with telework on Mondays and Fridays and in-office work Tuesdays through Thursdays at Main Street Centre in downtown Richmond, Virginia.

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 issues, 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 messages for senior leadership, staff, external stakeholders, taxpayers, and business owners.
• Experience preparing reports, presentations, and policy documentation.
• Advanced proficiency with Microsoft Office Suite, including Word, Excel, and PowerPoint, for data analysis, reporting dashboards, and executive presentations.
• Ability to learn 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, team cohesion across locations, and productivity in flexible work arrangements.
• Experience implementing new systems, technologies, or processes in a collections or compliance environment.
• A proven record of delivering high-quality, professional customer service in high-pressure situations, including difficult conversations with delinquent taxpayers while maintaining empathy and professionalism.
• Experience conducting quality assurance reviews, analyzing performance metrics, identifying trends, and implementing process improvements.
• Ability to understand, interpret, and apply tax policy, state and federal laws, collection regulations, and procedural requirements, and translate complex legal language into actionable staff guidance.
• Success providing staff training, mentorship, coaching, and professional development 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.
• Resolve operational issues, interpret evolving legislation, and address sensitive personnel matters using critical thinking and sound judgment.
• Lead and develop a multigenerational workforce, fostering engagement, accountability, collaboration, and professional growth in a hybrid environment.
• 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 and coordinate field visits to delinquent businesses.
• Provide strategic direction and staff development through two direct-report supervisors.
• Use data-driven decision-making, performance monitoring, and quality assessments to improve collections effectiveness, efficiency, and integrity.

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.
• Job stability and work-life balance.

What This Job Offers

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